Financial Health Operations Manager

🚀 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 ✨

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£47,600 - £58,100 + £50,000 options grant + Benefits | Hear from the team ✨

Please note that due to the forecasted popularity of this role, we shall close it once we received enough applications. No further applications will be considered thereafter. So please apply asap and good luck! 🍀

In the spirit of transparency, is it essential that you have worked as a Senior/Operations Manager in FinHealth/Collections/Recoveries, to be considered for this role.

Our Mission:

We have an amazing opportunity for an Operations Manager in Financial Health to join our leadership team.

Monzo’s mission is to make money work for everyone, and this is especially important to us when our customers need help with their Monzo borrowing products, or may be struggling to repay.

As our lending portfolio grows, we are seeing increasing queries from customers and inevitably from people falling into financial difficulties and who are potentially vulnerable. These conversations/queries/tasks are often technical or sensitive in nature, requiring our FinHealth COps to have a deep level of knowledge on our lending products, the assessment of customers affordability and potential vulnerabilities and how to meet our regulator’s high expectations.

To facilitate this, you’ll have the opportunity to lead teams working on a broad variety of financial difficulties, both customer facing and backoffice. Every person in our team cares deeply about their work and the impact that it can have on Monzo and our customers.

We work in teams of around 11 people, working on a variety of tasks. Some teams have an additional focus on specific types of work that are more complex in nature, while others have a more diverse set of skills.

Each Operations Manager supports and coordinates the work of their COps. You’ll directly manage around 6 Team Managers, and help them build successful teams and achieve their professional development goals.

You’ll organise people around you, be a point of escalation, and take appropriate action whenever you see a problem coming - whether it’s a service challenge, a risk associated with a financial difficulties task, or an urgent personal issue.

You’ll listen to your people, guide them through the challenges associated with scaling a company like Monzo, celebrate their every success, and drive the right outcomes for our customers and Monzo.

You’ll also have responsibility for some disciplinary and grievance matters and work closely with your colleagues in other COps teams and the People team to make sure that we apply these policies fairly across all areas of the COps team.

What you'll be doing:

• Partnering closely within FinHealth Group to deliver portfolio performance and changes at pace
• 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
• Impacting how Monzo’s lending products evolve to make sure that we have the customer at the centre of everything we do which hasn’t always been the case in this industry.
• Identifying opportunities for automation and efficiency - driving through changes
• 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.
• Contributing to a high performance culture.
• Running group sessions for leaders, e.g knowledge sharing sessions.
• Support in the interviewing and hiring of new leaders and COps.
• Helping us become an exceptional place to work for the ambitious, highly-motivated, and mission-led COps that we hire.
• Support our UK and SA teams deliver quality outcomes to our Fin Health Customers
• Support our domain in achieving our service levels

You should apply if:

• You have significant experience working in a leadership position as an existing Operations Manager in FinHealth (Collections or Recoveries)
• Experience in leading teams working in collections or recoveries within the financial difficulties space
• Experience leading back office, technical teams and with 3rd party service providers is highly desired but not essential
• You’ve led successful, large teams to achieve their goals and have an empathetic leadership style.
• You’re as comfortable working 1:1 as communicating with large groups.
• You empower your people to find solutions themselves.
• You are an effective advocate and communicator of change.
• You can motivate multiple teams working on ongoing operational work.
• You are very hands-on and solve problems when you spot them.
• What we are doing at Monzo excites you!
• You are comfortable working and communicating remotely.

🙌What’s in it for you

💰 £47,600 - £58,100 + £50,000 options grant + Benefits

📚£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 5 key steps

1. Submit your CV and answer the application questions

2. 30 minute video Recruiter Call

3. Leadership interview

4. Values interviews

5. Final chat with Hiring Manager

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.

#LI-REMOTE #LI-NEM

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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 orientation, 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 😊