Senior Lead - Operational Performance & Excellence

Monzo; Cardiff, Greater London; Hybrid; GBP 110,000 - 140,000; Full time

Benefits offered by this job

£1,000 learning budget per year

MacBook provided

Home office setup support

More benefits

Job summary

Monzo is seeking a Senior Lead for Operational Performance & Excellence to drive performance across Operations, Data, and People. You will translate data into actionable, outcome-led improvements while aligning global standards with Monzo’s values.

The role combines analytics with coaching to elevate teams and future talent. You will partner with Tech, Data, and People to deliver AI-driven insights, improve processes, and maintain high standards of performance across a fast-growing, tech-first

Qualifications

• Experience in operational excellence, business intelligence, or performance management inside a high growth, tech-first business.
• Analytical with complex data, comfortable partnering with Data teams, ideally self-serve analysis using SQL (desirable).
• Fascinated by intersection of people and technology, with interest in using AI and advanced analytics to unlock insights.
• Strong relationship-building across People, tech, and business teams; able to challenge senior stakeholders constructively.

Responsibilities

• Set Clear Standards: translate strategy into outcome-led performance tiers for leaders to apply.
• Optimise Operations: analyse data to uncover bottlenecks and target improvements.
• Empower Teams: provide transparent visibility and practical measurement frameworks for daily decision-making.
• Align & Communicate: keep operational expectations aligned and updates transparent.
• Elevate Capability: design coaching and training programs to drive performance.
• Shape Future Talent: map performance data to skill gaps for targeted training and long-term planning.
• Build AI insights: collaborate to build AI tools and predictive analytics for decision-making.
• Drive Unified Standards: balance global consistency with domain needs and refine processes.

Skills

Operational excellence

Business intelligence

Performance management

SQL (desirable)

Job description

Senior Lead - Operational Performance & Excellence

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 Data, People & Operations team Our Data, People, and Operations teams are the engine room of Monzo. Together, we make sure we hire brilliant people, give them the tools to succeed, and keep our operations running like clockwork for millions of customers. We combine human empathy with cutting-edge tech, building automated data pipelines and smart models to fight fraud, scale our support architecture, and give our operational leaders clear insights into how we're doing.

Driving how we measure, understand, and elevate performance across Operations, you will be our custodian for team and individual performance. You'll look beyond spreadsheets, helping teams translate data into clear, outcome led actions while aligning domain practices with global standards. Partnering across Operations, Data, and People, you'll move us toward predictive, AI driven insights that make performance metrics effortless and actionable.

• Set Clear Standards: Translate strategy into outcome-led performance tiers (good, great, below expectation) that leaders can easily apply.
• Optimise Operations: Analyse data to uncover bottlenecks, eliminate structural inefficiencies, and target high impact improvements.
• Empower Teams: Build a high-performance culture by providing transparent visibility and practical measurement frameworks for daily decision-making.
• Align & Communicate: Partner with People and comms teams to keep operational expectations aligned and framework updates transparent.
• Elevate Capability: Collaborate with learning partners to design coaching and training programs that directly drive performance.
• Shape Future Talent: Map performance data to skill gaps to guide targeted training and long term workforce planning.
• Build AI insights: Partner with Tech and Data to build accessible AI tools and predictive analytics that accelerate decision-making while ensuring performance metrics stay clear and aligned with Monzo's core values.
• Drive Unified Standards:Serve as the single trusted voice on ops performance by balancing global consistency with domain needs, consulting leaders to elevate quality standards, and continuously refining processes for maximum impact.
• Influence Strategically: Drive strategic influence across Data, People, and Operations by translating complex insights into clear business outcomes and empowering leaders to optimise their own teams.
• You have experience in operational excellence, business intelligence, or performance management inside a high growth, tech first business, especially with operational roles.
• You're super analytical and love working with complex data; you're comfortable partnering with Data teams and can ideally self-serve analysis using SQL (desirable).
• You're fascinated by the intersection of people and technology, with a genuine interest in using AI and advanced analytics to unlock insights.
• You excel at building relationships and collaborating across People, tech, and business teams to get things done.
• You're comfortable navigating ambiguity, driving work independently as a senior contributor, and constructively challenging senior stakeholders to get the best result.
• You bring a continuous improvement mindset and love solving complex, structural problems to build frameworks that scale.

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!

• £1,000 learning budget every year for books, courses, and conferences.
• Home office setup: We'll set you up with a MacBook, plus extra support for your work-from-home setup if you're fully remote.
• Plus lots more! Read our full list of benefits.

The closing date for applications is Thursday 23rd September at 5pm.

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

#LI-REMOTE

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 , 2026 Diversity and Inclusion Report and 2025 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