Workforce Management & Planning Manager

🚀 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 ❤️

Hear from our team about what it's like working at Monzo ✨

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Dublin - Ireland Hybrid | Benefits | Hear from the team ✨

⭐Our X team

You’ll be joining the EU Operations team, while also being closely connected to the broader Workforce Management team (WFM) at Monzo group. Our mission in WFM, is to ensure that the right work is getting to the right teammate in Customer Operations, at the right time to help our customers.  You will report to the Director of Customer Operations for the EU, based in Dublin.  

🔑You’ll play a key role by...

• Owning the end to end planning cycle within WFM for EU customer tasks, both at present and forecasting new or additional tasks. 
• Being the go-to subject matter expert for all things WFM for your EU COps Domain and working in partnership with our outsourced service providers and Customer Operations Director to build and deliver against jointly agreed goals.  
• Working closely with our outsourced providers to ensure EU leadership team has oversight and insights on customer outcomes within EU markets
• Drive continuous improvement within the WFM processes, as needed to deliver Service requirements (SLAs) and COp efficiency improvements (Wait Time) in-line with budgets (FTE/Overtime)
• Quickly highlighting and recommending cost-effective and customer oriented  solutions to mitigate any risks to service
• Escalating any risks to FTE / Overtime over-spend and providing solutions to mitigate or remove them
• Obsessing on the success metrics within EU Operations, challenging yourself and others to continuously improve
• Partnering with WFM Tech team to ensure they are working on the most important things to enable EU Operations function
• Ensuring the accuracy and maintenance of the demand forecast across all forecast lines within the relevant EU domains 
• Making sure the maintenance and accuracy of capacity and hiring plans across all hiring levels within the relevant domains
• Making sure maintenance and accuracy of COp schedules across all activities within the relevant domains
• Building well-balanced COp and service-focussed schedules
• Effectively monitoring and reporting on SLAs, queue depths and COp adherence to schedules

🤩 We’d love to hear from you if…

• You have strong previous experience in leading large teams in a multi-channel, mutli-market, WFM environment, ideally in financial services / regulated organisation.
• You have previous, demonstrated experience in managing outsourced service providers in conjunction with in house teams.
• You have previous demonstrated experience in prioritising and setting expectations at all levels in your role as a strong stake-holder manager
• You are data-driven in your approach, with skills and experience in building and shaping narratives from Business Intelligence tools e.g. Looker
• You have a continuous-improvement mindset, with the ability to look across and beyond current ways of working to find ways of improving impact and efficiencies

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything thats listed just yet. Drop us your application, we’d love to hear from you!

🙌What’s in it for you

⏰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. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

• Recruiter Call
• Hiring Manager Initial Interview 
• Formal Interview Loop 

This process should take around 3-4 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 [email protected] 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.

#LI-TP2

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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. You can read more in our blog, 2023 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊