Customer Operations Director – Business Banking and Wealth
Locations: Cardiff, London, or Remote (UK)

Join Us in Redefining Banking for Everyone!

At our core, we’re committed to transforming how banking works, ditching the outdated, convoluted methods of traditional finance. From our vibrant hot coral cards to our get-paid-early feature, paired with credible financial education through social media and our award-winning customer support, we create memorable experiences for our users.

Rather than merely selling products, we focus on addressing challenges and making a positive impact on people’s lives through Monzo.

In the role of Customer Operations Director, you will spearhead the strategic design, implementation, and scalability of our customer operations as we expand our business banking and digital wealth services, which encompass pensions, savings, and investment solutions. Your leadership will be pivotal in ensuring that we provide seamless, compliant, and impactful service experiences tailored to both personal and business clients while fostering efficiency and nurturing innovation.

As a strategic visionary, you will supervise our customer operations alongside change and continuous improvement teams. Your mission will be to cultivate a premier operational function that bolsters growth, ensures regulatory compliance, and garners customer trust.

Key Responsibilities:

• Lead the Business Banking and Wealth Operations with a clear strategy aimed at achieving our growth objectives.
• Own the delivery of exceptional multi-channel customer service, focused on meeting performance indicators and enhancing customer experiences.
• Foster a culture of continuous improvement, optimizing productivity and efficiency through effective leadership, coaching, and team development.
• Advocate for our customers in all aspects of your work, nurturing a culture that your team will take pride in, while championing engagement across the entirety of operations.
• Facilitate the secure and smooth implementation of changes to enable rapid scaling and growth.
• Identify operational risks and devise strategies to mitigate them, while ensuring adherence to relevant regulations and industry standards.
• Develop partnerships across Monzo and with existing and potential third-party collaborators, strengthening stakeholder relationships throughout.
• Engage confidently with senior leadership, including C-suite executives and VPs, while also participating in industry discussions and addressing regulatory inquiries.
• Advance processes and controls within your scope of responsibility, enhancing Monzo’s control environment for improved maturity and scalability.

What We’re Looking For:

• Proven experience in customer operations leadership within a UK bank or financial services firm (including FinTech).
• Demonstrated success in scaling customer operations within a high-growth, regulated context, leveraging automation, outsourcing, and/or offshoring.
• Comfort in managing extensive multi-site operations and a history of building high-performing teams, adept at navigating change and achieving exceptional outcomes.
• Familiarity with business banking operations and wealth management products, including pensions (SIPPs), ISAs, general investment accounts, and fund platforms is advantageous.
• A customer-focused mindset, prioritizing user experience, regulatory integrity, and performance analysis.
• A proven ability to influence senior stakeholders and a track record of resolving complex issues and driving operational enhancements that yield concrete benefits.
• Resilience and adaptability in a dynamic, fast-paced environment, with tasks that evolve regularly.
• A hands-on approach with a commitment to execution and delivery, showcasing a proactive attitude towards experimentation and continuous improvement.
• A passion for developing inclusive teams and fostering an environment where individuals can thrive.
• Proficiency in MacOS, Slack, and GSuite tools, with a willingness to learn new systems and procedures.

What’s in it for You:
This position offers flexibility to work from our London or Cardiff offices or remotely within the UK. We value your time and trust you to manage your hours effectively to excel in your role while balancing personal needs.

• Enjoy a generous £1,000 annual budget for learning, applicable to books, courses, and conferences.
• We will equip you for remote work, providing all necessary tools, including MacBooks, plus additional support for your home office setup if required.

Our Application Process:
The journey includes four simple steps:

1. Stakeholder/Leadership Interview
2. Values/Role Specific Interview
3. Final Interview

Don’t worry if you don’t meet every requirement! We encourage diverse candidates to apply, especially if you’re enthusiastic about this role and eager to grow alongside us.

Please submit your application independently; applications with external assistance will be disqualified. On average, our hiring process lasts 2-3 weeks, and we’ll accommodate your schedule. Should you have any questions along the way, feel free to reach out.

Application Deadline: Monday, July 14th, by 4 PM.

Commitment to Equality:
We prioritize diversity and inclusion at Monzo, ensuring that every team member has the support needed to thrive in their careers. Our mission is to make banking accessible for everyone. You can explore more about our commitment to diversity in our 2024 Diversity and Inclusion Report and Gender Pay Gap Report.

As an equal opportunity employer, we consider all applicants without regard to age, ethnicity, religion, gender, sexual orientation, family status, national origin, veteran status, neurodiversity, or disability status.

When applying, please feel free to use your preferred name – no need to provide full or birth names at this stage.

We look forward to receiving your application!