Global Payments Operations Manager London; Remote (UK)

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. 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.

The Payments Collective sits at the very heart of Monzo, responsible for all of the products and services that move money. Product Operations spans the breadth of Payments, ensuring that the team and its products and services are operating efficiently and to a high standard, and helping us safely scale to millions of users in the UK and internationally.

About the role… As the Operations Manager for Global Payments, you’ll play an essential role in expanding and scaling our international payments offering, ensuring our processes are quick, seamless, and running efficiently. You’ll be embedded within the Global Payments product team, and will work closely with teams across Monzo and key external partners to ensure international payments work seamlessly for our customers.

You’ll be setting up and managing a multitude of key partnerships, building operational processes that are fit to scale globally, and act as the voice of the customer in the team. Taking complete ownership of operations in the team:

• Building, scaling, and managing all their processes.
• Working with partners in Customer Ops to optimise support and streamline internal processes.
• Diving into the data and working collaboratively to analyse customer problems and process inefficiencies.
• Prioritising and proposing solutions to improve customer outcomes and optimise processes.
• Establishing and managing SLAs to optimise performance of our products and processes.
• Setting up new partnerships and managing performance of existing suppliers.
• Collaborate with cross-functional teams and partners to develop and expand our international payments products.
• Developing the systems, practices, and tools to unblock the team from product delivery.

You have experience working with international payment systems such as SWIFT and schemes like SEPA. You have an understanding of correspondent banking and foreign exchange. You’re a self-starter, proactive, have a strong sense of ownership, and thrive on ambiguity. You have experience managing relationships with a wide range of suppliers and partners. You can build and scale complex operational systems. You have strong strategic reasoning; able to balance and prioritise short and long-term trade-offs. You’re comfortable getting into the details of technical systems and working with engineering teams. You love solving complex problems and have a track record of managing performance and SLAs. You have built strong relationships and collaborate with partners to reach alignment and resolve issues. You can drive clarity amidst ambiguity and focus on the things that matter. You are organised and have managed complex projects with multiple stakeholders. You are analytical and make data-driven decisions.

What’s in it for you:

• £50,200 - £67,500 (depending on depth of experience) share options.
• This role can be based in our London office, but we’re open to distributed working within the UK (with ad hoc meetings in London).
• 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.

The application journey has 3 key steps:

• Quick call with a Monzo Recruiter
• 30 min video-call with the Hiring Manager
• Full-Loop (1 x Technical and 1 x Behavioural video-interviews)

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 business-hiring@monzo.com. 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.

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.