Team Manager, Core Banking, Part Time

View full description

Requirements:

• Significant team management, leadership or coaching experience in a customer operations environment.
• Experience in a regulated environment is a bonus!
• Can draw upon and articulate previous experiences (what's worked well and what's worked not so well)
• Are empathetic and and work well with people
• Are very hands-on and solve problems when you spot them
• Are comfortable moving fast and in control
• Are comfortable making decisions in ambiguous situations
• Have spoken to your Team Manager and got their approval to apply

Responsibilities:

• Supporting part time COps within the evening space
• Taking COps through their onboarding and route to competency journey
• Working autonomously and proactively, making decisions with limited information and often when you are the only available manager online
• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their personal financial lives
• Delivering strong and effective coaching sessions
• 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
• Supporting and coaching a multi-skilled squad, including those new to role
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
• Building and managing a high performing squad - including performance management processes.
• Motivating your squad – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
• You will also the be point of contact for team member escalations, so need to be comfortable taking and making phone calls
• Holding weekly feedback and development sessions with the individuals in your squad, along with team-meetings, performance reviews and daily updates
• Using data to spot trends and understand performance gaps
• Leading and taking ownership for managing all business changes within your squad
• Supporting the wider evening and overnight team with escalations, coaching needs and day to day team manager duties