Life Events Team Manager

Life Events Team Manager

We're on a mission to make money work for everyone.

We're waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

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

Our Life Events Team (part of Vulnerability, Accessibility, Inclusion and Bereavement Domain) We have a dedicated team committed to ensuring that Monzo recognises, considers, and advocates for the needs of all our customers and authorised Third Parties particularly those experiencing challenging circumstances, such as bereavements or incarceration.

We are seeking an individual with strong experience in supporting vulnerable customers and leading teams through change to join our Management Team. In this role, you will lead a squad of Life Events Cops.

As a Team Manager, you will be responsible for supporting the professional growth and development of your team members. This includes providing coaching and guidance on Life Events tasks, driving high individual and team performance, supporting colleagues through complex and sensitive situations, and recognising and celebrating their achievements. You'll hold weekly meetings with your team members (both individually and together as a team) to ensure everyone is informed, engaged, and performing at work. You'll also be responsible for aggregating the feedback that your team provides in these meetings and feeding it into operational leadership to ensure we continue to improve on our processes and tooling.

Team Managers are also heavily involved in our hiring processes, and regularly act as interviewers - so you may also have the opportunity to help shape the team as it continues to grow.

Your day-to-day :

• Managing the personal & professional development of around 11 Cops
• Providing coaching, feedback, and support to your team on Life Event tasks, predominantly regarding disclosures of Bereavements, Third Party Access and Customers in Custody.
• Clearly communicating business change, ensuring your team remains fully engaged.
• Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events.
• Customers in Custody.
• Monitoring and improving service levels for the work completed by your team.
• Speaking with customers and supporting COps with complex decisioning when necessary.
• Empowering others to spot opportunities to make a difference to customers and Monzo's ways of working.
• Helping your team with the most difficult queries and building their knowledge around complex issues.
• Managing performance by giving sometimes difficult feedback and helping your team members to improve and learn.
• Regularly reviewing the quality of your team's customer interactions to identify areas of potential improvement, both individually and structurally.
• Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports.
• Motivating your Team we're growing fast and need to make sure COps stay engaged during challenging periods of demand.
• Ensuring everyone in your Team feels they have a voice.
• Working closely with other Team Managers to ensure that best practice is shared.
• Aggregate the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling.
• Conducting interviews for Life Events, VAIB Cops and TMs and contributing to hiring decisions.
• Chairing employee relations cases and making decisions consistent with Monzo's values.

We'd love to hear from you if

What's in it for you

32,200 - 40,750 share options.

This role is fully remote.

1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Plus lots more!

The application journey has 3 key steps :

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. Our average process takes around 2-3 weeks but we will always try to work around your availability. If you have any questions, please reach out to ninaebanksmetcalfe@monzo.com

We may close the advert should we have sufficient applications so please get your application in as soon as possible to avoid disappointment.

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