Operations Manager, Personal Banking

We're on a mission to make money work for everyone.
We're waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

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 UK team about what it's like working at Monzo

Due to the forecasted popularity of this role, we will close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.

London, Cardiff or UK Remote | £47,60 - £60,200 + Share Options + Benefits |

Our Personal Banking team
Monzo's
Personal Banking team
is right at the heart of what we do. We're here to make sure our customers get the help they need—whether that's sorting an urgent payment, supporting someone through a tricky moment, or simply making banking feel effortless.

You'll play a key role by...
As an
Operations Manager
, you'll be a key leader in Monzo's Personal Banking operation, ensuring our customers get the best possible support during peak operating hours. You'll guide your managers and their teams to success, ensuring service excellence is delivered consistently.

• Leading and Developing Leaders:
  Coach and support a team of up to 7 Team Managers, empowering them to bring out the best in their own teams and build future leaders.
• Driving Operational Decisions:
  Make critical, real-time operational decisions, effectively balancing service levels, team wellbeing, and efficiency to deliver an outstanding customer experience.
• Owning Performance:
  Take full ownership of your operation's performance. You'll keep a close eye on the numbers, spot emerging trends, and drive meaningful improvements.
• Championing Your Team:
  Advocate for your team's needs, making sure they are engaged, supported, and set up for success every day.
• Innovating Processes:
  Drive operational excellence by proactively reviewing processes, tools, and ways of working to make everything slicker and smarter.
• Collaborating Across Monzo:
  Partner with key stakeholders across the bank, including workforce planning and risk teams, to ensure a smooth and efficient operation.
• Leading Through Change:
  Help your teams stay focused and resilient in Monzo's fast-moving, ever-evolving environment.

We'd love to hear from you if…

• You're an experienced people leader with at least 3 years of managing leaders in a fast-paced, customer-focused environment.
• You thrive in high-energy, dynamic settings and genuinely love a challenge.
• You care deeply about people development, inclusion, and wellbeing, helping managers and their teams do their best work.
• You are data-driven and completely comfortable making key decisions based on insight.
• You're passionate about creating the best banking experience for our customers.

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

What's in it for you
£47,60 - £60,200 + Share Options

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 3 key steps:

• Recruiter video call
• 1 hour role specific interview
• 1 hour values interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You'll hear from us throughout the application process, but if you've got any questions, please reach out to 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.

Due to the forecasted popularity of this role, we will close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.

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