Operations Manager, Financial Health, 12 month fixed term contract

UK Remote 💰 £48,000 to £65,000 + Benefits | Hear from the team ✨

We’ll 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.

What you’ll be doing:

We have an amazing opportunity for an Operations Manager in Financial Health to support our leadership team on a 12 month fixed term basis. 

Monzo’s mission is to make money work for everyone, and this is especially important to us when our customers need help with their Monzo borrowing products, or may be struggling to repay. 

As our lending portfolio grows, we are seeing increasing queries from customers and inevitably from people falling into financial difficulties and who are potentially vulnerable. These conversations/queries/tasks are often technical or sensitive in nature, requiring our Fin Health COps to have a deep level of knowledge on our lending products, the assessment of customers affordability and potential vulnerabilities and how to meet our regulator’s high expectations.

To facilitate this, you’ll have the opportunity to lead teams working on a broad variety of financial difficulties, both customer facing and backoffice. Every person in our team cares deeply about their work and the impact that it can have on Monzo and our customers. 

We work in teams of around 11 people, working on a variety of tasks. Some teams have an additional focus on specific types of work that are more complex in nature, while others have a more diverse set of skills.

Each Operations Manager supports and coordinates the work of their COps. You’ll directly manage around 6 Team Managers, and help them build successful teams and achieve their professional development goals. 

You’ll organise people around you, be a point of escalation, and take appropriate action whenever you see a problem coming - whether it’s a service challenge, a risk associated with a financial difficulties task, or an urgent personal issue. 

You’ll listen to your people, guide them through the challenges associated with scaling a company like Monzo, celebrate their every success, and drive the right outcomes for our customers and Monzo.

You’ll also have responsibility for some disciplinary and grievance matters and work closely with your colleagues in other COps teams and the People team to make sure that we apply these policies fairly across all areas of the COps team.

Your day-to-day

• Partnering closely within Fin Health Group to deliver portfolio performance and changes at pace
• Instilling a culture focused on the completion of accurate, efficient work, and risk-awareness, in a team that needs to be laser-focused on both the customer experience and meeting regulatory requirements
• Impacting how Monzo’s lending products evolve to make sure that we have the customer at the centre of everything we do which hasn’t always been the case in this industry.
• Identifying opportunities for automation and efficiency - driving through changes
• Helping Team Managers excel in their roles by having regular 1:1s, giving and receiving candid feedback, interpreting and acting on management information, coaching through challenging problems.
• Contributing to a high performance culture.
• Running group sessions for leaders, e.g knowledge sharing sessions.
• Support in the interviewing and hiring of new leaders and COps.
• Helping us become an exceptional place to work for the ambitious, highly-motivated, and mission-led COps that we hire.
• Support our UK and SA teams deliver quality outcomes to our Fin Health Customers
• Support our domain in achieving our service levels 

You should apply if:

• You have significant experience working in a leadership position as an existing OM
• Experience in leading teams working in collections or recoveries within the financial difficulties space is preferred but not essential 
• Experience leading back office, technical teams and with 3rd party service providers is highly desired but not essential   
• You’ve led successful, large teams to achieve their goals and have an empathetic leadership style.
• You’re as comfortable working 1:1 as communicating with large groups.
• You empower your people to find solutions themselves.
• You are an effective advocate and communicator of change.
• You can motivate multiple teams working on ongoing operational work.
• You are very hands-on and solve problems when you spot them.
• What we are doing at Monzo excites you!
• You are comfortable working and communicating remotely.

🙌What’s in it for you

💰 £48,000 to £65,000 + Benefits

📚£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 5 key steps

1. Submit your CV and answer the application questions
2. 30 minute video Recruiter Call
3. Leadership interview
4. Values interviews
5. Final chat with Hiring Manager

We expect that due to the upcoming Festive period, interviews will take place in January 2025.

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 [email protected]. 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.

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