Senior Operations Manager, Complaints New Remote (UK)

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 ️
Location: Remote in the UK |

£65,000 - £85,000 (£110,000 in share options) + Benefits
About the 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 tasks.
You’ll be responsible for teams that look after a wide variety of tasks, who are customer facing and who manage multiple contact channels.
Your Day to Day:
Effectively manage 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.
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
You should apply if:
You have a deep understanding of how operational teams serve Complaints in a FCA regulated environment.
Strong leadership and proven people management experience at a Senior Manager level

(for context, this role would be managing 3 Operations Managers, so senior management experience is essential)
Values driven approach in line with Monzo’s core values
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
Proven track record of end to end project delivery and experience in leading through change
Strong ability to coach and develop teams and individuals to achieve and maintain targets
Strong communications skills and be able to deliver business wide messages in line with our values to ensure messages have landed with clarity
Experience in identifying performance trends using data to solve problems and identify opportunities
Ability to provide specific actionable feedback to a wide range of audiences and levels
Ability to create and execute against goals and supporting OKRs
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
The interview process:
Our interview process involves 4 main stages:
Short call with a Monzo Recruiter
Initial video-call with the Hiring Manager (30 mins)
Leadership and Values Interviews (2 - 3 sessions held over GoogleMeet)
Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact me on [email protected]
This advert will close when we feel we have enough applications. So please apply quickly!
What’s in it for you:
£65,000 - £85,000 Dependent on Experience

plus share options & benefits
Remote in the UK
Learning budget of £1,000 a year for training courses and conferences

And much more, see our full list of benefits

here
#LI-REMOTE #LI-NE
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.
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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.
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