Operations Manager, Business Banking

Confirmed live in the last 24 hours

Monzo

Cardiff, London or Remote (UK)

Remote

Posted April 15, 2026

Job Description

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/Cardiff/Remote | £47,600 - £60,200 + Incentive Awards tied to your performance + Benefits ✨

⭐ Our Business Banking Team

At Monzo, our Business Banking Customer Operations team is at the heart of our mission to simplify and elevate the customer experience using cutting edge technology. We aim to make every interaction with us as seamless as possible, even when our users need a helping hand. We’ve built a world-class business account and at Monzo, we believe businesses deserve a seamless experience. You’ll be the bridge between deep industry expertise and world-class service, helping us build the future of Business Banking growth, especially as we expand into merchant acquiring opportunities.

As an Operations Manager in Business Banking, you’ll be a pivotal part of our wider Customer Operations Team, driving excellence in every customer touchpoint.

In this leadership position, you will guide a team of Team Managers, ensuring excellence in frontline customer service. These teams serve as the primary contact point for our customers, managing an array of customer-facing tasks across multiple communication channels. Your leadership will empower your teams to excel in delivering a consistently superior customer experience.

You’ll play a key role by...

Owning your own business area to deliver on core metrics that will allow us to deliver a best in class customer experience.
Instilling a culture focused on the completion of accurate, efficient work, and risk-awareness, in a team that needs to be laser-focused on both the customer experience and meeting regulatory requirements.
Interpreting performance data confidently and using this information to drive operational improvements, highlighting areas for change within your department.
Reviewing and evaluating current processes and our ways of working. You’ll work with the wider team to support in redesigning how we execute all of our Business Banking processes to provide a great service, handle all contact efficiently and effectively, and offer the best customer experience possible.
Develop and maintain strong, strategic relationships with global outsourcing partners to ensure collaboration and achievement of shared goals
Leading by example. You’ll be a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement and development across the whole operation.
Leading and executing on core projects from end to end. You’ll be the go-to person in Business Banking Operations and drive innovative change through your direct team and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management.
Examine and evaluate current processes to identify areas for improvement, streamline operations, and increase efficiency.
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