Operations Manager - Complaints

UK Remote - Salary £47,600 to £62,000 Benefits | Hear from the team ✨

• Leading a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives.
• Leading our Teams to ensure delivery of great Service, maximising efficiencies and delivering in line with key goals and performance indicators.
• Coaching and developing your Team Managers ensuring that we deliver Great Outcomes with Quality and Compliance at the heart of what we do.
• Interpreting performance data confidently and using this information to drive Operational Improvements, highlight areas for change and celebrate success.
• From time to time you will be involved in supporting our wider stakeholders within Recruitment and our People Team eg Interviewing within Complaints and or supporting people cases. 
• Leading on key projects from time to time and using your knowledge within Complaints to help shape the future for our People, Business and Customers.
• Helping us become an exceptional place to work,  we are proud to be part of Monzo and it is important that we celebrate others and important milestones.
• Leading team rituals, planning meetings and retrospectives - making sure the information flow out from, and into, the team is easy and effective.

• You are an experience Operations Manager, that has specifically worked in a regulated Complaints environment.
• You have clear strong senior leadership experience, in a fast paced and customer-centric role, preferable Banking/Financial Services
• You love Complaints and understand the importance of resolving for our Customers first time every time.
• You’re able to interpret data, join the dots and make recommendations to drive continuous process improvements.
• Have experience of turning around underperforming teams to a high performing team and managing a highly efficient operation.
• Are able to prioritise based on customer demands, business needs and risk mitigation.
• Able to lead projects, execute and deliver.
• You’re as comfortable working 1:1 as well as collaborating with and communicating to large groups.
• You’ve led successful teams to achieve their goals, have an empathetic leadership style and empower your people to find solutions.
• You thrive in coaching and developing others to help them reach their potential.
• Able to motivate your teams, have a  hands-on style and solve problems when you spot them.
• What we are doing at Monzo excites you!

🙌 What’s in it for you

 💰 £47,600 - £62,000➕ share options.

📍This role will be remote based 

⏰ 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

1. Recruiter call (30 mins)
2. Leadership Interview (60 mins)
3. Coffee Chat with Senior Director (30 mins)

This process should take around 3-4 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 ninaebanksmetcalfe@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 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. 

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