Head of Operations
Cove
Business Success Manager
Monzo Bank
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £38,250 - £48,375 per year
Job Level
Mid-LevelSenior
About the role
- Be the voice of Monzo Business for our most complex businesses, building trust and confidence in our product and service
- Manage customer queries from our most complex businesses and own case management from start to resolution, keeping customers informed and setting expectations
- Provide exceptional inbound support and identify opportunities for customers to get more value from our products and services
- Support businesses through onboarding and key growth milestones, staying aligned as their business evolves
- Engage in value-led conversations to uncover unmet needs and guide businesses to relevant Monzo features or services
- Spot trends and emerging needs across business accounts and surface opportunities to improve customer journeys
- Act as subject matter experts and escalation point for complex customer problems to deliver effortless service
- Work across Operations and Product teams to solve problems for our most complex businesses
- Proactively take ownership to resolve potential poor outcomes for complex businesses
- Advocate for complex business customers across domains to escalate and resolve issues
- Identify where processes aren’t fit for purpose and act differently while managing risk
- Own development, maintenance and improvement of knowledge management and share learnings across the team
- Give frequent and open feedback to others
Requirements
- Experience in running a team; call centre or FCA experience preferable
- Confident navigating difficult conversations and de-escalating
- Clear communication style; share the 'why', actively listen, give and receive constructive feedback
- Skilled at identifying when processes or saved responses won’t meet customer outcomes and adapt judgment
- Able to make right decisions for customers while balancing Monzo's risk and escalate when needed
- Comfortable picking up new things quickly and adapting as priorities shift
- Confident to share feedback internally about customer experiences, processes and product limitations
- Self-motivated and capable of holding themself accountable without granular performance targets
- Able to work independently, prioritise work and lead the team
- Share knowledge to enhance skills across Operations and other Business Success Managers
- Flexible and understanding that the role may change and evolve based on customer and business needs
