Operations Manager

At Monese, we are breaking down boundaries every day to help you build a better future.

As the digital alternative to banks, we are empowering people all over the world through our award-winning financial products - We have helped millions of customers revolutionise the way they live their lives in a global world.

We are backed by the best of the best, with over $200+m funding to date from market experts such as HSBC, Kinnevik, Investec and PayPal.

We want people with passion and dedication to help us go the distance and support our ambition to change lives.

About the role:

Our Operations Manager will be accomplished in a range of customer focused disciplines such as Customer Service, Customer Experience, Complaints and Risk and Payments. Passionate about operational efficiencies, whilst enhancing the customer experience and exceeding targets. A self-starter and talented problem solver, you will also be used to working within a regulatory framework (FCA) and the data reporting and standards expected.

What you'll be doing:

• Manage, oversee and nurture three high-performing operations teams located in Newcastle and remotely.
• Enhance & drive the KPIs of the operations teams by further developing the tools and processes available to the agents and analysts with a focus on customer experience and efficiency.
• Reduce contact rates by leveraging technology, root cause analysis and optimising our self-help and chatbot solutions.
• Help manage the relationships and negotiations with key vendors utilised by the aforementioned operations teams.
• Help influence a positive increase in customer reviews on platforms such as Trustpilot.
• Help the business work through the transition of acquiring another major FinTech business.
• Support the line manager with any ad-hoc problems or tasks that arise.

What we are looking for:

• Experience within a Fin Tech (banking/financial services) is essential - please do not apply if you don't have this experience.
• Ideally experience within a start up or scale up environment - able to demonstrate agility in your approach.
• A smart, agile leader who's able to develop the teams with a wide range of ability and performance levels.
• A strategic thinker, someone able to tap into long-term strategic projects and solutions.
• Enforce a team of excellence and high-performance, with zero tolerance for an average standard of delivery.
• Hire, mentor and retain the best talent.
• Significant experience working for another high-paced and successful FinTech and or startup/scale-up within a regulated space.
• Able to work and collaborate at all levels of the organisation.
• Utilise data to find and fix problems, effectively prioritising that which is most important.
• Operate independently, with a sense of urgency and a strong focus on solving the right problems.
• You must be UK based, ideally in London, but willing to travel, on occasion, between UK offices and potentially Europe.
• Step in for weekly business updates with executives when required.

Personal qualities:

• An agile and adaptable approach to tasks, unphased by speed and pace.
• Highly analytical and numerate, with a strong ability to interpret data and apply insights to optimize team efforts.
• Strong problem-solving skills, with the ability to navigate complex challenges and develop effective solutions.
• Customer-centric approach, with an excellent understanding of customer behaviour.
• Confident and effective interpersonal skills; proven ability to build strong relationships within the team and beyond.

What benefits we offer:

• Ample opportunity for personal growth at one of the leading tech startups in Europe.
• A flat structure with open communication where everyone has a voice.
• High degree of autonomy in a motivated and talented international team.
• A stack of modern technologies.
• Generous stock options and competitive salary.
• Learning and development support scheme.
• Working from home flexibility.
• Working abroad.
• Enhanced sick days, voluntary day, days off for a wedding and more.
• Monese VIP account.