Accountable for delivering projects and supporting the company’s Project Management Office infrastructure, with a particular focus on cross-functional projects and operational improvement. Drives impact that matters, leading projects that directly enhance care for our participants. Partners across clinical and operational teams, collaborating closely with medical and operational leaders.
The Assistant Manager, Servicing Recoveries role leads day-to-day operations, oversees staff performance, compliance, and quality standards. This role manages frontline agents and Senior SMEs, ensures SLA adherence, and manages escalations for complex or high-risk cases. They partner with department leadership to drive process improvements, maintain regulatory compliance, and support team development.
You will lead the daily operations of the Sales/Success Quality team, ensuring that evaluations of customer and pro interactions are accurate, calibrated, and delivered on time. You will lead and develop QA Analysts, facilitate calibration sessions, and translate audit results into actionable insights that drive performance across our operations teams.
Spearhead transformative process improvement initiatives that directly impact payer operations, identifying breakthrough opportunities to streamline workflows, eliminate inefficiencies, and elevate performance standards. Leverage data-driven insights and innovative methodologies to architect solutions that enhance productivity, reduce costs, and deliver measurable results. Collaborate with cross-functional teams to implement sustainable changes.
This is an excellent opportunity for an individual who thrives in process implementation and improvement, coaching and mentoring a team of brokers striving to provide a first-class customer experience and finding out-of-the-box solutions to further our retention of our existing clients. You will mentor and coach a team of Accounts Brokers in addition to monitoring and improving best practices and process improvement for our clients.
As an Operations Manager, you'll be a key leader in Monzo's Personal Banking operation, ensuring our customers get the best possible support during peak operating hours. You'll guide your managers and their teams to success, ensuring service excellence is delivered consistently. You will make critical, real-time operational decisions, effectively balancing service levels, team wellbeing, and efficiency to deliver an outstanding customer experience.