Senior Operations Manager, Complaints

🚀 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 or UK Remote | 💰£65,000 - £85,000 + Benefits 

⭐ Our Complaints Team...

By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better 💪

The Complaints Operations team is at the heart of everything we do at Monzo. We know that things don’t always go right for our customers and in complaints we want to make things as simple and easy as possible for our customers to fix their issues. 

As a Senior Operations Manager in Complaints, you'll work as part of the wider Complaints Team and will lead a team of Operations Managers and Team Managers, who manage all complaints and will lead on driving operational excellence.

You’ll be responsible for teams that look after a wide variety of tasks, who are customer facing and who manage multiple contact channels. 

🔑 You’ll play a key role by...

• Effectively managing a team made up of Operations Managers and Team Managers executing the complaints policy and delivering great service efficiently, against all key goals and performance indicators.
• Ensuring that the Complaints Operations team delivers a service that is compliant with our policies and standards and adheres to all FCA regulations.
• Driving the day to day Complaints Operation to be a high performance environment producing fair customer outcomes.
• Reviewing and evaluating current processes and our ways of working. You’ll work with the wider team to support in redesigning how we execute all of our complaints processes to provide a great service, handle all contact efficiently and effectively, and offer the best customer experience possible.
• Interpreting performance data confidently and using this information to drive operational improvements, highlighting areas for change.
• Leading and executing on core projects from end to end. You’ll be the go-to person in Complaints Operations and drive innovative change through your direct team and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management.   
• Developing and managing strategic partnerships across Monzo, you will build strong and effective stakeholder relationships throughout 
• Leading by example, you’ll be a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement and development across the whole operation.
• Managing team rituals, planning meetings and retrospectives - making sure the information flow in and out of the team is easy and effective.
• Leading a combination of in-house people and 3rd party suppliers to ensure a cohesive high performing operations environment.

🤩 We’d love to hear from you if…

• You have a deep understanding of how operational teams serve Complaints in a FCA regulated environment.
• You have strong leadership and proven people management experience at a Senior Manager level. 
• You’ll have significant experience leading a highly effective operation, ideally in a regulated, fast paced environment, with large customer bases.
• You’ll enjoy being hands-on and understand the work that your team does.
• You have a track record of end to end project delivery and experience in leading through change.
• You can demonstrate a strong ability to coach and develop teams and individuals to achieve and maintain targets.
• You've got strong communications skills and be able to deliver business wide messages in line with our values to ensure messages have landed with clarity.
• You have experience in identifying performance trends using data to solve problems and identify opportunities.
• You're values driven and those values align to our core values. 
• You have the ability to provide specific actionable feedback to a wide range of audiences and levels.
• You're able to create and execute against goals and supporting OKRs.
• You have advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice. 
• Fluency in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes.

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 that's listed just yet. Drop us your application, we’d love to hear from you!

🙌What’s in it for you...

💰 £65,000 - £85,000 ➕ 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.

🌈 The application journey has 6 key steps

• Application questions 
• Recruiter call 
• Take home task 
• Presentation & role specific interview 
• Values interview 
• Final meeting with Senior Leadership

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 hiring@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.

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-JI1

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 😊