Team Manager, Core Banking, Part Time New Remote (UK)

Monzo; United Kingdom; Remote; GBP 25,000 - 31,000; Part time

Job summary

Monzo is seeking a Team Manager for their evening and overnight team. This remote position includes leading the team, coaching COps, and ensuring a strong customer-centric culture. The ideal candidate will have significant experience in team management and problem-solving skills, alongside a commitment to employee development and customer service.

Benefits

£1,000 learning budget each year

Remote work with equipment provided

Birthday off policy

Qualifications

• Significant team management experience in a customer operations environment.
• Experience in a regulated environment is a bonus.
• Empathetic and able to communicate effectively with team members.

Responsibilities

• Support part-time COps within the evening team.
• Deliver coaching sessions and support team development.
• Manage performance and make effective decisions under pressure.

Skills

Leadership

Coaching

Customer Focus

Problem Solving

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 ️

Remote in the UK | £25,760- £30,320 (pro rata'd from a FTE of £32200 - £37900) depending on experience displayed in your CV and interview + Benefits

We’re looking for a smart, people focused Team Manager to join us on the evening & overnight team to lead one of our fantastic evening COps squads. You’ll be working between the hours of 2.30pm and 8.30pm, primarily Monday-Friday with 1 weekend day in every 8 weeks.

• Supporting part time COps within the evening space
• Taking COps through their onboarding and route to competency journey
• Working autonomously and proactively, making decisions with limited information and often when you are the only available manager online
• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their personal financial lives
• Delivering strong and effective coaching sessions
• Coaching and supporting your team to achieve their personal, professional and performance goals
• Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working
• Helping your team with the most difficult queries and building their knowledge around complex issues
• Supporting and coaching a multi-skilled squad, including those new to role
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
• Building and managing a high performing squad - including performance management processes.
• Motivating your squad – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
• You will also the be point of contact for team member escalations, so need to be comfortable taking and making phone calls
• Holding weekly feedback and development sessions with the individuals in your squad, along with team-meetings, performance reviews and daily updates
• Using data to spot trends and understand performance gaps
• Leading and taking ownership for managing all business changes within your squad
• Supporting the wider evening and overnight team with escalations, coaching needs and day to day team manager duties
  
  
• You have significant team management, leadership or coaching experience in a customer operations environment. Experience in a regulated environment is a bonus!
• You can draw upon and articulate previous experiences (what's worked well and what's worked not so well)
• You are empathetic and and work well with people
• You are very hands-on and solve problems when you spot them
• You are comfortable moving fast and in control
• You are comfortable making decisions in ambiguous situations
• You have spoken to your Team Manager and got their approval to apply

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 guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.

This role is remote based in the UK

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.

£1,000 learning budget each year to use on books, training courses and conferences.

The application journey has 3 key steps

• Phone screening with Recruiter
• 1h role specific and values based interview

We’re hoping to organise the next stages within 2-3 weeks, but we will get back to you whether you’re successful in the next stages or not.

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.

Due to the forecasted popularity of this role, when we have enough applicants we will close this job advert down. Wishing you the best of luck.

#LI-REMOTE #LI-DR

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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We are aiming to hire for a start date of 21st July, does this date work for you? *

I can confirm that I am aware this is a part time position. I am able to work between the hours of 2.30pm and 8.30pm, primarily Monday-Friday with 1 weekend day in every 8 weeks. * Select...

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You're the only SC online and you're due to host a 1:1 with one of your team members in the next 5 minutes, you're just finishing off some prep for it when you receive a direct message from another team member asking for help with a Vulnerable Customer, another message from someone who's internet is down, and you also spot a thread where someone has shared customer's personal info. What do you do, how do you prioritise these events? We have no tech support out of hours, and a limited vulnerable customer team. *

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We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

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• is a naturalised citizen of the US
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Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

• Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
• Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

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