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Product Operations Lead, Insurance

London

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our team about what it's like working at Monzo ✨

 

📍London (UK) | 💰 £55,000 - £75,000 + stock options + benefits |

About Us:

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our team about what it's like working at Monzo ✨

About the Insurance Team:

Our mission is to provide comprehensive insurance solutions that meet our customers' needs efficiently and effectively.

The Insurance Team is dedicated to delivering a simple, reliable and delightful experience to customers who purchase insurance with Monzo, working alongside our underwriting and claims partners to power seamless internal operations and exceptional customer experiences. 

As our new Product Operations Lead for Insurance, you'll be an integral part of this journey. You'll be the first operations hire on this team and will have a unique opportunity to shape our operations from the ground up. You will collaborate closely with our Product, Engineering, and Customer Service teams to deliver outstanding experiences for our customers.

Your Day to Day:

  • Operational Expertise: Act as the operational knowledge hub for insurance platforms, assisting Product teams in creating efficient, integrated insurance experiences for our customers.
  • Relationship Management: Oversee the effectiveness and monitor our 3rd party underwriting and claims providers. Continually improve processes to drive better outcomes for our customers.
  • Best Practices: Champion best practices within the Insurance Team for all internal operations, both supplier-facing and customer-facing.
  • Product Development: Share customer feedback, pain points and ideas with the Product Team, and help them shape our product and what we build next.
  • Customer Service Collaboration: Work closely with our customer service team to ensure we communicate efficiently, compliantly, and empathetically with our customers.
  • Operational Delivery: Ensure accurate, efficient, compliant, and delightful delivery of key operational elements of the customer journey.

You Should Apply If You:

  • Are excited by building and scaling operations from scratch to serve millions of people.
  • Enjoy 'getting things done' and achieving tangible outcomes.
  • Thrive in ambiguity, ask incisive questions, and take a structured approach to problem-solving.
  • Are analytical in developing scalable operational strategies.
  • Pride yourself on strong attention to detail.
  • Work collaboratively with people at all levels and across functions and cultures.
  • Have a proven track record in designing and overseeing operations within the insurance or financial services sector.
  • Have in-depth knowledge of home insurance underwriting and claims processes 

The interview process

Our interview process involves 3 main stages:

  1. Recruiter Call (30mins) 
  2. Initial Call with the Hiring Manager (30mins)
  3. A pair of interviews via Google Meet (each interview lasting up to 60 minutes) 

On average, the process takes around 3-4 weeks but we’ll try our best to work around your availability.

You’ll get the chance to speak to our Recruitment team at various points during your process but if you do have any specific questions or want to talk through reasonable adjustments ahead of or during application please let us us know by emailing core-hiring@monzo.com

What’s in it for you

💰 Salary is £55,000 - £75,000 + stock options

📍 This role will be based out of our London office next to Liverpool Street station - in a hybrid way of working between the office and home

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2023 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow. 

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

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