Workforce Management, Governance Manager - 12 Month FTC
Cardiff, London or Remote (UK)
We’re on a mission to make money work for everyone.
We’re waving goodbye to the complicated and confusing ways of traditional banking.
With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!
We’re not about selling products - we want to solve problems and change lives through Monzo ️
The Workforce Management team is essential to the success of our Customer Operations. We are responsible for ensuring we have the right people in the right place at the right time to support our customers.
Our Change & Governance team is dedicated to driving efficiencies. We achieve this by improving processes and providing clear, structured procedures, and we hold ourselves accountable for adhering to critical controls for risk mitigation within WFM.
* Driving accuracy and consistency in all WFM-owned documentation and mappings through close collaboration with cross-functional teams.
* Partnering with stakeholders to design and deliver continuous improvement initiatives that enhance operational structure and efficiency.
* Actively document risks, actions, and plans, and ensure that accountable owners deliver their commitments on time, working with our central Risk team.
* Acting compliantly and ensure all risks have the required oversight when implementing solutions.
* Contributing to high-impact projects that directly improve service delivery/efficiency within Customer Operations.
We'd love to hear from you if you have...
* Stakeholder Management: Excellent communication, negotiation, and influencing skills, capable of building strong relationships with stakeholders at all levels.
* Technical Proficiency: An appreciation for data with a desire to deepen your skills. Fluency in MacOS, Slack, Airtable, and GSuite tools is required, along with a strong aptitude for learning new systems.
* Communication & Feedback: Excellent written and verbal communication skills in English, and the ability to provide clear, constructive, and actionable feedback.
* Customer Operations Knowledge: A good understanding of Customer Operations is highly desirable.
* Work Ethic: Strong ability to work independently while also thriving in a collaborative team environment.
* Values Driven: A demonstrated approach to work that aligns with Monzo's core values.
Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!
The Application & Interview process:
Our interview process involves 4 main stages:
* Application Questions
* Role Specific Interview
* Behaviour & Values Interview
Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your hiring process, but if you do have any specific questions before this please contact jadeinskip@monzo.com. Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.
This role can be based in our London office, Cardiff office or distributed working within the UK.
We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
Learning budget of £1,000 a year for books, training courses and conferences
We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
And much more, see our full list of benefits here
Please note we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment.
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo.You can read them here.
#LI-REMOTE #LI-JI
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.
Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:
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