Operations Manager, Complaints

As an Operations Manager, Complaints at Monzo, you’ll be responsible for leading a team of Team Managers, ensuring excellent customer service and effective complaint resolutions. You'll develop your team, analyze performance data for operational improvements, and maintain compliance while driving efficiency within the Complaints Team.

To succeed as an Operations Manager, Complaints at Monzo, you should have significant experience in a regulated complaints environment, solid leadership skills, and a customer-first mindset. Experience in Banking or Financial Services is preferred, along with the ability to interpret data for informed decision-making.

At Monzo, the onboarding process for the Operations Manager, Complaints includes a recruiter call, leadership interview, and a coffee chat with a Senior Director, typically within a 3-4 week timeline, ensuring you’re well-equipped to excel in your role from day one.

Monzo supports a positive work-life balance for Operations Managers through flexible working hours. The company trusts you to manage your time effectively while ensuring that you can deliver high-quality support to your team and customers.

Monzo prides itself on a culture that values diversity, inclusion, and teamwork. As an Operations Manager in the Complaints Team, you’ll be a part of an empowering environment that encourages collaboration, innovative problem-solving, and celebrating successes as a team.

Highlight your past roles focusing on team achievements, how you've improved processes, and specific outcomes you've delivered, showcasing your leadership skills in handling customer complaints effectively.

Discuss your approach to evaluating competing priorities, how you balance customer needs with operational goals, and provide examples of your decision-making process during challenging situations.

Provide examples of successful coaching techniques, team development activities, and data-driven measures you implement to enhance team performance, illustrating your hands-on leadership style.

Share a specific instance where you identified underperformance, the analysis you conducted, interventions you implemented, and the results of your efforts, focusing on driving improvements and morale.

Explain how you utilize data analytics to drive decisions, track performance indicators, and enhance operational efficiency, providing a concrete example of data-led improvements you've made.

Discuss tactics such as regular team meetings, recognition programs, and setting clear customer care goals that ensure your team remains focused on exceptional customer satisfaction.

Provide a detailed account of a significant project you led, the goals you set, the stakeholders involved, the obstacles encountered, and how you successfully navigated these challenges, highlighting your project management skills.

Share your leadership philosophy, focusing on elements such as empathy, empowerment, and transparency. Provide examples that illustrate how your style fosters collaboration, innovation, and accountability within your team.

Express your enthusiasm for Monzo’s mission, values, and innovative approach to banking. Highlight how your skills align with their goals and how you envision contributing to their ongoing success.

Discuss key performance indicators (KPIs) you've used in the past, emphasizing the importance of customer satisfaction scores, complaint resolution times, and team metrics in assessing the health of the complaints operations.