Director of Complaints

About us

We’re here to make money work for everyone and we’re doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We’re focused on solving problems, rather than selling financial products. We want to make the world a better place and change people’s lives through Monzo.

About our Team:

Customers are incredibly important to us – they’re the reason why Monzo exists. Our complaints team have a passion for solving problems and are extremely passionate about investigating the matter and putting things right!

What you’ll be working on:

• Leading Complaints Operations and taking ownership of Complaints risk and policy, you’ll proactively deliver our strategy to achieve the next stage of our growth ambition.
• You will own and deliver world-class customer service through multi-channel management to deliver against all key goals and performance indicators with a strong focus on quality and customer experience.
• Create a culture of continuous improvement, increasing productivity and efficiency through great people leadership, coaching and developing the skills of your team.
• Leading by example. You’ll be a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement across the whole operation
• Continuously reviewing, evaluating and challenging our current processes and metrics to make sure we have the right oversight over performance and we are driving the right efficiencies and improvements.
• Enabling the safe and efficient delivery of change into the operation to allow us to scale and grow at pace
• Identifying potential operational risks and developing strategies to mitigate them along with ensuring compliance with relevant regulations and industry standards
• Developing and managing strategic partnerships across Monzo, and with new and existing third parties. You will build strong and effective stakeholder relationships throughout
• Engaging confidently with senior leadership including C-suite and VPs
• Engaging externally with industry experts and peers in external industry forums; responding to regulatory & industry requests for information
• Maturing our processes and controls within your areas of responsibility to take Monzo’s control environment to the next level of maturity (and scalability).

You should apply if:

• You can demonstrate excellent written English & verbal communication skills
• You have a values driven approach in line with Monzo’s core values
• You are an experienced Complaints Operations Director working within a UK bank or financial services company (including FinTech)
• You have deep subject matter expertise in how operational teams serve Complaints, and have experience working alongside risk and policy owners
• You are comfortable leading large multi-site operations and have a track record of developing high performing teams and delivering outstanding results
• You can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact
• You’re resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing
• You’re hands-on and great at delivery & execution
• You’re curious and collaborative – you’re great at asking incisive questions to pick things up and act on them quickly.
• You have a proven track record of end to end project delivery and experience in leading through change
• You use data to identify performance trends, solve problems and identify opportunities
• You can provide specific actionable feedback to a wide range of audiences and levels
• You are fluent in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes
•  It would be advantageous if you have experience at a fintech / challenger bank, and / or experience working in a scaling environment on your career journey.