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- Tasks: Lead a team supporting customers through challenging life events like bereavements.
- Company: Join Monzo Bank, a forward-thinking bank on a mission to simplify money management for everyone.
- Benefits: Enjoy flexible working hours, a ÂŁ1,000 learning budget, and share options worth ÂŁ50,000.
- Why this job: Make a real impact by helping customers during difficult times in a supportive environment.
- Qualifications: Experience in operations management within a regulated environment, preferably in banking or financial services.
- Other info: Diversity and inclusion are key; we encourage all to apply, even if you don't meet every requirement.
The predicted salary is between 40000 - 50000 ÂŁ per year.
Operations Manager, Life Events – Bereavements and Third Party Access
Join to apply for the Operations Manager, Life Events – Bereavements and Third Party Access role at Monzo Bank
Operations Manager, Life Events – Bereavements and Third Party Access
Join to apply for the Operations Manager, Life Events – Bereavements and Third Party Access role at Monzo Bank
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
London, Cardiff or UK Remote | £47,600 – £60,200 + Benefits | Hear from the team
Our Life Events Team (Bereavements and Third Party Access)
We’re looking for an experienced Operations Manager to be a leader for our Life Events teams in our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) operation. Our Life Events operation supports customers and representatives with some of the most challenging events including bereavements and providing support to set up third party access to Monzo accounts and services.
Every person in our team cares deeply about their work and the impact that it can have on Monzo and our customers. The team are responsible for a number of different tasks, including deceased customer notifications, managing products held by deceased customers, defunding accounts to the customers estate and managing accounts on behalf of third parties. This requires the use of empathy, attention to detail, and providing high quality service at all times.
This role requires a strong understanding of bereavement and/or third party access processes, and excellent leadership skills. You’ll directly manage 3 Team Managers initially, expanding the team over the next 18 months, also working with other teams and third parties who provide additional support.
You’ll play a key role by…
- Leading a strong customer-centric culture and keeping everyone focused on what really matters: helping our customers and representatives during difficult and challenging life events.
- Building and expanding the team to support growth.
- Leading our teams to ensure delivery of great service, maximising efficiencies and delivering in line with key goals and performance indicators.
- Coaching and developing your Team Managers ensuring that we deliver great outcomes with Quality and Compliance at the heart of what we do.
- Interpreting performance data confidently and using this information to drive operational improvements, highlight areas for change and celebrate success.
- From time to time you will be involved in supporting our wider stakeholders within recruitment and our People Team eg Interviewing within VAIB and or supporting people cases.
- Leading on key projects using your knowledge within Life Events (bereavements and third party access) to help shape the future for our people, business, customers and representatives.
- Helping us become an exceptional place to work, we are proud to be part of Monzo and it is important that we celebrate others and important milestones.
- Leading team rituals, planning meetings and retrospectives – making sure the information flow out from, and into, the team is easy and effective.
We’d love to hear from you if…
- You are an experienced Operations Manager, that has specifically worked in a regulated environment, supporting Life Events teams (bereavements and third party access).
- You have clear strong senior leadership experience, in a fast paced and customer-centric role, preferably Banking/Financial Services.
- You love driving exceptional service and understand the importance of getting things right for our customers and their representatives first time, every time.
- You’re able to interpret data, join the dots and make recommendations to drive continuous process improvements.
- Have experience of building and growing teams into a high performing and highly efficient operation.
- Are able to prioritise based on customer demands, business needs and risk mitigation.
- Able to lead projects, execute and deliver.
- You’re as comfortable working 1:1 as well as collaborating with and communicating to large groups.
- You’ve led successful teams to achieve their goals, have an empathetic leadership style and empower your people to find solutions.
- You thrive in coaching and developing others to help them reach their potential.
- Able to motivate your teams, have a hands-on style and solve problems when you spot them.
- What we are doing at Monzo excites you!
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 – £60,200 share options worth £50,000.
This role can be based in our London office, but we\’re open to distributed working within the UK
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.
ÂŁ1,000 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
- Application
- A short video call with a member of the Hiring team
- 2x Interviews via Google Meet
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.
We’ll only 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
Seniority level
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Seniority level
Mid-Senior level
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Employment type
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Industries
Banking
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Operations Manager, Life Events - Bereavements and Third Party Access employer: Monzo Bank
Contact Detail:
Monzo Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager, Life Events - Bereavements and Third Party Access
✨Tip Number 1
Familiarise yourself with Monzo's mission and values. Understanding their customer-centric approach and commitment to inclusivity will help you align your responses during interviews, showcasing how your leadership style fits within their culture.
✨Tip Number 2
Prepare specific examples from your past experience that demonstrate your ability to manage teams in high-pressure environments, particularly in bereavement or third-party access contexts. This will highlight your relevant skills and show that you can handle the sensitive nature of the role.
✨Tip Number 3
Research common challenges faced by Life Events teams in banking. Being able to discuss these challenges and propose potential solutions during your interview will demonstrate your proactive thinking and understanding of the role's demands.
✨Tip Number 4
Network with current or former employees of Monzo, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and stand out as a candidate.
We think you need these skills to ace Operations Manager, Life Events - Bereavements and Third Party Access
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Operations Manager position. Familiarise yourself with Monzo's mission and values, especially their focus on customer-centric service during challenging life events.
Tailor Your CV: Customise your CV to highlight relevant experience in operations management, particularly in regulated environments. Emphasise your leadership skills and any specific experience with bereavements or third-party access processes.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and how your background aligns with Monzo's goals. Use specific examples from your past experiences to demonstrate your ability to lead teams and improve operational efficiencies.
Prepare for Interviews: Anticipate questions related to your leadership style, experience with customer service, and how you handle sensitive situations. Be ready to discuss data interpretation and process improvements, as these are key aspects of the role.
How to prepare for a job interview at Monzo Bank
✨Understand the Role Deeply
Before your interview, make sure you thoroughly understand the responsibilities of an Operations Manager in the Life Events team. Familiarise yourself with bereavement processes and third-party access protocols, as this will show your genuine interest and preparedness.
✨Showcase Empathy and Leadership
Given the sensitive nature of the role, be prepared to discuss how you have demonstrated empathy in previous positions. Share examples of how you've led teams through challenging situations, highlighting your ability to motivate and support your staff.
✨Data-Driven Decision Making
Be ready to talk about how you interpret performance data to drive improvements. Prepare specific examples where your data analysis led to operational enhancements or better customer outcomes, as this aligns with the expectations of the role.
✨Cultural Fit and Values
Monzo values a customer-centric culture. During the interview, express your alignment with their mission to make money work for everyone. Discuss how you can contribute to building a supportive and inclusive environment within the team.