Personal Banking Team Manager, Monzo

• Experienced in providing thoughtful, empathetic management, supporting individuals while driving performance
• Passionate about developing people and managing performance effectively
• Understanding of business needs and the role we play in meeting service delivery obligations
• Skilled at providing direction and motivation, navigating change, and driving a clear vision forward, even in ambiguous or changing situations
• Confident in handling difficult conversations, including absence and wellbeing management
• A proactive self-starter who takes initiative and stays curious
• Hands-on and solutions-focused, able to spot and resolve problems while adapting to shifting priorities

• Our Customer Operations (COps) are all about Customer Experience
• Our mission is to “Make Money Work For Everyone” and you’ll lead a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank
• Leading and empowering your team to deliver a human, customer-focused service—helping people make money work for them, and solving problems that are in the way of that
• Coaching and developing your team to reach their full potential—thinking big, starting small, and owning every step of the journey
• Create and maintain a strong customer-first culture, keeping the team focused on what matters most—helping customers navigate their personal finances
• Lead, coach, and support your team to achieve their personal, professional, and performance goals
• Drive performance at both individual and team levels, ensuring we meet customer demand with the right level of service
• Review the quality of your team’s customer interactions, identifying opportunities for improvement both individually and structurally
• Hold regular feedback and development sessions, including weekly one-to-ones and team meetings
• Support your team with complex queries, providing clear explanations, demonstrations, and motivation to help them excel
• Encourage others to identify opportunities to improve the customer experience and enhance Monzo’s ways of working
• Use data to spot trends and address performance gaps, making informed decisions to drive improvement
• Guide your team through business changes, ensuring clarity and alignment within your area
• Keep your team motivated and engaged, even during periods of high demand, as we continue to grow
• Interviewing for new members of your team, ensuring every candidate receives a world class experience

• 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.