Service Manager, Workforce Management

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

Job summary

A leading digital bank in London is looking for a Workforce Management Service Manager to optimize operations and lead a team of analysts. You will ensure service level agreements are met and drive efficiency through data-driven decision-making. Ideal candidates will have experience in team leadership and service management, alongside proficiency in data analysis tools. This position offers flexibility and a chance to contribute to critical WFM strategies.

Benefits

Flexible working hours

£1,000 learning budget

Work from home setup support

Qualifications

• Experience in managing a high-performing team is essential.
• A strong understanding of service management and SLAs is required.
• Proficiency in data analysis and visualisation tools is preferred.

Responsibilities

• Own the full WFM planning cycle.
• Lead a high-performing team of analysts.
• Drive efficiency and meet service level agreements.

Skills

Operations management

Data analysis

Team leadership

Service management

Forecasting

Tools

Looker

Tableau

BigQuery

Google Sheets

Job description

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 ️

This is a significant opportunity to step into a crucial Workforce Management Service Manager role. As a Level 40 position, you'll report directly to the Senior Service Manager and play a pivotal part in shaping our Workforce Management (WFM) strategies.

You'll be instrumental in optimising our operations, ensuring we consistently meet service level agreements (SLAs) , and driving efficiency. This is a chance to lead a high-performing team of analysts with varying WFM and Service skill sets, make data-driven decisions , and contribute directly to our overall Workforce Management and Customer Operations goals.

• Owning the full WFM planning cycle for your domains, ensuring seamless operations.
• Managing and empowering a high-performing team of analysts with diverse WFM and Service skill sets, clearly defining their responsibilities, expectations, and contribution to WFM goals.
• Continuously improving WFM processes to meet service requirements (SLAs), enhance COps efficiency (Wait Time), and align with budget (FTE/Overtime).
• Proactively identifying risks to service and recommending cost-effective solutions. You'll also escalate FTE/Overtime overspend risks and propose mitigation strategies.
• Managing short-term forecasting for your domain through your forecasting analyst. This includes ensuring we are meeting our Forecasting KRIs, planning for strategic impacts, events, and product changes, and forecasting changing requests. You'll also ensure we meet SLAs for forecasting change requests and modelling within Anaplan.
• Ensuring we have optimised schedules for the horizon with flexible working options available for your domain.
• Producing weekly and monthly reports for senior stakeholders, supporting board reporting and weekly service meetings. This also includes producing root cause analysis documentation.
• Responding to incidents and working a WFM On-Call rota on PagerDuty to support out-of-hours incident response and service incidents. This is on a rough 1 in 6 week rota.
• Partnering with the WFM Tech team to prioritise impactful initiatives and working closely with your Workforce Management Analysts.
• Comfortably supporting various projects and product changes.
• You have operations, WFM product/data, and service management experience.
• You have a strong understanding of service management, comfortable with queues, task views, and SLAs.
• You can have short term forecasting experience and can deep dive into service, forecasting, and scheduling issues to improve domain performance and align with WFM and domain goals.
• You have proven experience managing and developing a high-performing team, setting clear responsibilities, expectations, and contributing to overall WFM objectives.
• You have a high degree of comfort working with data to create documentation, recovery plans, and weekly reporting.
• You have experience with projects and product changes, ensuring WFM can effectively support operational needs.
• You're proficient in data analysis through multiple tools, including data visualisation tools (Looker, Tableau, etc.), BigQuery, and Google Sheets.

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

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

• Application Questions
• Take Home Task (Presentation)
• Role Specific & Values Interview

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.

If you’re successful in applying for this role, we’ll work with you to find a start date that’s as early as possible. So that we can make sure things continue to run smoothly and our teams aren’t too stretched, this might not always be as soon as expected. We’ll be sure communicate this with you and keep you updated.

#LI-REMOTE#JI

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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