Job Description

? We're on a mission to make money work for everyone.
We're 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 as and bank accounts, we offer , , a and in the UK, with more exciting things to come beyond. Our UK customers can also , and 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!
We're not about selling products - we want to solve problems and change lives through Monzo ??
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UK Remote | ?68,000 - 84,500 + ?
?Our Personal Banking team
At Monzo, our Personal Banking Customer Operations team is at the heart of our mission to simplify and elevate the customer experience using cutting edge technology. We aim to make every interaction with us as seamless as possible, even when our users need a helping hand.
Our personal banking experience is designed to empower users with features like real-time spending notifications, intuitive budgeting tools, and smart expenditure categorisation, making it easier than ever to manage finances. We've also got you covered when it comes to free spending abroad, effortless bill splitting, and customisable saving pots to enhance control and convenience. With transparency and a customer centric approach at the forefront, we're committed to reshaping the banking experience, ensuring it truly fits into our users' everyday lives.
As a Senior Operations Manager in Personal Banking, you'll be a pivotal part of our wider Customer Operations Team, driving excellence in every customer touchpoint.
?You'll play a key role by...
In this leadership position, you will guide a team of Operations Managers, ensuring excellence in frontline customer service. These teams serve as the primary contact point for our customers, managing an array of customer-facing tasks across multiple communication channels. Your leadership will empower your teams to excel in delivering a consistently superior customer experience.

• Effectively manage a team made up of Operations Managers. You'll own and deliver world-class customer service through multi-channel management to deliver against all key goals and performance indicators.
• Develop and implement leadership development strategies that align with Monzo's goals and values.
• Act as a liaison with regulatory bodies, representing Monzo's interests and ensuring compliance with all relevant requirements.
• Examine and evaluate current processes to identify areas for improvement, streamline operations, and increase efficiency.
• Support change management initiatives to ensure smooth transitions and adaptability in a constantly evolving business environment.
• Reviewing and evaluating current processes and our ways of working. You'll work with the wider team to support in redesigning how we execute all of our Personal Banking processes to provide a great service, handle all contact efficiently and effectively, and offer the best customer experience possible.
• Develop and maintain strong, strategic relationships with global outsourcing partners to ensure collaboration and achievement of shared goals.
• Interpreting performance data confidently and using this information to drive operational improvements, highlighting areas for change within your department.
• Role model, reinforce and embed leadership development programs that enhance leadership capabilities and prepare leaders for future challenges.
• Leading and executing on core projects from end to end. You'll be the go-to person in Personal Banking Operations and drive innovative change through your direct team and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management.
• Developing and managing strategic partnerships across Monzo, and with new and existing third parties. You will build strong and effective stakeholder relationships throughout
• Leading by example. You'll be a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement and development across the whole operation.
• Managing team rituals, planning meetings and retrospectives - making sure the information flow in and out of the team is easy and effective.

? We'd love to hear from you if...

• You've had significant experience leading a highly effective operation, ideally in a regulated, fast paced environment, with large customer bases.
• You have a proven track record of end to end project delivery and proven experience in leading others through change.
• Ability to thrive in a dynamic, fast-paced environment, adeptly navigating change and ambiguity with agility and resilience.
• You have strong leadership and proven people management experience - you have a strong capability to lead through leaders.
• You love to coach and develop teams and individuals to achieve and maintain targets.
• You have strong communications skills and are able to deliver business wide messages in line with our values to ensure messages have landed with clarity.
• You've had experience in identifying performance trends using data to solve problems and identify opportunities.
• You have the ability to provide specific actionable feedback to a wide range of audiences and levels.
• You are a seasoned team player, capable of collaborating effectively with senior leadership and cross-functional teams.
• You have experience working with third party providers and global outsourcers.
• You're able to work towards a long-term strategy and create and execute against goals and supporting OKRs.
• Comfortable with monthly travel to one of our UK based offices.

Not ticking every box? That's totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we're dedicated to creating a diverse and welcoming team. If you're passionate about this role and keen to learn and grow with us, we encourage you to apply- even if you don't have everything that's listed just yet. Drop us your application, we'd love to hear from you!
?What's in it for you
?68,000 - 84,500 ?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.
?1,000 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! .
? The application journey has 4 key steps * Application stage

• Recruiter call (30 minutes)
• 1st stage Values based interview (60 minutes)
• 2nd stage Leadership/Technical based interview (60 minutes)

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.
The closing date for applications is Tuesday 25th November 2025 at 5pm.
#LI-REMOTE
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're 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 , 2024 and 2024
We're 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 don't need full or birth names at application stage ?

Skills Required