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Monzo London, UK
Dec 14, 2018
Full time
We're looking for a curious, adaptable Workforce Planning Manager to join the Customer Operations team at Monzo. You'll have the chance to help us plan how we grow our customer support operations to support millions of customers. You’ll be an expert in managing supply and demand and will help us understand how many people we need to hire in the context of explosive growth. You’ll have done a job like this before and be able to apply this perspective to the problems we’re currently solving. Your team You'll be a member of The Planning team. Our Planning Team work at the intersection of the Customer Operations and Scalers Teams. The Customer Operations Team looks after our lovely customers - they're a crucial link between Monzo and our users. They help people manage their money, solve their problems, and listen to their feedback on our features. The Scalers team makes sure we can support Monzo’s rapid growth through running a variety of optimisation projects for Customer Operations. The role As part of the Planning Team you'll help us make decisions on how we can best meet customer demand. You’ll work closely with the people responsible for scheduling and hiring to make sure we’re always making well informed decisions and can plan ahead. You’ll help us with the following questions and challenges: How do we know how many people we need to hire whilst we’re growing rapidly? What will customer demand look like when we’re rolling out new product features every week and how do we plan for that? How do we manage staff holidays to make sure we can always meet customer demand and also give enough flexibility to people who work at Monzo? Which shifts do we hire for to provide a delightful and swift service to our customers 24/7? How do we forecast accurately when our product is getting more complex and our team is continually growing? How do we plan for operating across multiple continents and time zones, with customers speaking many different languages? How do we keep all the stakeholders across the company well informed, e.g. the hiring team? What do we do when we don’t get our planning right What is special about Customer operations at Monzo? We care about our customers deeply and we are building a world class team to provide the best customer experience we can. We also wrote a blog about how we are gearing up to support 1 billion customers. You will be part of the team that will help us make it happen! You should apply if: You’ve got practical experience in Workforce Analysis, or Financial Planning and Analysis You have grounding in SQL and preferably Python You pro-actively identify issues, and enjoy tackling them and coming up with your own solutions You’re comfortable getting hands-on and taking a step back to think strategically You're used to working as part of a team You’ve got experience of managing multiple stakeholders with competing priorities What we’re doing here at Monzo excites you! Contact centre experience would be ideal, but not essential Logistics This role is based at our office in London We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can - whether to help you meet other commitments or to help you strike a great work-life balance Our interview process consists of a 30-minute phone interview, a take-home test, and a two hour on-site interview. We promise not to ask you any brain teasers or trick questions!
Monzo London, UK
Dec 14, 2018
Full time
We're building the best possible bank for a billion customers, and to do this we need to grow our amazing customer support team. We’re looking for smart, people focused Team Leaders (internally known as Squad Captains) to lead our Customer Operations (COps) squads to continue delighting our customers. Our customer operations team is at the heart of Monzo: every person in this team not only cares about our customers’ problems, but is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are spread over different offices and time periods. As a Squad Captain, you have two main focuses: Making sure our customers are happy and satisfied, and their issues are resolved quickly and completely: This will involve organising people around you and taking quick action when you see a problem coming - whether it is helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong. Helping each member of your team with their personal and professional development, listening, guiding them through hard times and celebrating their successes. What will you be doing day-to-day? Instilling a strong customer-centric culture and ensuring everyone stays focussed on what really matters: helping our customers with their personal financial lives Coaching and supporting your team to achieve their personal, professional & performance goals 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 master their knowledge around complex issues Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally Motivating your squad; we are growing rapidly and need to ensure COps remain engaged during challenging periods of demand. Your working life The salary for this role is around  £27k (pro rated) plus additional allowance for working anti-social hours . All Monzo team members also get share options as part of their package - read more about what this means  here . This position is available on a  full-time  or  part-time basis  (at least three days covering Saturday, Sunday and 1-3 weekdays), and we're hiring for both day time and evening roles. Day time shifts start between 7am-12pm on a rotational basis, and evening shifts begin at 3pm, but we’ll always try to accommodate your other commitments. You will be based remotely or from one of our offices, depending on your preference. In order to be a great squad captain, you'll need to know the ins and outs of the Customer Operations job. So you'll start off as a frontline support daytime COp ensuring you’re fully trained (based on your individual needs). When you’re fully versed with all things COps you will then start the Squad Captain role. You should apply if: You have ideally directly line-managed successful teams of 8-10 people to achieve their goals You have worked in a customer-centric role You have experience motivating teams working on ongoing operational work Are a UK resident (live in the UK for at least 6 months of the year) Have the right to work in the UK Are comfortable using a laptop The interview process The interview process will be 30-minute phone call, a practical exercise, and two consecutive one-hour interviews (from our office in Cardiff). If successful, you'll join a growing team of customer operations specialists who, with the help of our exceptional engineers, designers, product people, and banking experts, are on a mission to change banking forever.
Monzo London, UK
Dec 14, 2018
Full time
We’re looking for someone proactive, technically-minded and great at communicating to help us manage our connections with card schemes. Initially, we’d like you to focus on our relationship with our main card scheme but your role might expand to cover other payment schemes too. As we push to become our customers’ main accounts, we’re looking for someone who’s had experience with one of the main UK card schemes to own our relationship(s) with them and to provide the knowledge and guidance needed for us accomplish our goals. Our connections to, and relationships with, card and payment schemes are absolutely critical to our success. You’ll play a huge role in ensuring that Monzo can become the financial control centre for a billion people, and you’ll have the opportunity to learn about non-UK payment and card schemes as we expand internationally in future. You’ll join our Payment Operations team, who manage our relationships with the various schemes, card providers and banking partners. They work closely with our Payments Engineering team, providing the technical capabilities and who are responsible for building our core banking system and maintaining connections to the various payment schemes (Mastercard, Faster Payments, Bacs etc). You will be responsible for: Being the first point of contact for any card scheme in every situation Relating our requirements and the decisions we make to third parties, and the converse Managing the card schemes around any incidents that occur: either working with them after an incident has occurred, or managing them during the incident itself Take the lead in projects that involve our card scheme(s): expanding into new countries (e.g. US), new chip designs etc. Maintaining our card scheme, day-to-day: merchant acceptance issues, data reporting etc. Keeping us up to date with any important changes (fees, software, regulation) in the card/payment schemes Building strong relationships with the relevant external people and teams at the scheme(s) You should apply if: You have worked at or with one of the UK card schemes in the past You have an understanding of how these schemes work in detail, and what it takes for us to get connected on a technical level You have experience managing multiple successful, important projects concurrently and are comfortable with regular context-switching and ambiguity You are an excellent communicator, both verbally and in writing You’re great at building strong, effective relationships and able to get the most out of third parties for Monzo Logistics The application process consists of a short phone interview, followed by a practical written exercise with a follow up call, and a couple of on-site interviews at our office in London. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can – whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to ensure we’re designing a bank that works for everyone, so we particularly encourage applications from different underrepresented demographics. Competitive salary plus   stock options  and other benefits.
Monzo London, UK
Dec 14, 2018
Full time
We’re looking for someone to join Monzo’s Special Projects team, and to help us expand the Bank to new markets (for example to launch in new countries or develop new products, such as our proposed Business Current Account ). At any time, we have a bunch of projects running, and we want someone who can’t wait to jump in and coordinate and lead these projects through to completion. This might involve working with a variety of teams internally, or external suppliers and third parties. You’ll get the opportunity to work on a big range of projects and develop skills across a variety of areas. There’s a lot going on and you’ll have the flexibility to dive into areas that interest you all the time. You will be responsible for: Supporting our new market launch activities, likely involving working with new suppliers, global regulators and our existing teams to prepare for launching the business into new markets (such as Business Banking) or new countries over the next 12-24 months. Executing detailed research to support new market access across a number of areas, from customers and product, to laws and regulations. Producing impactful and high quality documents to support communication with global regulators, investors, and internal stakeholders. Supporting the global logistics for the team, including organising events and meetings or travel for our senior team. Helping organise and prepare for meetings with providers, regulators, investors and other third parties. Managing the team’s suppliers, contractors and advisors, ensuring that budget and spend are tracked carefully, and Monzo is getting the best deal! We’re a small and friendly team, and enjoy working collaboratively on difficult, interesting problems – we’d want you to contribute and get stuck in with us. You’ll also have a lot of freedom to shape your own progression path over time, with support from your manager. We’ll encourage you to get involved with a wide range of projects, working alongside the other members of the wider Monzo team, and we’ll give you lots of responsibility early on. We will expect you to manage your own work, as well as work streams within some of our projects. As you develop you should expect to progress to managing projects of your own. You should apply if: You love taking the initiative and driving things forward, without being told what to do You’re a fast learner, quickly assimilate new information, and take a structured approach to problem solving You’re commercially minded, and understand how business decisions can cause a financial impact You’re in your element understanding and summarising complex problems, whether it’s based on regulation, legal opinions, business processes or even payment systems You’re highly numerate and data oriented, and have experience of working with spreadsheets and / or other financial / quantitative based analysis You are keen to learn and develop, and aren’t worried about doing a range of tasks to support the team reach its objectives! You may have a few years of work experience and have an appetite to learn and develop, and specifically: If you’re looking to make the jump into startup life after a few years in a corporate setting this is the role for you (e.g. if you've completed a consulting, banking or a corporate graduate scheme) Alternatively you might already work at a startup in an operations, strategy or business role, and are looking for a new challenge with lots of growth potential! What we’re doing at Monzo excites you!