Senior Manager - Workforce Scheduling and Service Management

🚀 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 ❤️

Hear from our team about what it's like working at Monzo ✨

📍London or UK Remote | 💰 £85,000 - £100,000 + Benefits | Hear from the team ✨

⭐Our Workforce Management (WFM) team

You’ll be joining the Workforce Management team which forms part of the Operations Collective. Our mission in WFM, is to get the right work to the right COp, at the right time to help our customers.

You will report to the Director of Workforce Management. You’ll work alongside our Forecasting and Capacity Planning lead to deliver consistently strong service management for our Operations team. You’ll have teams reporting to you to support Scheduling our COps (Customer Operatives) and Real time intervention and analysis.

🔑You’ll play a key role ...

• You’ll be the accountable Lead for service delivery and driving continuous improvement across the operation via Real Time service management & reporting
• You’ll be accountable for the delivery of best in industry quality and service that supports strategic short term planning
• You’ll lead the full review of people working patterns and contract types to assess fitness for purpose and scalability, understanding the requirements, dependencies and risks
• You’ll lead transformational change projects to build, plan and implement shifts and contracts that support our team’s wellbeing while addressing our customer needs in line with our Monzo EVP
• You’ll partner with our People and Operational Senior Leadership teams to optimise the people experience and engagement levels in relation to all WFM responsibilities
• You’ll identify opportunities and make recommendations to maximise efficiency and service and lead on related initiatives
• You’ll partner with our Product squads on our WFM systems and define future requirements for Monzo growth and scalability
• You’ll work with a cross functional teams to implement improvements to our data, processes, schedules and real-time service management

You’ll spend your day ...

• Retrospectively analysing in detail, our service performance for the previous day / week / month and sharing information with stakeholders
• Understanding the service delivery outlook for the day or week ahead, and partnering with your team to ensure the delivery of strong performance
• Focusing on, and proactively addressing any potential areas of amber or red performance
• Collaborating with general managers to understand how we need to support their goals through service
• Leading your team to deliver positive realtime management of service across operations, encouraging good communication across all stakeholders
• Supporting operational projects connected to workforce management and system management
• Building strong relationships across the Operations Leadership team
• Clearly and articulately communicating current service performance levels and outlooks
• Making educated decisions and adjustments on service delivery to benefit the wider service performance

🤩We’d love to hear from you if…

• You are an experienced Senior Manager
• Capable of managing other managers confidently
• Being the spokesperson of Real time and scheduling to the wider business is your thing
• You’re a strong counterpart to tech - challenging them to build the right things for WFM
• You’re ready to challenge the status quo - the old ways of contact centres are not for us, we’re building the future of WFM!
  
  

🙌What’s in it for you

💰£85,000 - £100,000 ➕ share options.

📍This role can either be UK Remote Based or from our London Office

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

📚£1,000 learning budget each year to use on 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.

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 4 key steps

Recruiter Call

Task Stage

Initial Call with a Senior Leader

2 x 1 hour Interviews with Senior Managers

This process should take around 4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [email protected]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

The closing date for applications is 28 June 2024 at 4pm.

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, 2023 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 age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.