Product & Operational Change Manager, Monzo

• You have experience & knowledge of an Ops Engine system and tools
• You can demonstrate experience supporting Ops Product change
• You have strong project management skills
• You have experience supporting the launch of new product lines or large marketing campaigns
• You have strong prioritisation skills
• You are confident communicating with senior stakeholders
• You can enable the design of excellent COps processes

• The Ops Change Team’s mission is to ensure we are prepared for all high impact changes which impact multiple Customer Operations (COps) services. As Monzo expands product lines and geographies, and embarks on high visibility marketing campaigns and scales our operational tools to meet these needs, Ops Changes Managers will coordinate across COps domains to ensure we’re prepared for these changes
• 🔑You’ll play a key role by…
• Partnering with new product teams to design the product and necessary COps services in line with our COps Servicing design principles
• Creating and co-ordinating COps readiness plans covering each impacted COps domain, working closely with Ops Analysts to ensure they can successfully embed required change into their areas
• Where no process owners exist, designing and embedding required COps processes/workflows, before agreeing long term ownership with COps Senior Managers
• Monitoring success metrics of launches and adapting COps designs in response, before handover to BAU delivery team
• Partnering with Ops Product teams to design and roll out changes to our Ops Engine which impact multiple COps domains
• Understanding needs of each COps domain, in order to contribute to design
• Co-ordinating appropriate roll out and communication plans to each COps domain
• Creating an effective feedback loop from COps to our product teams
• Supporting on COps readiness plans for large marketing campaigns and incidents

• Short video call with a Monzo Recruiter
• Initial video call with the Hiring manager
• 2 x 60 minute video-call interviews
• This process should take around 3 - 4 weeks, but if you’ve got any questions, please reach out to NinaEbanks@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else

• Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
• Flexible working hours
• Work From Home Opportunities + we'll pay for any equipment you need to do your job
• 24 days holiday a year, plus bank holidays
• Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
• Employee Assistance Programme
• Learning budget of £1,000 a year
• Aviva Pension Scheme + 4% Employer Contribution
• Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
• 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
• 3 months of secondary caregiver leave at 100% pay
• Unum Life Insurance
• Access to fertility and family-forming health benefits via Fertifa
• Abellio Season Travel Tickets + Cycle-to-Work Scheme

Total funding: $1.9bn

Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.