Operations Manager - Life Events Team

Salary: £47,600 - £60,200 + Benefits Location Type: London, Cardiff or UK Remote Employment Type: Full-time

🚀 About Monzo

Monzo is on a mission to make money work for everyone, moving away from complicated and confusing traditional banking. Starting as a prepaid card, Monzo has grown significantly over the last 10 years in the UK. Our product offering now includes personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. We also offer savings, investments, and pension consolidation for our UK customers. Known for our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, we aim to create magical moments for our customers. Monzo is not about selling products; it's about solving problems and changing lives.

⭐ Our Life Events Team (Bereavements and Third Party Access)

We are seeking an experienced Operations Manager to lead our Life Events teams within the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) operation. The Life Events operation supports customers and their representatives through challenging events such as bereavements and assists in setting up third-party access to Monzo accounts and services.

Our team members are deeply committed to their work and its impact on Monzo and our customers. The team handles critical tasks including deceased customer notifications, managing products held by deceased customers, processing refunds to estates, and managing accounts on behalf of third parties. This requires empathy, meticulous attention to detail, and the consistent delivery of high-quality service.

This role demands a strong understanding of bereavement and/or third-party access processes, coupled with excellent leadership skills. You will initially manage three Team Managers, with plans to expand the team over the next 18 months, and collaborate with other teams and third parties.

🔑 Your Key Responsibilities

• Lead a strong customer-centric culture, ensuring the team remains focused on assisting customers and representatives during difficult life events.
• Build and expand the team to support business growth.
• Lead teams to deliver excellent service, maximize efficiencies, and achieve key goals and performance indicators.
• Coach and develop Team Managers, ensuring great outcomes with Quality and Compliance at the forefront.
• Confidently interpret performance data to drive operational improvements, identify areas for change, and celebrate successes.
• Participate in supporting wider stakeholders in recruitment and the People Team, including interviewing within VAIB and supporting people cases.
• Lead key projects using your expertise in Life Events (bereavements and third-party access) to shape the future for our people, business, customers, and representatives.
• Contribute to making Monzo an exceptional place to work by celebrating colleagues and important milestones.
• Lead team rituals, planning meetings, and retrospectives, ensuring effective information flow within and from the team.

🤩 We’d Love to Hear From You If You Have:

• Experience as an Operations Manager, specifically supporting Life Events teams (bereavements and third-party access) within a regulated environment.
• Clear, strong senior leadership experience in a fast-paced, customer-centric role, preferably within Banking/Financial Services.