Planning & Performance Manager

📍London OR Remote within the UK | 💰 £65,000 - £90,000 + Benefits | 

About us: 

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Workforce Management Team: 

You’ll be joining the Workforce Management team which forms part of the Operations Collective. You will  report to the Director of Workforce Planning & Supplier Management. You’ll work alongside our Global Capacity & Planning Lead to deliver consistently strong service management for our Operations team.

What you’ll be working on:

• You’ll be the accountable Lead for service delivery and driving continuous improvement across the operation via Real Time service management & reporting

• You’ll be accountable for the delivery of best in industry quality and service that supports strategic short term planning

• You’ll lead the full review of people working patterns and contract types to assess fitness for purpose and scalability, understanding the requirements, dependencies and risks

• You’ll lead transformational change projects to build, plan and implement shifts and contracts that support our team’s wellbeing while addressing our customer needs in line with our Monzo EVP

• You’ll partner with our People and Operational Senior Leadership teams to optimise the people experience and engagement levels in relation to all WFM responsibilities

• You’ll identify opportunities and make recommendations to maximise efficiency and service and lead on related initiatives

• You’ll partner with our Product & Cost squads on our WFM systems and define future requirements for Monzo growth and scalability

• You’ll work with a cross functional teams to implement improvements to our data, processes, schedules and real-time service management

You’ll spend your day:

• Retrospectively analysing in detail, our service performance for the previous day / week / month and sharing information with stakeholders

• Understanding the service delivery outlook for the day or week ahead, and partnering with your team to ensure the delivery of strong performance 

• Focusing on, and proactively addressing any potential areas of amber or red performance 

• Leading your team to deliver positive realtime management of service across operations, encouraging good communication across all stakeholders

• Supporting operational projects connected to workforce management and system management

• Building strong relationships across the Operations Leadership team

• Clearly and articulately communicating current service performance levels and outlooks

• Making educated decisions and adjustments on service delivery to benefit the wider service performance

You should apply if:

• You have a robust understanding of operational service management

• You’re passionate about operations and have a history of understanding how to deliver strong performance across a high performing team

• You can demonstrate Real Time Management and short-term tactical planning experience

• You’re forward-thinking, and creative when solving immediate problems

• You can navigate areas of ambiguity, and thrive in a fast-paced, change-heavy environment

• You’re willing and able to get hands-on, and into the detail when required

• You’re excited about solving new and exciting ‘ways of working’ challenges

• You have strong communication and stakeholder management skills

• You have experience with managing and developing team members 

The interview process:

Our interview process involves 5 main stages: 

• Quick call with a Monzo Recruiter

• Video-call with a member of the team (30 mins) 

• Task 

• 2 x Competency based Interviews (‘Technical Interview: 60 mins & ‘Leadership & Stakeholder Mgmt Interview’: 60 mins)

• Final chat with someone from the Senior Leadership Team

⏳ Applications close at 6pm on 30th June 2023

Our average process takes around 2-3 weeks (after the application close date) but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on [email removed - click apply for more details]

What’s in it for you:

💰 £65,000 - £90,000 (dependent on experience) ➕ plus stock options & benefits 

📍This role can be based in our London office OR can be distributed working within the UK (with travel to London once a month).

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚 Learning budget of £1,000 a year for training courses and conferences ➕ And much more, see our full list of benefits here

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2022 Diversity and Inclusion Report and 2022 Gender Pay Gap Report.

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.

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