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Monzo Bank
,
London, Greater London
Senior Collections Service Manager
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 Senior Collections Service Manager who has a customer centric approach to solving problems and designing solutions. You will work cross functionally across a number of different workstreams to make sure we are delivering customers the right outcome. You will make sure we have the right plans in place to meet demand as we grow our borrowing products. The role You'll be responsible for: * Owning our Borrowing operations service function which includes helping customers in financial difficulties, collections and recoveries. * Working closely with various teams across Monzo such as our planning and scheduling, complaints, quality assurance teams. * Working with data analysts and engineers to ensure we are monitoring the right things and delivering value. * Making sure that our customers always receive fair outcomes and high quality service. * Improving our processes. You will work to automate manual processes and deliver improved, more efficient ones. * Calmly managing incidents: sometimes things might go wrong and you will organise and coordinate our response. * Managing and developing a small team * Making sure that we are following good governance and control and are compliant with all regulation You should apply if: * You have significant experience in service or operational management in collections * You're a motivational team leader who has previous people management experience * You're comfortable working both individually and as part of a team * You're hands-on and like to solve 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 * What we are doing at Monzo excites you! Logistics This role can be based in our London or Cardiff 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.