Senior Operations Manager, Collections - 12 months FTC

📍Location Remote in the UK | 💰 £85k to £100k + £110k in stock options Benefits | Hear from the team ✨ 

We reserve the right to close this vacancy when we feel we have received enough quality applications. No further applications will be accepted once the role is closed.

About our Financial Health Team:

The Financial Health team forms part of the Operations Team at Monzo and supports the broader mission to help people achieve their financial goals through better borrowing. Sometimes things don't go to plan for our customers and they need our support. 

The Financial Health team's objective is to nurture customers back to a good, or healthy financial situation. There is a real emphasis on not just solving the short term problem for our customers but to promote longer term positive outcomes. 

What you'll be working on:

Leading our Financial Health operation.  This includes:

• Making sure we are operating efficiently and within our defined service levels for responding to our customers
• Making sure we are consistently achieving high standards of quality, customer and bank outcomes including providing the right levels of forbearance where required
• Understanding the operational impact on credit performance and effectively managing this through process and performance
• Working closely with various teams across Monzo such as our planning and scheduling, complaints, quality assurance teams
• Working closely with our Borrowing teams to understand new and changing product, solutions and features and contributing to the design and providing operational input
• Making sure we are able to effectively identify vulnerable customers and provide the right support 
• Working with data analysts and engineers to ensure we are monitoring the right things and delivering value.
• Improving our processes. You will work to automate manual processes and deliver improved, more efficient ones.
• Calmly managing incidents: sometimes things might go wrong and you will organise and coordinate our response.
• ​​Effectively managing a team made up of Operations Managers and Analysts you’ll own and deliver world-class customer service to deliver against all key goals and performance indicators.
• 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.
• Leading and executing on core projects from end to end. You’ll be the go-to person in FinHealth Operations and drive innovative change through your direct team and a wider group of stakeholders such as Product, People, Risk, Complaints and Workforce Management
• Managing and implementing and embedding change from other business areas that impacts FinHealth
• Analysing and reporting performance data confidently and using this information to drive operational improvements, highlighting areas for change 
• Building a “one team” approach across inhouse and outsourced teams, managing the work distribution and strategy across both as well as owning the performance for outsourced Financial Health processes
• Making sure that we are following good governance and control and are compliant with all regulation

You should apply if:

• You’ll have 3+ years of exceptional experience leading a large highly effective operation, ideally in a regulated, fast paced environment, with large customer bases
• You have experience in the Financial Health discipline is essential and are familiar with applicable regulations in the Financial Services sector
• Experience of working with third party suppliers/managing outsourced services
• You enjoy being hands-on and understand the work that your team does 
• Proven track record of end to end project delivery and experience in leading through change
• Strong leadership and proven people management experience
• Strong ability to coach and develop teams and individuals to achieve and maintain targets 
• Strong communications skills and be able to deliver business wide messages in line with our values to ensure messages have landed with clarity
• Experience in identifying performance trends using data to solve problems and identify opportunities
• Excellent English written & verbal communication skills
• Values driven approach in line with Monzo’s core values
• Ability to provide specific actionable feedback to a wide range of audiences and levels

The interview process:

Our interview process involves 4 main stages via GoogleMeet

• First stage - 30 minutes interview with Recruiter
• Second stage - Values interview 
• Third stage - Role Specific interview
• Fourth stage - Leadership Interview

Our average process takes around 3-4 weeks 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 me at [email removed - click apply for more details]

What’s in it for you:

💰 Salary range £85,000 to £100,000 ➕ plus £110k stock options & benefits 

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).

⏰ 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 books, training courses and conferences

➕ And much more, see our full list of benefits here

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