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