Operations Manager, Business Banking

📍UK/Cardiff/Remote | 💰 £47,600 - £60,200 + Incentive Awards tied to your performance + Benefits ✨

⭐ Our Business Banking Team

At Monzo, our Business Banking Customer Operations team is at the heart of our mission to simplify and elevate the customer experience using cutting edge technology. We aim to make every interaction with us as seamless as possible, even when our users need a helping hand. We’ve built a world-class business account and at Monzo, we believe businesses deserve a seamless experience. You’ll be the bridge between deep industry expertise and world-class service, helping us build the future of Business Banking growth, especially as we expand into merchant acquiring opportunities.

As an Operations Manager in Business Banking, you’ll be a pivotal part of our wider Customer Operations Team, driving excellence in every customer touchpoint.

In this leadership position, you will guide a team of Team Managers, ensuring excellence in frontline customer service. These teams serve as the primary contact point for our customers, managing an array of customer-facing tasks across multiple communication channels. Your leadership will empower your teams to excel in delivering a consistently superior customer experience.

🔑 You’ll play a key role by...

• Owning your own business area to deliver on core metrics that will allow us to deliver a best in class customer experience.


• 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.


• Interpreting performance data confidently and using this information to drive operational improvements, highlighting areas for change within your department.


• 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 Business Banking processes to provide a great service, handle all contact efficiently and effectively, and offer the best customer experience possible.


• Develop and maintain strong, strategic relationships with global outsourcing partners to ensure collaboration and achievement of shared goals


• 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.


• Leading and executing on core projects from end to end. You’ll be the go-to person in Business Banking Operations and drive innovative change through your direct team and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management.


• Examine and evaluate current processes to identify areas for improvement, streamline operations, and increase efficiency.


• Understanding our performance levels and driving high performance through coaching, guidance and support.


• 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.


• Helping us to become an exceptional place to work for the ambitious, highly-motivated, and mission-led COps that we hire.


• Supporting improvements, innovation and the transformation of your business area.

🤩 We’d love to hear from you if…

• You have experience in leading leaders working in a customer service environment.


• You’ve led successful, large teams to achieve their goals and have an authentic leadership style.


• You love to coach and develop teams and individuals to achieve and maintain targets.


• You have strong communications skills and are able to deliver business wide messages in line with our values to ensure messages have landed with clarity.


• You’ve had experience in identifying performance trends using data to solve problems and identify opportunities.


• You have the ability to provide specific actionable feedback to a wide range of audiences and levels.


• You are a seasoned team player, capable of collaborating effectively with senior leadership and cross-functional teams.


• You have experience working with third party providers.


• You're able to work towards a long-term strategy and create and execute against goals and supporting OKRs.


• It would be highly advantageous to have experience within one of these areas; card acquiring, merchant services or payment services.

🙌 What’s in it for you

💰 £47,600 - £60,200 + incentive Awards tied to your performance + Benefits

⏰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 3 key steps

• 30 minute recruiter call


• 1st stage role specific interview with a 2 Senior Managers


• Final stage, values based interview with the Director of Business Banking and Senior Manager

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

Applications will close on Friday 24th April at 5PM.

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