Operations Manager, Telecoms at Monzo Bank

Cardiff, Wales, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

64400.0

Posted On

02 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Team Management, Coaching, Compliance, Continuous Improvement, Product Development, Data Analysis, Problem Solving, Attention To Detail, Collaboration, Telecoms Expertise, Financial Services Experience, Agility, Resilience

Industry

Banking

Description

🚀 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 ✨ UK Remote | 💰£47,600 - £64,400 + Benefits ✨ ⭐Our Telecoms team We’re building a small team to work on telecoms products, and are looking to hire great people with deep industry expertise who can help us build market leading operations and service. The Operations Manager sits at the heart of this, with responsibility for our customer service for telecoms customers. You’ll be responsible for setting the culture, driving team performance and delivering high customer satisfaction. As an Operations Manager in telecoms, you’ll be a pivotal part of growing a scaling product and drive excellence in every customer touchpoint. 🔑You’ll play a key role by… Your team serves as a contact point for our telecom customers, managing an array of customer facing tasks across multiple communication channels. Your leadership will empower your teams to excel in delivering a consistently superior customer experience. Team management: Drive customer excellence through proactive team leadership, data-backed coaching, and a culture of continuous improvement which delivers high performance levels. Escalation and coaching: Act as a subject matter expert, supporting your team and coaching them to be the best they can be. Compliance and regulatory insight: Ensure all customer support activities comply with relevant regulations and standards. Promote a culture of compliance and risk. management within the team to enhance operational integrity and quality. Continuous improvement: Be motivated to continually improve the service your team is providing to improve customer satisfaction and drive down complaint volumes Product Development: Operate as a bridge between customer support and the product team, to ensure customer feedback is being taken onboard. 🤩 We’d love to hear from you if… Have significant experience in customer support for a MNO, MVNO or telecoms provider (preferably mobile, but fixed line is ok too) Are excited by building and scaling an operations function from scratch to serve millions of people. Deliver best in class customer experience and quality outcomes, using data to inform decisions on where to lean in. Have experience coaching and developing a team of support agents. Enjoy 'getting things done' and achieving tangible outcomes. Are willing to lead by example and regularly speak to customers yourself. Thrive in ambiguity, ask incisive questions, and take a structured approach to data led problem solving. Have experience working with both in house and outsourced customer support teams Are analytical in developing scalable operational strategies. Pride yourself on strong attention to detail. Work collaboratively with people at all levels and across functions and cultures. Have experience working for or with financial services companies, fintech or banks. Ability to thrive in a dynamic, fast-paced environment, adeptly navigating change and ambiguity with agility and resilience. 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 💰 £47,600 - £64,400 + 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 30 minute Recruiter Call. 60 minute role specific competency based interview. 60 minute values competency based interview. We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. The closing date for applications is Wednesday 4th February 2026 at 5pm GMT. We may 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. #LI-REMOTE 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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Responsibilities

The Operations Manager will oversee customer service for telecoms customers, driving team performance and ensuring high customer satisfaction. They will also act as a bridge between customer support and the product team to incorporate customer feedback.