AddressDistributed | £30,000-£35,000 per annum (dependent on experience) + Benefits |
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.
Our Business Banking Team:
Our Business Banking product, Best Business Banking App at the 2022 British Bank Awards, is built for our customers, making it simple for small businesses to pay and get paid. We have an exciting year ahead and are expanding our team to support the rapid growth of our Business banking product.
As a Team Manager, you'll have 3 main focuses:
- Empowering the people you lead to provide an exceptional level of service to our customers when they get in touch with us through web chat, email or phone as well as multiple task-based workstreams
- Helping your people grow from new team members to absolute experts in everything that they do
- Engaging your team and building a fantastic team culture with loads of support, guidance and development
Your day-to-day:
- Leading, coaching and supporting your team to achieve their personal, professional and performance goals
- Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their personal financial lives
- Providing support through side by side coaching, call listening and 1:1 sessions with your team members to aid their continuous improvement
- Holding daily buzz sessions and weekly team meetings that focus on team engagement, performance and everything in between
- Being responsible for driving performance on an individual basis and a team level to ensure that we are performing at the level required to meet customer demand
- Managing schedules in conjunction with our Real Time team to ensure that we always have the right amount of people in the right place at the right time
- Regularly reviewing the quality of your team's customer interactions to identify areas of potential improvement, both individually and structurally
- Helping your team with the most difficult queries and capable of explaining, demonstrating and motivating people to be excellent at their roles
- Being a point of escalation for queries on our Business Banking products and processes, either answering questions first time or directing inquiries to the right place
- Using data to spot trends and understand performance gaps
- Leading your team through business changes within your area
- Consistently making sure that the working environment is as engaging and rewarding as possible for those that you lead
You should apply if you:
- Have experience working within a Business Banking team within a financial services environment. This experience is essential.
- Are an inspirational leader that has a track record of leading high performing and happy teams
- Love coaching people to improve their own performance
- Are a self starter who sees their teams as their own business and is confident in your way of working
- Are comfortable leading a team working towards productivity and quality targets as well as understanding the impact that your day to day tasks have on service deliver
- Are passionate about getting customers queries solved in the most efficient way possible
- Are excited about developing individuals and managing performance
- Understand the need for difficult conversations at times; from absence and conduct management to saying no to requests that you aren't able to grant
- Are very hands-on and solve problems when you spot them and be able to shift priorities at short notice
- Enjoy working with people from all walks of life
- Have the Right to Work in the UK. We cannot sponsor visas for this role.
The Interview Process:
Our interview process involves 2 main stages:
- Application questions
- 1:1 interview lasting 1h. This will take place via video call.
You may also have an informal call with a Recruiter or Hiring Manager after we've reviewed your application. Our average process takes 3-4 weeks though we'll be sure to keep you updated on your application.
What's in it for you:
£30,000-£35,000 with annual pay and performance reviews plus stock options & benefits
This role is fully remote (work from home)
- ️ The option to opt in to Private Healthcare schemes
A yearly budget of £1,000 to spend on your professional development
Being part of a multiple award winning team
For a full list of benefits, follow this link
Your working hours:
This is a full time (37.5/week) role on scheduled shifts starting between 7am and 10am. We'll schedule your shifts to be in line with your teams' working hours wherever possible. You'll work no more than 1 in 8 weekends.
Equal Opportunity Statement
We are actively creating an equitable environment for every Monzonaut to thrive.
Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.
We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
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