Business Success Team Manager

• Being the voice of Monzo Business for our most complex businesses to building trust and confidence in our product and service
• Manage customer queries from our most complex businesses and own the case management of those queries from start to resolution, keeping customers informed and setting the right expectations
• Provide exceptional inbound support, while also identifying opportunities for customers to get more value from our products and services.
• Support businesses through their onboarding key business growth milestones, staying aligned every step of the way as their business evolves.
• Actively engage in value-led conversations to uncover unmet needs or pain points, guiding businesses to relevant Monzo features or services that support their growth and operational efficiency.
• Spot trends and emerging needs across business accounts, proactively surfacing opportunities to improve the customer journey or introduce helpful features that align with their evolving goals.
• Are subject matter experts and an escalation in managing complex and tricky customer problems to deliver an effortless customer service
• Have full accountability to work across teams in Operations and Product to solve problems for our most complex businesses
• Have a pulse on any potential poor outcomes for our most complex businesses and proactively take ownership to resolve them
• Advocate for our most complex business customers across domains to get the right outcomes, escalating and resolving any issues
• Will identify where our processes are not fit for purpose and we must act differently to get the right outcomes whilst managing our risk as a bank
• Take ownership for development, maintaining and improving knowledge management and share learnings across the team where they may not support our most complex businesses
• Will give frequent and open feedback to others.

• You have experience in running a team, call centre or FCA experience is preferable.
• You'll confidently navigate difficult conversations, de-escalating worries and finding the best way to sort things out so our customers feel good about the outcome."
• Your communication style is making things crystal clear. You'll keep everyone in the loop, share the 'why' behind our work, and actively listen to the team. You give constructive feedback that helps people grow, and you're always open to receiving it too.
• Skilled in identifying where existing processes and saved responses will not meet the right customer outcome and able to use their judgement to adapt
• Able to use their judgement to make the right decisions for our customers whilst balancing the risk to Monzo, escalating for a second opinion when needed
• We're always evolving at Monzo, so you'll be comfortable picking up new things quickly - from fresh features to new ways of working - and you'll easily adapt as our customers' needs and our priorities shift.
• Confident to share feedback internally about customer experiences, our processes and product limitations with the right teams
• Is self-motivated and capable of holding themself accountable to a high standard of performance without granular performance targets or data insight.
• Be able to work independently and take personal responsibility for prioritising your work and ensuring your work gets done alongside leading the team
• Share knowledge to enhance the skills of the teams around you across Operations and other Business Success Managers
• Flexible and understanding that the role of the Business Success Manager may change and evolve based on customer and business needs

• Application Stage
• 30 minute recruiter call
• Final stage 1 hour interview with our Operations Managers

Monzo