Team Manager, Business Banking

As a Team Manager in Business Banking at Monzo, you will empower your team to deliver exceptional customer service across various channels, including web chat, email, phone, and task-based workstreams. You will also focus on their professional growth, guiding them to become experts, and fostering a positive team culture through support, guidance, and development opportunities. This role is crucial for supporting the rapid growth of Monzo's award-winning Business Banking product.

Must Have

• Leading, coaching and supporting teams to achieve personal, professional and performance goals.
• Instilling a strong customer-centric culture.
• Providing support through side-by-side coaching, call listening and 1:1 sessions.
• Holding daily buzz sessions and weekly team meetings.
• Driving individual and team performance to meet customer demand.
• Managing schedules in conjunction with the Real Time team.
• Regularly reviewing the quality of team's customer interactions.
• Helping team with difficult queries, explaining, demonstrating, and motivating.
• Being a point of escalation for Business Banking products and processes.
• Using data to spot trends and understand performance gaps.
• Leading the team through business changes.
• Consistently ensuring an engaging and rewarding working environment.
• Inspirational leader with a track record of leading high performing and happy teams.
• Love coaching people to improve their own performance.
• Self-starter who sees their teams as their own business.
• Comfortable leading a team working towards productivity and quality targets.
• Passionate about getting customers' queries solved efficiently.
• Excited about developing individuals and managing performance.
• Understand the need for difficult conversations (absence, conduct management).
• Very hands-on, solves problems, and able to shift priorities at short notice.

Perks & Benefits

• Share options
• Flexible working hours
• £1,000 learning budget each year
• Macbooks provided
• Extra support for work-from-home setup for fully remote workers

⭐Our Business Banking team

Our business banking product, Best Business Banking App at the 2022 British Bank Awards, is built for our customers, making it simple for small businesses to pay and get paid. We have an exciting year ahead and are expanding our team to support the rapid growth of our Business banking product.

As a Team Manager, your role will encompass three primary focuses: first, empowering your team to deliver exceptional customer service across various channels, including web chat, email, phone, and multiple task-based workstreams. You'll play a crucial role in ensuring that the team members are equipped and motivated to address customer inquiries and issues efficiently. Second, you'll prioritise the professional growth of your team, guiding them from being new members to becoming absolute experts in their respective roles. This involves nurturing their skills and knowledge to ensure they excel in everything they do. Lastly, you'll be instrumental in fostering a positive team culture, marked by substantial support, guidance, and development opportunities. By engaging your team effectively, you'll create an environment where collaboration and continuous improvement are at the forefront.

🔑You’ll play a key role by...

• Leading, coaching and supporting your team to achieve their personal, professional and performance goals
• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their personal financial lives
• Providing support through side by side coaching, call listening and 1:1 sessions with your team members to aid their continuous improvement
• Holding daily buzz sessions and weekly team meetings that focus on team engagement, performance and everything in between
• Being responsible for driving performance on an individual basis and a team level to ensure that we are performing at the level required to meet customer demand
• Managing schedules in conjunction with our Real Time team to ensure that we always have the right amount of people in the right place at the right time
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
• Helping your team with the most difficult queries and capable of explaining, demonstrating and motivating people to be excellent at their roles
• Being a point of escalation for queries on our Business Banking products and processes, either answering questions first time or directing inquiries to the right place
• Using data to spot trends and understand performance gaps
• Leading your team through business changes within your area
• Consistently making sure that the working environment is as engaging and rewarding as possible for those that you lead

🤩 We’d love to hear from you if…

• Have experience working within a Business Banking team within a financial services environment. This experience is essential.
• Are an inspirational leader that has a track record of leading high performing and happy teams
• Love coaching people to improve their own performance
• Are a self starter who sees their teams as their own business and is confident in your way of working
• Are comfortable leading a team working towards productivity and quality targets as well as understanding the impact that your day to day tasks have on service deliver
• Are passionate about getting customers queries solved in the most efficient way possible
• Are excited about developing individuals and managing performance
• Understand the need for difficult conversations at times; from absence and conduct management to saying no to requests that you aren’t able to grant
• Are very hands-on and solve problems when you spot them and be able to shift priorities at short notice
• Enjoy working with people from all walks of life

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

💰£32,200 - £40,750 ➕share options

⏰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. Application stage

2. Recruiter call (30 minutes with a recruiter)

3. Final stage interview (60 minutes)

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.