Business Success Team Manager

🚀 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 ✨

UK Remote | 💰£38,250 - £48,375  + share options  Benefits | Hear from the team ✨

⭐Our Business Banking team

We are seeking highly motivated and customer- centric individuals to join our dynamic Business Banking team.

Our Business Success Team Manager will be supporting our specialists with responsible for the overall experience of our most complex businesses and represent Monzo by working with teams across the bank to create smooth experiences that build trust and confidence in our Business Banking product and support.

Our Business Success Team are amongst the most knowledgeable COps in their domain space and hold subject matter expert prowess.

🔑You’ll play a key role by…

• Being the voice of Monzo Business for our most complex businesses to building trust and confidence in our product and service
• Manage customer queries from our most complex businesses and own the case management of those queries from start to resolution, keeping customers informed and setting the right expectations
• Provide exceptional inbound support, while also identifying opportunities for customers to get more value from our products and services.
• Support businesses through their onboarding key business growth milestones, staying aligned every step of the way as their business evolves.
• Actively engage in value-led conversations to uncover unmet needs or pain points, guiding businesses to relevant Monzo features or services that support their growth and operational efficiency.
• Spot trends and emerging needs across business accounts, proactively surfacing opportunities to improve the customer journey or introduce helpful features that align with their evolving goals.
• Are subject matter experts and an escalation in managing complex and tricky customer problems to deliver an effortless customer service  
• Have full accountability to work across teams in Operations and Product to solve problems for our most complex businesses
• Have a pulse on any potential poor outcomes for our most complex businesses and proactively take ownership to resolve them  
• Advocate for our most complex business customers across domains to get the right outcomes, escalating and resolving any issues
• Will identify where our processes are not fit for purpose and we must act differently to get the right outcomes whilst managing our risk as a bank
• Take ownership for development, maintaining and improving knowledge management and share learnings across the team where they may not support our most complex businesses
• Will give frequent and open feedback to others.

🤩 We’d love to hear from you if…

• You have experience in running a team, call centre or FCA experience is preferable. 
• You'll confidently navigate difficult conversations, de-escalating worries and finding the best way to sort things out so our customers feel good about the outcome."
• Your communication style is making things crystal clear. You’ll keep everyone in the loop, share the 'why' behind our work, and actively listen to the team. You give constructive feedback that helps people grow, and you’re always open to receiving it too. 
• Skilled in identifying where existing processes and saved responses will not meet the right customer outcome and able to use their judgement to adapt
• Able to use their judgement to make the right decisions for our customers whilst balancing the risk to Monzo, escalating for a second opinion when needed
• We're always evolving at Monzo, so you'll be comfortable picking up new things quickly – from fresh features to new ways of working – and you'll easily adapt as our customers' needs and our priorities shift.
• Confident to share feedback internally about customer experiences, our processes and product limitations with the right teams
• Is self-motivated and capable of holding themself accountable to a high standard of performance without granular performance targets or data insight. 
• Be able to work independently and take personal responsibility for prioritising your work and ensuring your work gets done alongside leading the team
• Share knowledge to enhance the skills of the teams around you across Operations and other Business Success Managers
• Flexible and understanding that the role of the Business Success Manager may change and evolve based on customer and business needs
  
  

🙌What’s in it for you

💰£38,250 - £48,375 ➕share options.

📚£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.

🌈 The application journey has 3 key steps

• Application Stage 
• 30 minute recruiter call 
• Final stage 1 hour interview with our Operations Managers

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sambrewington@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

The closing date for applications is Wednesday 10th September at 5pm BST. 

Our working hours follow a shift rotation, Monday to Friday between 7am and 7pm. While this role is currently set for weekdays only, this might be change in the future to include weekend shifts as part of a rotational schedule. 

#LI-REMOTE 

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, 2024 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 😊