Eu Operations Manager, Complaints, Vaib And Financial Health Ireland

EU Operations Manager, Complaints, VAIB and Financial Health
Ireland
We're on a mission to make money work for everyone.
We're waving goodbye to the complicated and confusing ways of traditional banking.
With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers
We're not about selling products - we want to solve problems and change lives through Monzo ?
By solving customers' problems, treating them fairly and being totally transparent, we believe we can make banking better for everyone
The EU Operations team is at the heart of everything we do for our customers at Monzo.
We know that things don't always go as planned for our customers and in Complaints and Vulnerability (VAIB) we want to make things as simple and easy as possible to remediate this for everyone
As an Operations Manager in Complaints, you'll work as part of the wider EU Operations Team and collaborate with our outsourced Customer Operations team as well as our broader complaints and VAIB teams at Monzo.
You will have accountability for teams that look after a wide variety of tasks, who are customer facing and who manage multiple contact channels.
Effectively oversee an Operations team executing the complaints and vulnerability policy for Monzo EU tasked with delivering great service efficiently, against all key goals and performance indicators.
Ensuring that our Complaints and VAIB process is delivered compliantly with our policies and standards and adheres to all CBI and EU regulations.
Reviewing and evaluating current processes and our ways of working.
You'll work with the wider team to support in redesigning how we execute all of our complaints and VAIB processes to provide a great service, handle all contact efficiently and effectively, and offer the best customer experience possible
Interpreting performance data confidently and using this information to drive operational improvements, highlighting areas for change for our third party
Leading and executing on core projects from end to end.
You'll be the go-to person in Complaints, and VAIB for EU Operations and drive innovative change through collaboration with the UK Operations team, our third party partner and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management
Leading by example, you'll be a customer advocate in all you do and build a culture that our team and partners are proud to be a part of, by owning and influencing engagement and development across the whole operation
Managing team rituals, planning meetings and retrospectives - making sure the information flow in and out of the EU operations team is easy and effective
You have a deep understanding of how operational teams serve Complaints and Vulnerable Customers in a CBI regulated environment.
You have demonstrated strong leadership and influencing skills with a proven track record of an ability to get results through people (third parties or direct employees)
You have a values driven approach in line with Monzo's core values
You'll have experience leading a highly effective operation, ideally in a regulated, fast paced environment, with a large customer base
You'll enjoy being hands-on and understand the work that an operations team does
You have a proven track record of end-to-end project delivery and experience in leading through change
You have a strong ability to coach and develop teams and individuals to achieve and maintain targets
You have strong communications skills and are able to deliver business wide messages in line with our values to ensure messages have landed with clarity
You have experience in identifying performance trends using data to solve problems and identify opportunities
You have ability to provide specific actionable feedback to a wide range of audiences and levels
You have ability to create and execute against goals and supporting OKRs
You have advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice
You're fluent in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes
Not ticking every box?
That's totally okay
Studies show that women and people of colour might hesitate to apply unless they meet every single requirement.
At Monzo, we're dedicated to creating a diverse and welcoming team.
If you're passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don't have everything that's listed just yet.
Drop us your application, we'd love to hear from you
What's in it for you
€ competitive share options - we're new to the market and we're working on benchmarking
This role will be based in our Dublin office
We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)
€1,200 learning budget each year to use on books, training courses and conferences.
Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%
Wellbeing benefits: financial education, women's and men's health support, mental health benefits, including coaching and counselling
The application journey has 3 key steps
- Recruiter screen
- Full loop interviews
This process should take around 3-6 weeks - your schedule is really important to us, so we promise to be as flexible as possible
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo.
You can read them here.
You'll hear from us throughout the application process, but if you've got any questions, please reach out to
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You can also use this email address to let us know if there's anything we can do to make the process easier for you because of disability, neurodiversity or anything else.
We'll only close this role once we have enough applications for the next stage.
Please submit your application as soon as possible to make sure you don't miss out.
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo.
At Monzo, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us.
This is integral to our mission of making money work for everyone.
You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
We're an equal opportunity employer.
All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
If you have a preferred name, please use it to apply.
We don't need full or birth names at application stage
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