Learning and Development Lead (12 Month FTC)
Learning and Development Lead (12 Month FTC)
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Job Description
Were on a mission to make money work for everyone.
Were 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 aspersonal and business bank accounts we offer joint accounts accounts for 1617 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 getpaidearly 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!
Were not about selling products we want to solve problems and change lives through Monzo
UK Remote Salary range starts atdepending on experience Benefits
Mission & Purpose
Our Mission in the Learning and Development function is to ensure operational teams have the training and tools to be the best that they can be. We have some big plans over the next 12 months and were looking for someone brilliant to help us execute.
Were looking for a motivational learning and development specialist to lead our Core Services Customer Operations onboarding and ongoing learning at Monzo across the next 12 months. Customer Service Operations is now a 2500 strong team operating across 3 different sites and with many working remotely
This isnt banking as you know it we are fast agile and expect you to take ownership. Were focused on our end goal of helping a billion customers across the world manage their money. Today we have over 10 million amazing customers weve done this with a small talented team but were growing. Fast. One of our (many) next key missions is to evolve what weve built so far into a profitable sustainable business.
Were looking for someone who is passionate about learning and development creative in their approach with experience developing and implementing customer service training in a regulated contact centre. An ideal candidate will also be great at leading small internal learning and development teams focused on digital learning design that works for our distributed customer service teams (known internally as COps).
Wed love someone with strong Financial services knowledge to help drive forward learning solutions in this area and they should come poised with a passion to learn more about Core Services within Operations to then spearhead learning in this area too.
The Role
Youll lead a small team of trainers as well as developing and maintaining the onboarding and ongoing learning requirements curriculums and learning materials for our Customer Operations People (COps) within Core Services.
In this role youll work closely with the Customer Operations leadership team our People team Hiring and Workforce Management who forecast and produce the schedules for our customer service staff (COps).
Its a busy fast paced role were hiring a lot of COps and we have lots of exciting changes coming up. Youll need to be comfortable readjusting plans when things change often. Our training approach and digital learning journeys are at an early stage. Youll be able to use your experience of different learning methodologies techniques tools and practices to make sure our training is the most effective it can be. Youll also be able to shape our ongoing training programme for COps after their onboarding journey and throughout their career as a COp.
Youll play a key role by
- Support and engage with the overarching learning strategy bringing this to life within Core Services and breaking this down into a deliverable roadmap.
- Running and supporting learning & development projects such as the design and implementation of new learning solutions
- Designing training curriculums defining learning requirements as well as designing and supporting the delivery of skills and role training.
- Planning training cohorts working closely with the rest of the Training team Hiring Workforce Management our Team Leaders (theyre called Squad Captains at Monzo) and TechOps to make sure everything runs smoothly. Youll have effective contingency plans in place just in case there are any hiccups
- Linking directly with the relevant Senior Managers to ensure learning and development is proactive and supportive.
- Working as a consultant and offering insights and recommendations to drive learning solutions forward
- Supporting with frequent new product launches; ensuring the right training solution is designed and implemented to support.
- Building and maintaining effective assessments to evaluate the learner performance skills and knowledge
- Monitoring and reporting on training performance and using data to drive continuous improvements
- Running and testing our controls for example controls that make sure training is up to date meets the needs of the audience and we have robust record keeping (attendance/pass rates version control etc.)
- People management of a team of domain trainers: supporting their growth workload and prioritisation.
- Responsibility for the accreditation of trainers.
- Building and maintaining relationships with Operations; having sometimes challenging conversations to advocate for training.
- Supporting multisite training; working with outsourcing Partners.
Wed love to hear from you if
- Above everything a can do make it happen approach this is a fastpaced high impact role that is responsible for managing multiple priorities supporting the Core Services operation to make things happen with speed.
- Last minute change doesnt phase you youll have experience planning onboarding cohorts in a fast scaling environment and amendments to plans will excite you
- Youll thrive working with ambiguity and work to seek solutions not problems
- You will be comfortable with context switching and supporting a variety of different projects/ workstreams at once.
- Time management is one of your superpowers and youre motivated by meeting deadlines across a range of projects running alongside each other
- Lots of experience designing and delivering contact centre training
- Have experience identifying and documenting learning requirements and designing and building training curriculums in a regulated firm
- Youll have a real passion for leading and developing trainers to deliver high quality training outputs with hands on experience of doing so effectively
- Written and verbal communication is something you do seamlessly your team colleagues and stakeholders love working with you as a result
- Be comfortable analysing data spotting trends and producing graphs and charts
- Be happy being handson and take satisfaction in supporting colleagues projects or tasks however big or small
- Be excited by what were doing at Monzo.
- Have a risk mindset and a passion to improve things for our COps and customers
It would be great if you also:
- You have a background in the financial services industry.
- Having experience designing and working with digital learning platforms a lot of our customer service staff (COps) work remotely so digital learning is key.
- Have learning and development experience in a remote working setting.
Whats in it for you
(dependant on experience) share options.
This role can be based remotely from anywhere within the UK but if successful will be expected to travel to our London and Cardiff offices as required.
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.
1000 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 workfromhome setup.
Plus lots more! Read our full list of benefits.
The application journey has 3 key steps
- Application and CV Review
- Recruiter Call (30 mins) Once you apply if successful to the next stage one of our Recruiters will reach out to you for an introductory conversation.
- Interview Loop This stage consists of 2 separate interviews that usually happen across 12 days. This will be made up of technical interviews and a Leadership Interview. If you get through to this stage your Recruiter will have a 20minute chat with you beforehand to help you get ready and prepare for this stage.
This process should take around 4 weeks your schedule is really important to us so we promise to be as flexible as possible!
Youll hear from us throughout the application process but if youve got any questions please reach out to You can also use this email address to let us know if theres anything we can do to make the process easier for you because of disability neurodiversity or anything else.
Well only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you dont miss out.
#LIREMOTE #LIHRW
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
Were 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 dont need full or birth names at application stage
Required Experience:
Contract
Employment Type
Full Time
