Business Success Team Manager

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.

We are seeking highly motivated and customer-centric individuals to join our dynamic Business Banking team.

Overview: Our Business Success Team Manager will be supporting our specialists with responsibility for the overall experience of our most complex businesses and represent Monzo by working with teams across the bank to create smooth experiences that build trust and confidence in our Business Banking product and support. Our Business Success Team are amongst the most knowledgeable COps in their domain space and hold subject matter expert prowess.

Responsibilities

• Being the voice of Monzo Business for our most complex businesses to build trust and confidence in our product and service
• Manage customer queries from our most complex businesses and own the case management of those queries from start to resolution, keeping customers informed and setting the right expectations
• Provide exceptional inbound support, while also identifying opportunities for customers to get more value from our products and services
• Support businesses through onboarding key business growth milestones, staying aligned every step of the way as their business evolves
• Actively engage in value-led conversations to uncover unmet needs or pain points, guiding businesses to relevant Monzo features or services that support their growth and operational efficiency
• Spot trends and emerging needs across business accounts, proactively surfacing opportunities to improve the customer journey or introduce helpful features that align with their evolving goals
• Act as subject matter experts and escalate complex customer problems to deliver effortless service
• Have full accountability to work across Teams in Operations and Product to solve problems for our most complex businesses
• Monitor for potential poor outcomes and proactively take ownership to resolve them
• Advocate for our most complex business customers across domains to achieve the right outcomes, escalating and resolving issues
• Identify where processes are not fit for purpose and act to get the right outcomes while managing risk
• Develop, maintain and improve knowledge management and share learnings across the team
• Provide frequent and open feedback to others
• Experience in running a team; FCA experience is preferable
• Navigate difficult conversations, de-escalate concerns, and ensure customers feel good about the outcome
• Communicate clearly, keep everyone in the loop, explain the "why" behind work, listen actively, and give constructive feedback
• Identify where existing processes and saved responses do not meet the right outcomes and adapt with judgement
• Make right decisions for customers while balancing Monzo risk, escalating for second opinions when needed
• Be adaptable to new features and ways of working; respond quickly to changing customer needs and priorities
• Share feedback internally about customer experiences, processes and product limitations with the right teams
• Be self-motivated and accountable to a high standard of performance
• Work independently and take responsibility for prioritising work while leading the team
• Share knowledge to enhance the skills of teams across Operations and other Business Success Managers
• Role may evolve based on customer and business needs

What's in it for you

• £1,000 learning budget each year for books, training courses and conferences
• Support to work from home; Macbooks provided and additional setup support for fully remote workers

The application journey

• Application Stage
• 30 minute recruiter call
• Final stage 1 hour interview with Operations Managers

This process should take around 2-3 weeks. Your schedule is important to us, and we aim to be as flexible as possible.

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

The closing date for applications is Wednesday 10th September at 5pm BST.

Our working hours follow a shift rotation, Monday to Friday between 7am and 7pm. While this role is currently set for weekdays only, weekend shifts may be included in a future rotational schedule.

Equal opportunities

Diversity and inclusion are a priority for us. We're fostering an inclusive environment for all people to do the best work of their lives with us. See our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report for more information.

We're an equal opportunity employer. All applicants will be considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status.

If you have a preferred name, please use it to apply.