Senior Workforce Management Analyst, 12 Months Fixed Term Contract

London - UK

Monthly Salary: £ 40400 - 51050

Posted on: 28 days ago

Vacancies: 1 Vacancy

Job Summary

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 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!

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 40400 to 51050 Benefits

Our Workforce Management (WFM) team

This is an excellent opportunity to step into a key Senior WFM Analyst role on a 12-month fixed-term contract. Youll report to the WFM Service Manager and be instrumental in using data-driven insights to perfectly staff our customer operations and service teams.

You will be crucial in predicting our resource needs proactively identifying risks and translating those findings into clear actionable strategies for our senior leaders. Youll be a guiding voice for leaders constantly improving WFM processes and collaborating closely with Operations People Hiring and L&D to boost efficiency and enhance the customer experience at Monzo.

Youll play a key role...

Preparing clear concise and actionable executive-level reports and presentations on WFM performance trends and resource requirements for senior leadership.
Analysing large datasets identifying patterns and trends and communicating key insights to stakeholders. Youll use Google Sheets and Looker to create visualisations and reports with a basic knowledge of BigQuery being a bonus.
Creating and reviewing shift offerings to support business growth and improve our flexible working employee rating.
Showing the operational impact of supply and demand for potential changes to shift patterns across all required domains.
Working closely with the forecasting People Operations and WFM data teams to continuously improve schedule quality shift offerings and reduce errors.
Ensuring holiday utilisation remains within budget and at expected quarterly levels factoring in seasonality.
Deep-diving into schedule issues to improve schedules reduce manual amendments and increase schedule automation per domain.
Managing mappings service goals and overall Verint backend configuration and setup.
Collaborating with the People team (for FWRs) Hiring L&D (for New Hires) Operations (for schedules skills and shifts) and Forecasting for schedule accuracy.

Wed love to hear from you if

You have demonstrable experience in workforce management ideally in a fast-paced high-growth environment (e.g. technology customer support operations).
You possess expertise in WFM software and tools with Verint experience preferred.
You have strong proficiency in Google Sheets (advanced formulas pivot tables and data analysis).
You have experience presenting complex data to executive leadership and influencing decision-making through clear strategic communication.
You have excellent analytical skills with the ability to synthesise data identify trends and translate insights into actionable strategies.
Its a bonus if you have familiarity with Looker basic knowledge of BigQuery or experience with scenario planning resource modelling and strategic capacity planning.
You can work autonomously manage multiple priorities and thrive in a dynamic environment.

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

40400 - 51050 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.

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
Presentation & Role Specific Interview
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.

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 #LI-JI1

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:

Senior IC

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 accou...