Life Events Team Manager

April 14

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Monzo Bank

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Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

Digital Retail Bank • Fintech • digital banking • smartphone

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

📋 Description

• Managing the personal & professional development of around 11 Level20 Cops. • Providing coaching, feedback, and support to your team on Life Event tasks, predominantly regarding disclosures of Bereavements, Third Party Access and Customers in Custody. • Clearly communicating business change, ensuring your team remains fully engaged. • Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events. • Customers in Custody. • Monitoring and improving service levels for the work completed by your team. • Speaking with customers and supporting COps with complex decisioning when necessary. • 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. • Managing performance by giving sometimes difficult feedback and helping your team members to improve and learn. • Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally. • Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports. • Motivating your Team – we're growing fast and need to make sure COps stay engaged during challenging periods of demand. • Ensuring everyone in your Team feels they have a voice. • Working closely with other Team Managers to ensure that best practice is shared. • Aggregate the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling. • Conducting interviews for Life Events, VAIB Cops and TMs and contributing to hiring decisions. • Chairing employee relations cases and making decisions consistent with Monzo’s values.

🎯 Requirements

• You have experience of managing and leading a complex team who work in a highly emotionally charged environment. • You have the ability to lead others in team success and engagement.Experience within the VAIB team or experience working in Vulnerability is preferred, but we will consider Team Managers within Banking/Financial Services. • You have an excellent and solid understanding (or willingness to learn) the Life Events role with a knowledge of the tasks that are involved. • You're analytical and can confidently create a narrative with data.Strong data collation/reporting/presentation & root cause analysis. • Great at problem solving and prioritising work items. • Empathetic and supportive approach to people management.Excellent stakeholder management and communication skills. • Experience in managing employee relations cases. • Experience of taking individuals and teams from a position of underperformance to high performance. • You have great time management skills, experience of managing conflicting priorities and prioritising time sensitive workloads. • You're able to become fluent with MacOs, Slack and GSuite tools.

🏖️ Benefits

• £32,200 - £43,600 ➕share options. • £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. • Plus lots more! Read our full list of benefits.