New Business Success Team Manager

Our Business Success Team Manager will be supporting our specialists responsible for the overall experience of our most complex businesses and represent Monzo by working with teams across the bank to create smooth experiences that build trust and confidence in our Business Banking product and support. Our Business Success Team are amongst the most knowledgeable COps in their domain space and hold subject matter expert prowess. Being the voice of Monzo Business for our most complex businesses to building trust and confidence in our product and service Manage customer queries from our most complex businesses and own the case management of those queries from start to resolution, keeping customers informed and setting the right expectations. Provide exceptional inbound support, while also identifying opportunities for customers to get more value from our products and services. Support businesses through their onboarding key business growth milestones, staying aligned every step of the way as their business evolves. Actively engage in value-led conversations to uncover unmet needs or pain points, guiding businesses to relevant Monzo features or services that support their growth and operational efficiency. Spot trends and emerging needs across business accounts, proactively surfacing opportunities to improve the customer journey or introduce helpful features that align with their evolving goals. Advocate for our most complex business customers across domains to get the right outcomes, escalating and resolving any issues.