Operations Manager, Complaints and Vulnerability

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

📍Dublin | 💰 €54,400 - 66,240 + benefits | 6-month FTC | Hear from the team ✨

⭐ Our Operations team

By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better for everyone 💪

The EU Operations team is at the heart of everything we do for our customers at Monzo. We know that things don’t always go as planned for our customers and in Complaints and Vulnerability (VAIB) we want to make things as simple and easy as possible to remediate this for everyone.

We are looking for an experienced Complaints & Vulnerability specialist. This role will support our EU Complaints & Vulnerability Manager, working closely with them to ensure that we deliver effective support for customers in these circumstances. This will be a 6-month Fixed Term Contract (FTC).

🔑 You’ll support our operations by...

Supporting our EU Complaints & Vulnerability Manager to ensure that our Complaints and VAIB processes are delivered compliantly with our policies and standards, and adhere to all CBI and EU regulations

Helping to review and evaluate current processes and our ways of working. You’ll work with the wider team to support in redesigning how we execute all of our complaints and VAIB processes to provide a great service, handle all contacts efficiently and effectively, and offer the best customer experience possible

Supporting root cause analysis to identify any trends and customer pain points, and using this data to provide feedback to our product and operations teams

Helping to review performance data confidently and using this information to drive operational improvements, highlighting areas for change where required

Supporting core projects from end to end. You’ll be a contact person in Complaints, and VAIB for EU Operations and drive innovative change through collaboration with the UK Operations team, our third party partner and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management

You’ll be a customer advocate in all you do and help build a culture that our team and partners are proud to be a part of, by helping to influence engagement across our operations teams

🤩 We’d love to hear from you if…

You have a deep understanding of how operational teams serve Complaints and Vulnerable Customers in a CBI regulated environment

You have a values driven approach in line with Monzo’s core values

You’ll enjoy being hands-on, supporting our EU Complaints & Vulnerability Manager, and understand the work that an operations team does

You have a proven track record of end-to-end project delivery and experience in leading through change

You have strong communications skills and are able to deliver business wide messages in line with our values to ensure messages have landed with clarity

You have experience in identifying performance trends using data to solve problems and identify opportunities

You have ability to provide specific actionable feedback to a wide range of audiences and levels

You have advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice

You're fluent in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰€54,400 - 66,240 + benefits

📍This role will have a hybrid working model, based in our Dublin office

⏰ 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

🏝 Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)

📚€1,200 learning budget each year to use on books, training courses and conferences

🏥 Private healthcare scheme

💰 Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%

💛 Wellbeing benefits: financial education, women’s and men’s health support, mental health benefits, including coaching and counselling

🌈 The application journey has 4 key steps

30 min call with the Recruiter

30 min video call with the Hiring Manager

2 hours of technical and behavioural interviews

This process should take around 2-3 weeks from the 1st interview - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-MOS1

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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, 2024 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊