Team Manager, Personal Banking

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Requirements:

• Experienced in providing thoughtful, empathetic management, supporting individuals while driving performance.
• Passionate about developing people and managing performance effectively.
• Understanding of business needs and the role we play in meeting service delivery obligations.
• Skilled at providing direction and motivation, navigating change, and driving a clear vision forward, even in ambiguous or changing situations.
• Confident in handling difficult conversations, including absence and wellbeing management.
• A proactive self-starter who takes initiative and stays curious.
• Hands-on and solutions-focused, able to spot and resolve problems while adapting to shifting priorities.

Responsibilities:

• Create and maintain a strong customer-first culture, keeping the team focused on what matters most—helping customers navigate their personal finances.
• Lead, coach, and support your team to achieve their personal, professional, and performance goals.
• Drive performance at both individual and team levels, ensuring we meet customer demand with the right level of service.
• Review the quality of your team’s customer interactions, identifying opportunities for improvement both individually and structurally.
• Hold regular feedback and development sessions, including weekly one-to-ones and team meetings.
• Support your team with complex queries, providing clear explanations, demonstrations, and motivation to help them excel.
• Encourage others to identify opportunities to improve the customer experience and enhance Monzo’s ways of working.
• Use data to spot trends and address performance gaps, making informed decisions to drive improvement.
• Guide your team through business changes, ensuring clarity and alignment within your area.
• Keep your team motivated and engaged, even during periods of high demand, as we continue to grow.
• Interviewing for new members of your team, ensuring every candidate receives a world class experience