Operations Manager, Quality Assurance

🚀 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 ❤️

📍London, Cardiff or UK Remote | 💰£47,600 - £60,200 + Incentive Awards tied to your performance + Benefits ✨

⭐ Our QA Team…

Quality Assurance is part of our Customer Operations Shared Services and is one of our key controls to not only protect the bank from poor customer outcomes, but also to ensure that we are providing exceptional service to our customers and achieve our mission of making money work for everyone.

🔑 You’ll play a key role by...

As an Operations Manager, you'll be a key leader in Monzo's QA operation, ensuring our team have the tools, skills and support required to deliver assurance checks against scorecard requirements. . 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 4/5 Team Managers, empowering them to bring out the best in their own teams and build future leaders. Coach and support.

Strategic QA Modernisation: Leading the transition from traditional Quality Assurance (compliance-focused) to QA 2.0 (Outcome Testing) (consumer duty and outcome-focused).

Driving Operational Decisions: Working with WFM to make critical, real-time operational decisions.

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. Drive high performance through qualitative and quantitative means.

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 while transitioning to QA 2.0

Collaborating Across Monzo: Partner with key stakeholders across the bank, including Customer Operations in delivering outstanding quality.

Leading Through Change: Help your teams stay focused and resilient in Monzo's fast-moving, ever-evolving environment.

Outsourcers: Supporting the above in relation to our Global Operations.

🤩 We’d love to hear from you if…

Leader of Leaders: Proven track record in managing, coaching, and scaling high-performing leadership teams in fast-paced, customer-centric environments.

Performance Culture: Expertise in performance management frameworks that drive accountability while maintaining high morale and engagement.

Dynamic Adaptability: Ability to thrive in high-energy, ambiguous settings, viewing complex challenges as opportunities for innovation and growth.

Systems Thinking: Deep understanding of organisational workflows, from demand-based scheduling to maximizing total output and throughput.

Operational Drive: An "operational first" mindset with the ability to identify bottlenecks and implement lean, efficient processes that scale.

Resource Optimisation: Skilled in balancing operational efficiency with service quality to ensure peak performance without burnout.

Change Management: Proven ability to transition teams through structural shifts, ensuring buy-in and alignment during the move from legacy QA to modern, data-integrated quali