Customer Operations Director, Business Banking and Wealth

Monzo; London, Cardiff; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Monzo is seeking a Customer Operations Director for its London office or for remote work within the UK. This strategic role involves leading customer operations in business banking and wealth management, focusing on compliance, service excellence, and operational efficiency. Ideal candidates will have extensive leadership experience in the financial sector, particularly with a proven track record in scaling operations and managing customer service dynamics.

Benefits

Flexible working hours

£1,000 learning budget annually

MacBook provided for work

Qualifications

• Proven experience in customer operations leadership in UK banking or financial services.
• Demonstrated success in scaling operations in high growth environments.
• Experience with business banking and wealth management products.

Responsibilities

• Lead the design, delivery, and scale of the customer operations function.
• Ensure high-impact service experiences for both individual and business customers.
• Develop and manage strategic partnerships across Monzo.

Skills

Customer-obsessed mindset

Leadership

Problem-solving

Change management

Stakeholder engagement

Tools

MacOS

Slack

GSuite

Job description

Customer Operations Director, Business Banking and Wealth

Cardiff, London or Remote (UK)

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

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

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 ️

As Customer Operations Director you will lead the design, delivery, and scale of our customer operations function as we grow our footprint in business banking and digital wealth products, including pensions, savings, and investments. This role is key to ensuring we deliver frictionless, compliant, and high-impact service experiences for both individual and business customers, while continuously improving efficiency and supporting innovation.

As a strategic leader, you will oversee our customer operations and change and continuous improvement teams with a focus on building a best-in-class function that supports growth, regulatory excellence, and customer trust.

• Leading Business Banking and Wealth Operations, proactively set out and deliver a clear strategy to achieve the next stage of our growth ambition.
• Owning and delivering world-class customer service through multi-channel management to deliver against all key goals and performance indicators with a strong focus on quality and customer experience.
• Creating a culture of continuous improvement, increasing productivity and efficiency through great people leadership, coaching and developing the skills of your team.
• Leading by example. You’ll be a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement across the whole operation
• Enabling the safe and efficient delivery of change into the operation to allow us to scale and grow at pace
• Identifying potential operational risks and develop strategies to mitigate them along with ensuring compliance with relevant regulations and industry standards
• Developing and managing strategic partnerships across Monzo, and with new and existing third parties. You will build strong and effective stakeholder relationships throughout
• Engaging confidently with senior leadership including C-suite and VPs
• Engaging externally with industry experts and peers in external industry forums; responding to regulatory & industry requests for information
• Maturing our processes and controls within your areas of responsibility to take Monzo’s control environment to the next level of maturity (and scalability).
• You have proven experience in customer operations leadership roles within a UK bank or financial services company (including FinTech)
• You have demonstrated success scaling customer operations in a high growth, regulated environment through automation, outsourcing and/or offshoring.
• You are comfortable leading large multi-site operations and have a track record of developing high performing teams, leading through change and delivering outstanding results.
• You have previous experience of business banking operations and experience with wealth management products, including pensions (SIPPs), ISAs, general investment accounts, and fund platforms would be an asset.
• You have a customer-obsessed mindset with a focus on user experience, regulatory integrity, and performance metrics.
• You can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact.
• You're resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing.
• You’re hands-on and great at delivery & execution with a strong bias for action, experimentation, and continuous improvement.
• You care deeply about building inclusive teams, developing talent, and creating a culture where people thrive.
• You are fluent in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes

What’s in it for you

This role can be based in our London office, Cardiff Office or UK remote (with ad hoc meetings in London and Cardiff)

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

£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.

The application journey has 4 key steps

• Stakeholder/Leadership Interview
• Values/Role Specific Interview
• Final interview

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that’s listed just yet. Drop us your application, we’d love to hear from you!

Please note you should submit your own application without help from other sources e.g Others/ChatGPT any applications whereby external support has been provided will be disqualified. Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us via [e-mail]

The closing date for applications is Monday 14th July 4pm.

#LI-JK1

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

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