Team Manager, Personal Banking Cardiff, Wales
Job description
Remote or Cardiff | £30,000 - £35,000 + 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 Personal Banking Team:
We're looking for smart, people focused Team Managers to lead our Customer Operations (COps) squads to continue delighting our customers. Our customer operations team is at the heart of Monzo: every person in this team not only cares about our customers' problems, but is empowered to solve them quickly and with minimal fuss. We work in teams of around 12 people, who are spread over the UK working remotely.
What you'll be working on:
As a Team Manage, you have two main focuses:
- Making sure our customers are happy and satisfied, and their issues are fixed quickly and completely: This will involve organising people around you and taking quick action when you see a problem coming – whether it's helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.
- Helping each member of your squad to achieve their personal performance targets, listening, coaching, guiding them through hard times and celebrating their successes.
Your day-to-day
- Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their personal financial lives
- Leading, coaching and supporting your team to achieve their personal, professional and performance goals
- Holding weekly feedback and development sessions with the individuals in your team, along with team-meetings and daily huddles
- Empowering others to spot opportunities to make a difference to customers and Monzo's ways of working
- Using data to spot trends and understand performance gaps
- Helping your team with the most difficult queries and building their knowledge around complex issues
- Leading and taking ownership for managing all business changes within your squad
- Regularly reviewing the quality of your team's customer interactions to identify areas of potential improvement, both individually and structurally
- Motivational – we're growing fast and need to make sure our team stays engaged during challenging periods of demand.
You should apply if:
- You have previous Contact Centre Team Management experience,
- Experience of successfully managing and coaching a team
- You're a curious self starter able to act on your own initiative and suggest positive recommendations for change
- You're able to performance manage and also drive performance
- You have experience of absence and conduct management, including managing behaviours that align to our Monzo values
- Experience of managing wellbeing challenges in a remote setting
- You are very hands-on and solve problems when you spot them
The Interview Process:
Our interview process involves 3 main stages:
- Application Questions
- Recruiter Call
- Interviews
Our average process takes around 2-3 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 us on [email protected]
What's in it for you:
£30,000 - £35,000 ➕ plus stock options & benefits
- 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
Closing date for applications 4th April 5pm
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, 2021 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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