Responsible for the daily management of the Customer Care Center, identifying process and performance improvements, and leading a team who deliver customer interactions across multiple channels. The role involves meeting established goals for service, queue, productivity, and quality of work metrics, with a focus on efficiencies and cost control.

This is a leadership opportunity overseeing provider support for CareAffiliate and Availity platforms and it contribute to a mission-driven team supporting military healthcare systems. You'll manage a team assisting providers in adopting and utilizing CareAffiliate and Availity systems and oversee resolution of provider portal service tickets and education efforts.

In this role, you'll build the Research Operations function from the ground up, setting its vision, defining best practices, and driving operational excellence, while ensuring research quality and consistency and partnering with other teams to improve processes and data integrity.

As a Team Manager, you'll help each team member with their personal and professional development, ensure customer happiness and satisfaction by organizing your team and taking quick action, and make sure customer issues are resolved quickly. Experience working in Collections or Debt recovery within Financial or Contact Centre environments is essential.

As the Overnight Operations Manager, you’ll be a key leader in Monzo’s Personal Banking operation, ensuring that our customers get the support they need—no matter the time of day. Our evening and night teams play a crucial role in keeping Monzo running, and you’ll be at the helm, guiding your managers and their teams to success.