Senior Manager, Personal Banking Operations at Monzo

London, England, United Kingdom

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£68,000 – £84,500Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, BankingIndustries

Requirements

Leadership experience guiding teams of Operations Managers in frontline customer service
Ability to manage multi-channel customer service delivery against key goals and performance indicators
Expertise in developing and implementing leadership development strategies aligned with company goals and values
Experience acting as a liaison with regulatory bodies to ensure compliance
Skills in examining, evaluating, and redesigning processes to improve efficiency and customer experience
Capability to support change management initiatives in a dynamic environment
Proficiency in developing and maintaining strategic relationships with global outsourcing partners
Confidence in interpreting performance data to drive operational improvements
Ability to role model, reinforce, and embed leadership development programs
Experience leading and executing core projects from end to end

Responsibilities

Effectively manage a team of Operations Managers to deliver world-class customer service through multi-channel management
Own and deliver against all key goals and performance indicators
Develop and implement leadership development strategies that align with Monzo’s goals and values
Act as a liaison with regulatory bodies, representing Monzo’s interests and ensuring compliance
Examine and evaluate current processes to identify improvements, streamline operations, and increase efficiency
Support change management initiatives for smooth transitions
Review and redesign Personal Banking processes to provide great service, efficient contact handling, and optimal customer experience
Develop and maintain strong, strategic relationships with global outsourcing partners
Interpret performance data to drive operational improvements and highlight areas for change
Role model, reinforce, and embed leadership development programs
Lead and execute core projects from end to end, driving innovative change through the direct team

Skills

Operations Management

Customer Operations

Banking Operations

Customer Experience

Team Leadership

Financial Services

Process Improvement

Monzo

Digital-only banking platform for consumers

About Monzo

Monzo operates as a digital-only banking platform focused on providing a modern way for individuals to manage their finances. Its main product is a mobile app that allows users to track their income, spending, and savings easily. The app includes features that help users save money, such as automatically setting aside a portion of their paycheck or rounding up transactions to the nearest dollar. Monzo generates revenue through interest on deposits, fees for certain services, and interchange fees from card transactions, as well as offering overdrafts and personal loans. What sets Monzo apart from traditional banks is its real-time balance updates and instant spending notifications, which help users stay informed about their finances. The goal of Monzo is to provide a convenient, mobile-first banking experience that meets the needs of its growing customer base, which has surpassed 8 million users.

London, United KingdomHeadquarters

2015Year Founded

$1,856.7MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Competitive salary

Flexible working hours

Work from home

Stock options

32 days of paid vacation and public holidays per year

Health insurance

EAP

Learning budget

Home office stipend

Paid parental leave

Risks

Monzo breached UK banking regulations, risking reputational damage and fines.

Expansion into Europe poses regulatory challenges and potential licensing delays.

Reliance on digital platforms makes Monzo vulnerable to technological disruptions.

Differentiation

Monzo offers real-time spending updates and categorized transactions via a mobile app.

The 'Pots' feature allows users to set aside money for specific purposes.

Monzo Plus provides premium features like custom card designs and travel insurance.

Upsides

Monzo secured $400M in 2024, valuing the bank at $5 billion.

The partnership with SignLive enhances accessibility for Deaf customers.

Expansion into Europe in 2025 could significantly increase Monzo's customer base.

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