Senior Manager, Personal Banking Operations

Be a pivotal part of our wider Customer Operations Team, driving excellence in every customer touchpoint. You will guide a team of Operations Managers, ensuring excellence in frontline customer service. These teams serve as the primary contact point for our customers, managing an array of customer-facing tasks across multiple communication channels. Your leadership will empower your teams to excel in delivering a consistently superior customer experience. In this role, you will effectively manage a team of Operations Managers, delivering world-class customer service through multi-channel management to deliver against all key goals and performance indicators. You'll develop and implement leadership development strategies that align with Monzo’s goals and values and act as a liaison with regulatory bodies. You will also review and evaluate current processes to identify areas for improvement, streamline operations, and increase efficiency, while supporting change management initiatives. Furthermore, you’ll lead and execute on core projects from end to end and develop and manage strategic partnerships across Monzo.