Team Manager, Financial Health

FinHealth, Team Manager.

📍Remote | 💰 £32,200 - £40,750 + Benefits

About us:

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves. We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Financial Difficulties Team:

In our department we're responsible for making sure we support our customers who are in potential or actual financial difficulties. It's our role to assess the customer situation and provide the right level of support for them. This could be supporting them with a lending product they have with Monzo through a repayment plan, offering Breathing Space or it could be through signposting them to a different organisation if their financial difficulties span much wider than just Monzo.

We currently have 3 different areas within our department. These are; Collections where we support all of our customers who are in or potentially in financial difficulties through our In App Chat function. We also call customers back and deal with some email queries when the customer prefers those channels. The second area is Recoveries. This is where we support customers who are much further into the collections journey and have often already defaulted on their lending product. The final area is our Back Office function where we support customers through our third party processes and partners.

What you’ll be working on:

As a Team Manager, you have two main focuses:

• Helping each member of your team with their personal and professional development, listening to them, guiding them through hard times and celebrating their successes.
• Making sure our customers are happy, satisfied, and their issues are fixed quickly and completely. This will involve organising people around you and taking quick action when you see a problem coming – whether it's helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.

This role can be done by someone who is Distributed or based in the Cardiff Office. You will work 37.5 hours per week Monday to Friday including 1 weekend in 8. Shifts will mainly be between 8am - 8pm, on a rotational basis.

Your day-to-day

• Managing a Team of 10-12 COps (although this may sometimes stretch up to 15 as we’re growing so quickly), by holding weekly meetings with your Team members - as individuals and as a group
• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their financial lives
• Coaching and supporting your team to achieve their personal, professional and performance goals
• Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working
• Helping your team with the most difficult queries and building their knowledge around complex issues
• Managing performance by giving sometimes difficult feedback and helping your Team members to improve and learn
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
• Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports
• Motivating your Team – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
• Ensuring everyone in your Team feels they have a voice
• Working closely with other Team Managers to ensure that best practice is shared
• Aggregate the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling
• Would also be to champion and embed change and to be a role model for the team
• Supporting our customers directly when there is a business need

You should apply if:

• You're a UK resident and currently work in the UK (our roles are only distributed within the UK)
• You already have the right to work in the UK
• You have experience working in the Tech, Financial or Contact Centre environments
• Experience in coaching and supporting colleagues is essential
• You will have a working knowledge of HR processes, including performance and absence management
• Being an SME in Financial Health at Monzo and have completed Financial Health Collections and vulnerability training would be an advantage
• You have an empathetic and developmental leadership style
• You have experience of motivating teams working on ongoing operational work
• You're very hands-on and solve problems when you spot them
• You're comfortable moving fast and in control

Working in Financial Difficulties, Collections or Recoveries Management in a leadership role is preferred, but not essential.

The Interview Process:

Our interview process involves 2 main stages:

• Application
• Recruiter call
• Interview (1 Hour Role Specific)

The Start Date for this role is Monday 15th September 2025

What’s in it for you:

💰 £32,200 - £40,750 depending of level of experience.

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here

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