Operations Manager, Life Events - Bereavements and Third Party Access

Monzo; London, Cardiff; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading financial institution is looking for an Operations Manager to oversee their Life Events team, focusing on bereavements and third-party access. This role involves managing sensitive customer situations, leading a team, and ensuring exceptional service standards. Candidates should have experience in a regulated environment and a passion for improving customer experiences.

Benefits

Flexible working hours

£1,000 annual learning budget

Work from home setup support

Qualifications

• Experienced Operations Manager with a strong background in regulated environments.
• Experience in managing life events operations, focusing on bereavements and third-party access.
• Proven track record of leading teams to deliver high-quality services.

Responsibilities

• Lead and coach 3 Team Managers, expanding the team.
• Manage bereavement notifications and account management for deceased customers.
• Drive operational improvements based on performance data.

Skills

Leadership

Empathy

Attention to detail

Customer service

Data interpretation

Job description

Operations Manager, Life Events - Bereavements and Third Party Access

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 ️

Our Life Events Team (Bereavements and Third Party Access)

We’re looking for an experienced Operations Manager to be a leader for our Life Events teams in our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) operation.Our Life Events operation supports customers and representatives with some of the most challenging events including bereavements and providing support to set up third party access to Monzo accounts and services.

Every person in our team cares deeply about their work and the impact that it can have on Monzo and our customers. The team are responsible for a number of different tasks, including deceased customer notifications, managing products held by deceased customers, defunding accounts to the customers estate and managing accounts on behalf of third parties. This requires the use of empathy, attention to detail, and providing high quality service at all times.

This role requires a strong understanding of bereavement and/or third party access processes, and excellent leadership skills. You’ll directly manage 3 Team Managers initially, expanding the team over the next 18 months, also working with other teams and third parties who provide additional support.

• Leading a strong customer-centric culture and keeping everyone focused on what really matters: helping our customers and representatives during difficult and challenging life events.
• Building and expanding the team to support growth.
• Leading our teams to ensure delivery of great service, maximising efficiencies and delivering in line with key goals and performance indicators.
• Coaching and developing your Team Managers ensuring that we deliver great outcomes with Quality and Compliance at the heart of what we do.
• Interpreting performance data confidently and using this information to drive operational improvements, highlight areas for change and celebrate success.
• From time to time you will be involved in supporting our wider stakeholders within recruitment and our People Team eg Interviewing within VAIB and or supporting people cases.
• Leading on key projects using your knowledge within Life Events (bereavements and third party access) to help shape the future for our people, business, customers and representatives.
• Helping us become an exceptional place to work, we are proud to be part of Monzo and it is important that we celebrate others and important milestones.
• Leading team rituals, planning meetings and retrospectives - making sure the information flow out from, and into, the team is easy and effective.
• You are an experienced Operations Manager, that has specifically worked in a regulated environment, supporting Life Events teams (bereavements and third party access).
• You have clear strong senior leadership experience, in a fast paced and customer-centric role, preferably Banking/Financial Services.
• You love driving exceptional service and understand the importance of getting things right for our customers and their representatives first time, every time.
• You’re able to interpret data, join the dots and make recommendations to drive continuous process improvements.
• Have experience of building and growing teams into a high performing and highly efficient operation.
• Are able to prioritise based on customer demands, business needs and risk mitigation.
• Able to lead projects, execute and deliver.
• You’re as comfortable working 1:1 as well as collaborating with and communicating to large groups.
• You’ve led successful teams to achieve their goals, have an empathetic leadership style and empower your people to find solutions.
• You thrive in coaching and developing others to help them reach their potential.
• Able to motivate your teams, have a hands-on style and solve problems when you spot them.
• What we are doing at Monzo excites you!

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!

What’s in it for you

This role can be based in our London office, but we're open to distributed working within the UK

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 3 key steps

• Application
• A short video call with a member of the Hiring team

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [e-mail]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-REMOTE #LI-OH

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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