Leading Customer Operations, proactively set out and deliver a clear strategy to achieve the next stage of our growth ambition
Owning and delivering world-class customer service through multi-channel management to deliver against all key goals and performance indicators with a strong focus on quality and customer experience
Creating a culture of continuous improvement, increasing productivity and efficiency through great people leadership, coaching and developing the skills of your team
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 across the whole operation
Enabling the safe and efficient delivery of change into the operation to allow us to scale and grow at pace
Identifying potential operational risks and develop strategies to mitigate them along with ensuring compliance with relevant regulations and industry standards
Developing and managing strategic partnerships across Monzo, and with new and existing third parties. You will build strong and effective stakeholder relationships throughout
Engaging confidently with senior leadership including C-suite and VPs
Engaging externally with industry experts and peers in external industry forums; responding to regulatory & industry requests for information
Maturing our processes and controls within your areas of responsibility to take Monzo’s control environment to the next level of maturity (and scalability)

Requirements

You have proven experience in customer operations leadership
You have demonstrated success scaling customer operations in a high growth, regulated environment through automation, outsourcing and/or offshoring
You are comfortable leading large multi-site operations and have a track record of developing high performing teams, leading through change and delivering outstanding results
You have a customer-obsessed mindset with a focus on user experience, regulatory integrity, and performance metrics
You can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact
You're resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing
You’re hands-on and great at delivery & execution with a strong bias for action, experimentation, and continuous improvement
You care deeply about building inclusive teams, developing talent, and creating a culture where people thrive
You are fluent in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes
You can demonstrate excellent written English & verbal communication skills.

Benefits

£1,000 learning budget each year to use on books, training courses and conferences.
Flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer operations leadershipscaling customer operationsautomationoutsourcingoffshoringoperational improvementsperformance metricsrisk mitigationprocess controlschange management

Soft skills

people leadershipcoachingteam developmentcustomer advocacystakeholder engagementproblem solvingresilienceadaptabilityinclusive team buildingcommunication