Eu Operations Manager, Complaints, Vulnerability

4 weeks ago

Dublin, Dublin City, Ireland Monzo Full time

EU Operations Manager, Complaints, Vulnerability & Financial Health
Ireland
We're on a mission to make money work for everyone.
The EU Operations team is at the heart of everything we do for our customers at Monzo.
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, VAIB and FinHealth 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.
Responsibilities
Effectively oversee an Operations team executing the complaints, vulnerability and financial health policy for Monzo EU.
Ensure that our Complaints, VAIB and FinHealth process is delivered compliantly with our policies and standards and adheres to all CBI and EU regulations.
Review and evaluate current processes and ways of working, supporting in redesigning how we execute all of our complaints, VAIB and FinHealth processes.
Interpret performance data confidently and use this information to drive operational improvements.
Lead and execute on core projects from end to end, driving innovative change through collaboration with the UK Operations team and stakeholders.
Build a culture that our team and partners are proud to be a part of, influencing engagement and development across the operation.
Manage team rituals, planning meetings, and retrospectives to ensure effective information flow.
Minimum Requirements
Deep understanding of how operational teams serve Complaints, Vulnerable Customers and Financial health in a CBI regulated environment.
Demonstrated strong leadership and influencing skills with a proven track record of getting results through people.
Experience leading a highly effective operation in a regulated, fast-paced environment.
Proven track record of end-to-end project delivery and experience in leading through change.
Strong ability to coach and develop teams and individuals to achieve and maintain targets.
Fluency in MacOS, Slack, and GSuite tools with the ability to adapt to new systems and processes.
What's in it for you
€ competitive share options, flexible working hours, €1,000 learning budget each year, and support for your work-from-home setup.
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we're committed to fostering an inclusive environment for all people.
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