Service Manager, Workforce Management

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

Hear from our UK team about what its like working at Monzo

London Cardiff or UK Remote 50200 - 63450 Benefits Hear from the team

Our Workforce Management team

Youll play a key role by...

• Owning the full WFM planning cycle for your domains ensuring seamless operations.
• Managing and empowering a high-performing team of analysts with diverse WFM and Service skill sets clearly defining their responsibilities expectations and contribution to WFM goals.
• Continuously improving WFM processes to meet service requirements (SLAs) enhance COps efficiency (Wait Time) and align with budget (FTE/Overtime).
• Proactively identifying risks to service and recommending cost-effective solutions. Youll also escalate FTE/Overtime overspend risks and propose mitigation strategies.
• Managing short-term forecasting for your domain through your forecasting analyst. This includes ensuring we are meeting our Forecasting KRIs planning for strategic impacts events and product changes and forecasting changing requests. Youll also ensure we meet SLAs for forecasting change requests and modelling within Anaplan.
• Ensuring we have optimised schedules for the horizon with flexible working options available for your domain.
• Producing weekly and monthly reports for senior stakeholders supporting board reporting and weekly service meetings. This also includes producing root cause analysis documentation.
• Responding to incidents and working a WFM On-Call rota on PagerDuty to support out-of-hours incident response and service incidents. This is on a rough 1 in 6 week rota.
• Partnering with the WFM Tech team to prioritise impactful initiatives and working closely with your Workforce Management Analysts.
• Comfortably supporting various projects and product changes.

Wed love to hear from you if

• You have operations WFM product/data and service management experience.
• You have a strong understanding of service management comfortable with queues task views and SLAs.
• You can have short term forecasting experience and can deep dive into service forecasting and scheduling issues to improve domain performance and align with WFM and domain goals.
• You have proven experience managing and developing a high-performing team setting clear responsibilities expectations and contributing to overall WFM objectives.
• You have a high degree of comfort working with data to create documentation recovery plans and weekly reporting.
• You have experience with projects and product changes ensuring WFM can effectively support operational needs.
• Youre proficient in data analysis through multiple tools including data visualisation tools (Looker Tableau etc.) BigQuery and Google Sheets.

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

50200 -shares

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 Questions
• Recruiter Call
• Take Home Task (Presentation)
• Role Specific & Values 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.

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.

If youre successful in applying for this role well work with you to find a start date thats as early as possible. So that we can make sure things continue to run smoothly and our teams arent too stretched this might not always be as soon as expected. Well be sure communicate this with you and keep you updated.

#LI-REMOTE #JI

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