Team Manager, Personal Banking

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

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

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 

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 UK team about what it's like working at Monzo ✨

London/Cardiff/UK Remote | 💰£30,800 - £37,900 + Benefits | Hear from the team ✨

⭐ Our Core Support team

Our Customer Operations (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll lead a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank. 

🔑 You’ll play a key role by...

• Leading and empowering your team to deliver a human, customer-focused service—helping people make money work for them, and solving problems that are in the way of that.
• Coaching and developing your team to reach their full potential—thinking big, starting small, and owning every step of the journey.

Your day-to-day:   

• Create and maintain a strong customer-first culture, keeping the team focused on what matters most—helping customers navigate their personal finances.
• Lead, coach, and support your team to achieve their personal, professional, and performance goals.
• Drive performance at both individual and team levels, ensuring we meet customer demand with the right level of service.
• Review the quality of your team’s customer interactions, identifying opportunities for improvement both individually and structurally.
• Hold regular feedback and development sessions, including weekly one-to-ones and team meetings.
• Support your team with complex queries, providing clear explanations, demonstrations, and motivation to help them excel.
• Encourage others to identify opportunities to improve the customer experience and enhance Monzo’s ways of working.
• Use data to spot trends and address performance gaps, making informed decisions to drive improvement.
• Guide your team through business changes, ensuring clarity and alignment within your area.
• Keep your team motivated and engaged, even during periods of high demand, as we continue to grow.
• Interviewing for new members of your team, ensuring every candidate receives a world class experience

🤩 We’d love to hear from you if you’re…

• Experienced in providing thoughtful, empathetic management, supporting individuals while driving performance.
• Passionate about developing people and managing performance effectively.
• Understanding of business needs and the role we play in meeting service delivery obligations.
• Skilled at providing direction and motivation, navigating change, and driving a clear vision forward, even in ambiguous or changing situations. 
• Confident in handling difficult conversations, including absence and wellbeing management.
• A proactive self-starter who takes initiative and stays curious.
• Hands-on and solutions-focused, able to spot and resolve problems while adapting to shifting priorities.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything thats listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰£30,800 - £37,900 + share options.

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

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-REMOTE #LI-OH

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 2024 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 😊