Operations Manager, Quality Assurance

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 47600 - 60200 Incentive Awards tied to your performance Benefits

Our QA Team

Quality Assurance is part of our Customer Operations Shared Services and is one of our key controls to not only protect the bank from poor customer outcomes but also to ensure that we are providing exceptional service to our customers and achieve our mission of making money work for everyone.

Youll play a key role by...

As an Operations Manager youll be a key leader in Monzos QA operation ensuring our team have the tools skills and support required to deliver assurance checks against scorecard requirements. . 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 4/5 Team Managers empowering them to bring out the best in their own teams and build future leaders. Coach and support.
• Strategic QA Modernisation: Leading the transition from traditional Quality Assurance (compliance-focused) to QA 2.0 (Outcome Testing) (consumer duty and outcome-focused).
• Driving Operational Decisions: Working with WFM to make critical real-time operational decisions.
• Owning Performance: Take full ownership of your operations performance. Youll keep a close eye on the numbers spot emerging trends and drive meaningful improvements. Drive high performance through qualitative and quantitative means.
• 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 while transitioning to QA 2.0
• Collaborating Across Monzo: Partner with key stakeholders across the bank including Customer Operations in delivering outstanding quality.
• Leading Through Change: Help your teams stay focused and resilient in Monzos fast-moving ever-evolving environment.
• Outsourcers: Supporting the above in relation to our Global Operations.

Wed love to hear from you if

• Leader of Leaders: Proven track record in managing coaching and scaling high-performing leadership teams in fast-paced customer-centric environments.
• Performance Culture: Expertise in performance management frameworks that drive accountability while maintaining high morale and engagement.
• Dynamic Adaptability: Ability to thrive in high-energy ambiguous settings viewing complex challenges as opportunities for innovation and growth.

• Systems Thinking: Deep understanding of organisational workflows from demand-based scheduling to maximizing total output and throughput.
• Operational Drive: An operational first mindset with the ability to identify bottlenecks and implement lean efficient processes that scale.
• Resource Optimisation: Skilled in balancing operational efficiency with service quality to ensure peak performance without burnout.

• Change Management: Proven ability to transition teams through structural shifts ensuring buy-in and alignment during the move from legacy QA to modern data-integrated quality models.
• Outcome-Driven Quality: Ability to redefine quality success metrics to align directly with customer satisfaction and business impact.

• Inclusive Leadership: A deep-seated commitment to Diversity Equity and Inclusion ensuring these values are woven into the fabric of the teams daily operations.
• Holistic Wellbeing: A proactive approach to team wellbeing recognizing that sustainable high performance is built on a foundation of psychological safety and support.
• Talent Incubation: Passionate about mentorship and professional development helping managers unlock the full potential of their individual contributors.

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

47600 - 60200 Incentive Awards tied to your performance Benefits

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

Applications close on Thursday 7th May 2026 at 5pm.

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.

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-SB

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