Operations Manager, Personal Banking

Role Overview

• Coach and support a team of up to 7 Team Managers, empowering them to bring out the best in their own teams and build future leaders.
• Make critical, real-time operational decisions, effectively balancing service levels, team wellbeing, and efficiency to deliver an outstanding customer experience.
• Take full ownership of your operation's performance. You'll keep a close eye on the numbers, spot emerging trends, and drive meaningful improvements.
• Advocate for your team's needs, making sure they are engaged, supported, and set up for success every day.
• Drive operational excellence by proactively reviewing processes, tools, and ways of working to make everything slicker and smarter.
• Partner with key stakeholders across the bank, including workforce planning and risk teams, to ensure a smooth and efficient operation.
• Help your teams stay focused and resilient in Monzo's fast-moving, ever-evolving environment.

Requirements

• You're an experienced people leader with at least 3 years of managing leaders in a fast-paced, customer-focused environment.
• You thrive in high-energy, dynamic settings and genuinely love a challenge.
• You care deeply about people development, inclusion, and wellbeing, helping managers and their teams do their best work.
• You are data-driven and completely comfortable making key decisions based on insight.
• You're passionate about creating the best banking experience for our customers.

Benefits

• £1,000 learning budget each year to use on books, training courses and conferences.
• 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.
• 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.
• Share Options
• Plus lots more!