Operations Manager, Life Events - Bereavements and Third Party Access

Lead a customer-centric culture focused on helping customers and representatives during difficult life events. Build and expand the team to support growth, deliver great service, and maximize efficiencies. Coach and develop Team Managers to achieve quality and compliance. Interpret performance data to drive operational improvements and celebrate success. Support wider stakeholders in recruitment and people cases. Lead key projects using Life Events knowledge to shape the future for people, business, customers, and representatives. Help Monzo become an exceptional place to work, leading team rituals, planning meetings, and retrospectives to ensure effective information flow. Looking for an experienced Operations Manager with specific regulated environment experience supporting Life Events teams (bereavements and third party access). Senior leadership experience is important in a fast-paced, customer-centric role, preferably within Banking/Financial Services. Drive exceptional service and understand the importance of getting things right for customers and their representatives first time, every time. Recommendations to drive continuous process improvements is needed. The ability to build and grow teams, prioritizing based on customer demands, business needs and risk mitigation, executing and delivering projects.