Operations Manager, Personal Banking

⭐ Our Personal Banking team Monzo's Personal Banking team is right at the heart of what we do. We're here to make sure our customers get the help they need—whether that's sorting an urgent payment, supporting someone through a tricky moment, or simply making banking feel effortless. 🔑 You’ll play a key role by... 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. Leading and Developing Leaders: Coach and support a team of up to 7 Team Managers, empowering them to bring out the best in their own teams and build future leaders. 🫂 Driving Operational Decisions: Make critical, real-time operational decisions, effectively balancing service levels, team wellbeing, and efficiency to deliver an outstanding customer experience. Owning Performance: Take full ownership of your operation's performance. You'll keep a close eye on the numbers, spot emerging trends, and drive meaningful improvements. 📈 Championing Your Team: Advocate for your team's needs, making sure they are engaged, supported, and set up for success every day. 📣 Innovating Processes: Drive operational excellence by proactively reviewing processes, tools, and ways of working to make everything slicker and smarter. 💡 Collaborating Across Monzo: Partner with key stakeholders across the bank, including workforce planning and risk teams, to ensure a smooth and efficient operation. 🤝 Leading Through Change: Help your teams stay focused and resilient in Monzo's fast-moving, ever-evolving environment. ⚡ 🤩 We’d love to hear from you if… You're an experienced people leader with at least 3 years of managing leaders in a fast-paced, customer-focused environment. You thrive in high-energy, dynamic settings and genuinely love a challenge. You care deeply about people development, inclusion, and wellbeing, helping managers and their teams do their best work. 💖 You are data-driven and completely comfortable making key decisions based on insight. 📊 You're passionate about creating the best banking experience for our customers. 💯