Senior Lead - Operational Performance & Excellence

🚀 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 ❤️

📍 UK Remote | 💰 £90,400 - £114,250 + equity + benefits ✨

Our Data, People & Operations team ⭐ Our Data, People, and Operations teams are the engine room of Monzo. Together, we make sure we hire brilliant people, give them the tools to succeed, and keep our operations running like clockwork for millions of customers. We combine human empathy with cutting-edge tech, building automated data pipelines and smart models to fight fraud, scale our support architecture, and give our operational leaders clear insights into how we’re doing.

🔑 You’ll play a key role by…

Driving how we measure, understand, and elevate performance across Operations, you will be our custodian for team and individual performance. You’ll look beyond spreadsheets, helping teams translate data into clear, outcome led actions while aligning domain practices with global standards. Partnering across Operations, Data, and People, you’ll move us toward predictive, AI driven insights that make performance metrics effortless and actionable.

Set Clear Standards: Translate strategy into outcome-led performance tiers (good, great, below expectation) that leaders can easily apply.

Optimise Operations: Analyse data to uncover bottlenecks, eliminate structural inefficiencies, and target high impact improvements.

Empower Teams: Build a high-performance culture by providing transparent visibility and practical measurement frameworks for daily decision-making.

Align & Communicate: Partner with People and comms teams to keep operational expectations aligned and framework updates transparent.

Elevate Capability: Collaborate with learning partners to design coaching and training programs that directly drive performance.

Shape Future Talent: Map performance data to skill gaps to guide targeted training and long term workforce planning.

Build AI insights: Partner with Tech and Data to build accessible AI tools and predictive analytics that accelerate decision-making while ensuring performance metrics stay clear and aligned with Monzo's core values.

Drive Unified Standards: Serve as the single trusted voice on ops performance by balancing global consistency with domain needs, consulting leaders to elevate quality standards, and continuously refining processes for maximum impact.

Influence Strategically: Drive strategic influence across Data, People, and Operations by translating complex insights into clear business outcomes and empowering leaders to optimise their own teams.

🤩 We’d love to hear from you if…

You have experience in operational excellence, business intelligence, or performance management inside a high growth, tech first business, especially with operational roles.

You’re super analytical and love working with complex data; you’re comfortable partnering with Data teams and can ideally self-serve analysis using SQL (desirable).

You’re fascinated by the intersection of people and technology, with a genuine interest in using AI and advanced analytics to unlock insights.

You excel at building relationships and collaborating across People, tech, and business teams to get things done.

You’re comfortable navigating ambiguity, driving work independ