Director of Collections & Recoveries
Director of Collections & Recoveries
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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 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 andcombine 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!
Were not about selling products - we want to solve problems and change lives through Monzo
London Cardiff or UK Remote 110500 - 120000 Benefits Hear from the team
Our Financial Health team
Our team is growing and were 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.
Youll 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 Monzos 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 Monzos overall borrowing strategy
Wed 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 Thats totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo were dedicated to creating a diverse and welcoming team. If youre passionate about this role and keen to learn and grow with us we encourage you to apply even if you dont have everything thats listed just yet. Drop us your application wed love to hear from you!
Whats in it for you
110500 -120000 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.
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 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.
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.
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 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 2024 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:
Director
Employment Type
Full Time
