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- Tasks: Lead a dynamic team in optimising workforce management and enhancing service efficiency.
- Company: Join Monzo Bank, a forward-thinking bank revolutionising the way we manage money.
- Benefits: Competitive salary, flexible working hours, learning budget, and home office setup.
- Why this job: Make a real impact in banking by improving customer service and operational efficiency.
- Qualifications: Experience in operations and service management with strong data analysis skills.
- Other info: Inclusive culture that values diversity and encourages personal growth.
The predicted salary is between 50000 - 63450 £ per year.
Join to apply for the Service Manager, Workforce Management role at Monzo Bank. London, Cardiff or UK Remote | £50,200 - £63,450 + Benefits
About Monzo: We are on a mission to make money work for everyone. We are moving away from the complicated and confusing ways of traditional banking. Our product offering has grown to include personal and business accounts, joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more to come. Our UK customers can also save, invest and combine their pensions with us. We have hot coral cards and a get-paid-early feature, with financial education on social media and award-winning customer service. We are not about selling products—we aim to solve problems and change lives through Monzo.
Role and Responsibilities:
- Own the full WFM planning cycle for your domains, ensuring seamless operations.
- Manage and empower a high-performing team of analysts with diverse WFM and Service skill sets; define responsibilities, expectations, and contributions to WFM goals.
- Continuously improve WFM processes to meet SLAs, enhance COps efficiency (Wait Time), and align with budget (FTE/Overtime).
- Proactively identify risks to service and recommend cost-effective solutions; escalate FTE/Overtime overspend risks and propose mitigations.
- Manage short-term forecasting for your domain through your forecasting analyst; ensure Forecasting KRIs are met and plan for events and product changes; meet SLAs for forecasting change requests and modelling within Anaplan.
- Ensure optimized schedules for the horizon with flexible working options.
- Produce weekly and monthly reports for senior stakeholders, supporting board reporting and weekly service meetings; include root cause analysis documentation.
- Respond to incidents and operate a WFM On-Call rota on PagerDuty to support out-of-hours incident response (roughly 1 in 6 weeks).
- Partner with the WFM Tech team to prioritize initiatives and work closely with Workforce Management Analysts.
- Support various projects and product changes.
Qualifications:
- Experience in operations, WFM product/data, and service management.
- Strong understanding of service management, comfortable with queues, task views, and SLAs.
- Experience with short-term forecasting and deep-dive analysis to improve domain performance and align with WFM goals.
- Proven experience managing and developing a high-performing team with clear responsibilities and expectations.
- Data fluency for documentation, recovery plans, and weekly reporting.
- Experience with projects and product changes to ensure WFM supports operational needs.
- Proficiency in data analysis using tools including Looker/Tableau, BigQuery, and Google Sheets.
What's In It For You:
- Salary: £50,200 - £63,450 plus benefits and £50,000 shares.
- Flexible working hours and trust to work the hours needed to do your job well.
- £1,000 learning budget each year for books, training courses and conferences.
- Home working setup: Macbooks provided; remote workers receive additional setup support.
- Plus lots more benefits; read the full list on our site.
Application Process:
- Application Questions
- Recruiter Call
- Take Home Task (Presentation)
- Role Specific & Values Interview
This process should take around 2-3 weeks; we aim to be flexible with your schedule. We also provide guidelines on using AI to ace an application and interview at Monzo.
Equality and Diversity: We are an equal opportunity employer. All applicants will be considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability. If you have a preferred name, please use it to apply. We do not require full or birth names at the application stage. We encourage applicants from diverse backgrounds and welcome learning and growth with us.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Banking
We will close the role once we have enough applications for the next stage. Please submit your application as soon as possible.
Service Manager, Workforce Management in London employer: Monzo Bank
Contact Detail:
Monzo Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager, Workforce Management in London
✨Tip Number 1
Get to know Monzo's mission and values inside out. When you’re chatting with the team, show them you’re not just another candidate but someone who genuinely believes in making money work for everyone. This connection can really set you apart!
✨Tip Number 2
Prepare for your interview by thinking about how your experience aligns with the role. Have specific examples ready that demonstrate your skills in WFM and service management. We want to see how you’ve tackled challenges and improved processes in the past.
✨Tip Number 3
Don’t forget to ask questions during your interview! This shows your interest and helps you figure out if Monzo is the right fit for you. Think about what you want to know about the team dynamics or future projects.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Service Manager, Workforce Management in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Manager role. Highlight your experience in WFM and service management, and show us how you can own the full planning cycle. We want to see how your skills align with our mission at Monzo!
Showcase Your Team Management Skills: Since this role involves managing a high-performing team, share specific examples of how you've empowered your team in the past. We love seeing how you define responsibilities and contribute to team goals, so don’t hold back!
Be Data-Driven: We’re all about data at Monzo! Make sure to highlight your proficiency in data analysis tools like Looker or Tableau. Show us how you've used data to improve performance and meet SLAs in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Monzo!
How to prepare for a job interview at Monzo Bank
✨Know Your WFM Inside Out
Make sure you understand the full Workforce Management (WFM) planning cycle. Brush up on your knowledge of SLAs, forecasting, and how to optimise schedules. Being able to discuss these topics confidently will show that you're ready to take ownership of the role.
✨Showcase Your Team Management Skills
Prepare examples of how you've managed and empowered teams in the past. Highlight specific instances where you defined responsibilities and expectations, and how you helped your team achieve their goals. This will demonstrate your capability to lead a high-performing team.
✨Be Data-Driven
Familiarise yourself with data analysis tools like Looker, Tableau, and Google Sheets. Be ready to discuss how you've used data to improve performance and make informed decisions. This will be crucial for producing reports and supporting senior stakeholders.
✨Prepare for Scenario Questions
Think about potential risks to service and how you would mitigate them. Prepare to discuss how you would handle incidents and support out-of-hours responses. This will show that you're proactive and can think on your feet, which is essential for the role.
