Team Manager, Financial Health

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Requirements:

• Have an experience in a team manager role which includes managing HR cases, driving your teams performance and supporting your teams wellbeing and engagement
• You have experience working in the Collections or Debt recovery within Financial or Contact Centre environments is essential
• Experience in coaching and supporting colleagues is essential
• You have an empathetic and developmental leadership style
• You have experience of motivating teams working on ongoing operational work
• You're very hands-on and solve problems when you spot them
• You're comfortable moving fast and in control

Responsibilities:

• Managing a Squad of 10-12 COps
• Instilling a strong customer-centric culture
• 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
• Managing performance by giving sometimes difficult feedback and helping your Squad 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 Squad – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
• Ensuring everyone in your Squad feels they have a voice
• Working closely with other Squad Captains to ensure that best practice is shared
• Aggregate the feedback from your Squad into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling
• Would also be to champion and embed change and to be a role model for the team
• Supporting our customers directly when there is a business need