Operations Manager, Personal Banking

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

Due to the forecasted popularity of this role we will 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.

London Cardiff or UK Remote 4760 - 60200 Share Options Benefits

Our Personal Banking team

Monzos Personal Banking team is right at the heart of what we do. Were here to make sure our customers get the help they needwhether thats sorting an urgent payment supporting someone through a tricky moment or simply making banking feel effortless.

Youll play a key role by...

As an Operations Manager youll be a key leader in Monzos Personal Banking operation ensuring our customers get the best possible support during peak operating hours. Youll guide your managers and their teams to success ensuring service excellence is delivered consistently.

• Leading and Developing Leaders: Coach and support a team of up to 7 Team Managers empowering them to bring out the best in their own teams and build future leaders.
• Driving Operational Decisions: Make critical real-time operational decisions effectively balancing service levels team wellbeing and efficiency to deliver an outstanding customer experience.
• Owning Performance: Take full ownership of your operations performance. Youll keep a close eye on the numbers spot emerging trends and drive meaningful improvements.
• Championing Your Team: Advocate for your teams needs making sure they are engaged supported and set up for success every day.
• Innovating Processes: Drive operational excellence by proactively reviewing processes tools and ways of working to make everything slicker and smarter.
• Collaborating Across Monzo: Partner with key stakeholders across the bank including workforce planning and risk teams to ensure a smooth and efficient operation.
• Leading Through Change: Help your teams stay focused and resilient in Monzos fast-moving ever-evolving environment.

Wed love to hear from you if

• Youre an experienced people leader with at least 3 years of managing leaders in a fast-paced customer-focused environment.
• You thrive in high-energy dynamic settings and genuinely love a challenge.
• You care deeply about people development inclusion and wellbeing helping managers and their teams do their best work.
• You are data-driven and completely comfortable making key decisions based on insight.
• Youre passionate about creating the best banking experience for our customers.

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

4760 - 60200 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 3 key steps:

• Recruiter video call
• 1 hour role specific interview
• 1 hour 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.

Due to the forecasted popularity of this role we will 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.

#LI-REMOTE #LI-JK

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