EU Operations Manager, Complaints, Vulnerability & Financial Health

Job Description

Monzo is seeking an EU Operations Manager to join their team in Ireland. This role is crucial for ensuring excellent customer service and compliance within the Complaints, Vulnerability (VAIB), and Financial Health (FinHealth) departments. The Operations Manager will collaborate with outsourced Customer Operations teams and internal stakeholders to improve processes and drive operational efficiency.Responsibilities:

• Oversee an Operations team focused on complaints, vulnerability, and financial health.
• Ensure compliance with CBI and EU regulations.
• Review and redesign processes to enhance customer experience.
• Interpret performance data to drive operational improvements.
• Lead and execute core projects, collaborating with various stakeholders.
• Promote a customer-centric culture and team engagement.
• Manage team rituals and ensure effective information flow.

Requirements:

• Deep understanding of operational teams serving Complaints, Vulnerable Customers, and Financial Health in a CBI regulated environment.
• Strong leadership and influencing skills.
• Values-driven approach aligned with Monzo’s core values.
• Experience leading a highly effective operation in a regulated, fast-paced environment.
• Proven track record of end-to-end project delivery and change management.
• Strong coaching and development skills.
• Excellent communication skills.
• Experience in identifying performance trends using data.
• Ability to provide actionable feedback.
• Advanced planning and organizational skills.
• Proficiency in MacOS, Slack, and GSuite tools.

What Monzo Offers:

• Competitive salary and share options.
• Flexible working hours.
• 34 days of annual leave (including public holidays).
• €1,200 learning budget per year.
• Private healthcare scheme.
• Pension scheme.
• Wellbeing benefits.