Financial Health and Vulnerable Customer Director

London £ Competitive + Benefits Hear from the team Collections and Recoveries Director

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 the team:

At Monzo, we believe in promoting Financial Health and supporting Vulnerable Customers. This philosophy is at the core of our customer service and experience ethos. We prioritise our customers' well-being by providing clear and easily accessible information about their finances, empowering them to make informed decisions and take control of their money.

We understand that everyone's financial situation is unique, and we're committed to creating a safe space where our customers feel comfortable discussing their vulnerabilities and seeking assistance when needed. Our supportive approach uses a friendly and approachable tone of voice, ensuring that our customers feel understood, respected, and supported throughout their financial journey with us. By prioritising Financial Health and Vulnerable Customers, we aim to redefine banking and promote a positive and inclusive environment for all.

About the role:

We're looking for a Director to join our Operations team. You'll be responsible for Monzo's vulnerable customer strategies and policies and leading the Operational teams dedicated to supporting our most vulnerable customers. You'll also be responsible for our growing Financial Health operations, partnering closely with partners in Borrowing and our outsourced teams. You'll drive fresh thinking within this space, and help us achieve the next phase of our growth ambition. The successful person will drive forward our strategic thinking around vulnerability, accessibility and financial inclusion and will help to leverage new insights and opportunities emerging in this space whilst scaling the operations safely and efficiently.

What you'll be working on:

• Leading the Financial Health 450 FTE, scaling and vulnerable customer operations and accountable for key performance metrics; productivity, quality, collections performance, service and costs enabling the safe delivery of change into the operation to allow us to scale and grow at pace
• Driving improvements in efficiency and customer experience with a high focus on quality and good customer outcomes
• Enhancing our vulnerable customers strategy, leveraging technology and new ways of working that drive improvements in our customer experiences and support improvements in accessibility and financial inclusion
• Exploring our use of channels and the channel mix we use to serve our customer needs

You'll spend your time:

• Being a leader, not only within your own function, but also across the wider operation; sharing your experience, leading by example, spending time coaching and developing your teams and driving engagement and excitement
• Running a high performing operation with a strong focus on quality and customer experience
• Obsessing over our service ensuring we are responding to our customers timely and providing a high quality service
• Seeking opportunities to drive continuous improvements across the operation. Driving efficiencies, improving customer journeys and response times, reducing customer dissatisfaction and complaints as well as delivering innovation and new ways of working
• Continuously reviewing and challenging our metrics to make sure we have the right oversight over our performance and we are driving the right improvements
• Engaging confidently with senior leadership including C-suite and VPs
• Engaging externally with industry experts and peers in external industry forums; responding to regulatory & industry requests for information
• Maturing our processes and controls within your areas of responsibility to take Monzo's control environment to the next level of maturity (and scalability).
• Working closely with our partners across the organisation including our first and second line of defence risk teams to ensure we land change swiftly and safely

You should apply if:

• You're an experienced Operations Director working within a UK bank or financial services company (including FinTech)
• You have deep subject matter expertise in customer vulnerability, accessibility, financial inclusion and supporting customers experiencing financial difficulties (in the context of Financial Services)
• You can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact
• You are comfortable leading large multi site operations and have a track record of developing high performing teams and delivering outstanding results
• You're resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing
• You're hands-on and great at delivery & execution
• You're curious and collaborative - you're great at asking incisive questions to pick things up and act on them quickly.
• It would be a plus if you have experience at a fintech / challenger bank, and / or experience working in a scaling environment on your career journey.

The interview process:

Our interview process involves 4 main stages:

• Recruiter call
• Hiring Manager call
• Case study
• Full hiring loop including technical and behavioural interviews

Our average process takes around 3-6 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on

What's in it for you:

£competitive plus stock options & benefits

️ We can help you relocate to the UK

We can sponsor visas

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, 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

If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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 , 2022 Diversity and Inclusion Report and 2022 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.