Director of Collections & Recoveries

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

London, Cardiff or UK Remote | 💰£110,500 - £120,000 + Benefits | Hear from the team ✨

⭐Our Financial Health team

Our team is growing and we’re looking for an experienced Director of Financial Health Operations to lead the Operational teams for collections and recoveries across all  products at Monzo.

You will report directly to the Senior Director of Specialist Services, and lead the Financial Health operations team. The team is ensuring customers are responded to in a timely manner and supported with their requests for support whilst in financial difficulty with Monzo borrowing through payment and forbearance options.  You will partner with borrowing, tech and credit risk leadership to deliver on a robust financial health strategy, balancing good customer outcomes whilst mitigating credit loss. This includes the whole arrears lifecycle, including pre-arrears, collections and recoveries, and across all our lending products,  Loans, Overdrafts, Flex and any new initiatives the Borrowing team launches.

At Monzo we are committed to delivering exceptional customer experiences through intuitive product design, and we want to apply the same philosophy to how we support customers in Financial Difficulties. You will manage a team of senior managers, operational managers and collections managers to ensure daily we are delivering experiences that deliver better customer outcomes. 

🔑You’ll play a key role by...

• Leading an operations Financial Health team to respond to customer chats, calls and emails in a timely manner and within our high quality standards delivering good customer outcomes each time
• Ensuring operational teams are supported through excellent training and coaching to deliver the best service possible
• Navigating the complex regulatory landscape, ensuring we remain without our risk appetites and comply with regulation
• Owning our Collections and Recoveries quality assurance and controls under defined regulatory frameworks
• Work with the strategy team to deliver and execute recoveries strategies
• Leading the Financial Health Operations Strategy linking to Monzo’s values of ‘Making Money Work for Everyone’
• Collaborate across wider Monzo Operational domains to share best practice 
• Achieve the high standards of our service metrics and prepare and present risk appetite metrics to relevant Monzo committees
• Work side by side with the Borrowing Leadership team across collections and recovery strategies which drives Monzo's overall borrowing strategy
  
  

🤩 We’d love to hear from you if…

• You have deep experience in leading collections & recoveries operations for a regulated lender
• You have lead collections and recoveries operations through transformation, whilst maintaining strong service 
• You have a strong understanding of the role a robust collections & recoveries business plays within the credit risk and operations strategy of a lending business
• You have deep knowledge of UK consumer credit regulations
• You have track record leading analytical and product teams
• Are comfortable working in a fast-moving and changing company

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌What’s in it for you

💰£110,500 -£120,000 ➕ share options.

📍This role is UK remote based or can be based from our London or Cardiff Office.

⏰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 4 key steps

• Application
• Call with a Recruiter
• Role Specific and Values Interview
• Leadership Interview
  
  

This process should take around 2-3 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 hiring@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.

The closing date for applications is Friday 8th August at 1pm.


#LI-DR #LI-Remote

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual attention, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊