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Monzo Bank
,
London, Greater London
Collections Manager, Customer Journey and Implementation
Overview
Job Description
At Monzo, we're building the best bank account in the world: fair, transparent and a pleasure to use. Monzo's mission is to make money work for everyone, and this is especially important to us when our customers need help with their Monzo lending products, or may be struggling to repay what they've borrowed. Monzo customers are already getting great outcomes from our existing lending products, but as we grow and diversify our products we'll need to evolve our lending operations function into something capable of providing this exceptional service at scale. We're looking for a Customer Journey and Implementation Manager to help us do this. You'll be making sure that as we scale, we are fully in control and giving our customers an amazing service. The role You'll be responsible for: * Helping to make sure all of our customers get a consistent fair outcome. This includes helping customers in financial difficulties, collections and recoveries and other borrowing related workstreams. * Designing and documenting all customer journeys, processes and treatments to the highest standard. * Supporting the governance structures so that we maintain good oversight and understanding of our priorities, risk and issues. * Proposing and implementing changes needed to improve processes/journeys to minimise risk and balancing performance and efficiency. * Building controls and assessing their effectiveness. * Working with data analysts and engineers to ensure we're tracking the right things, and making changes where necessary. * Working with our strategy and credit risk teams to improve current practices or design new ones where needed. You should apply if: * You have operations, process or customer journey experience within a collections and or recoveries environment * You have experience in implementing process improvements into operational areas * You're comfortable working both individually and as part of a team * You have a working understanding of UK laws and regulation around credit including CONC, CCA and SYSC * You're very hands-on and tackle problems when you spot them * You're analytical and can use data to drive your decision making * You're highly organised and have great prioritisation skills * Giving customers in financial difficulty the best outcome is at the heart of what you do! Logistics This role can be based in our London office. We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team. Diversity and inclusion is a priority for us - if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog. If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance. The application process consists of a 30mins phone call with a recruiter, an initial call with someone from the team, followed by a final interviews remotely via hangouts. We promise not to ask you any brain teasers or trick questions. Equal Opportunity Statement At Monzo, embracing diversity in all of its forms and 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. We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.