Service Manager, Workforce Management or Remote

Overview

🚀 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 ❤️

This is a significant opportunity to step into a crucial Workforce Management Service Manager role. As a Level 40 position, you ll report directly to the Senior Service Manager and play a pivotal part in shaping our Workforce Management (WFM) strategies.

You ll be instrumental in optimising our operations, ensuring we consistently meet service level agreements (SLAs), and driving efficiency. This is a chance to lead a high-performing team of analysts with varying WFM and Service skill sets, make data-driven decisions, and contribute directly to our overall Workforce Management and Customer Operations goals.

• Owning the full WFM planning cycle for your domains, ensuring seamless operations.
• Managing and empowering a high-performing team of analysts with diverse WFM and Service skill sets, clearly defining their responsibilities, expectations, and contribution to WFM goals.
• Continuously improving WFM processes to meet service requirements (SLAs), enhance COps efficiency (Wait Time), and align with budget (FTE/Overtime).
• Proactively identifying risks to service and recommending cost-effective solutions. You ll also escalate FTE/Overtime overspend risks and propose mitigation strategies.
• Managing short-term forecasting for your domain through your forecasting analyst. This includes ensuring we are meeting our Forecasting KRIs, planning for strategic impacts, events, and product changes, and forecasting changing requests. You ll also ensure we meet SLAs for forecasting change requests and modelling within Anaplan.
• Ensuring we have optimised schedules for the horizon with flexible working options available for your domain.
• Producing weekly and monthly reports for senior stakeholders, supporting board reporting and weekly service meetings. This also includes producing root cause analysis documentation.
• Responding to incidents and working a WFM On-Call rota on Pager Duty to support out-of-hours incident response and service incidents. This is on a rough 1 in 6 week rota.
• Partnering with the WFM Tech team to prioritise impactful initiatives and working closely with your Workforce Management Analysts.
• Comfortably supporting various projects and product changes.
• You have operations, WFM product/data, and service management experience.
• You have a strong understanding of service management, comfortable with queues, task views, and SLAs.
• You can have short term forecasting experience and can deep dive into service, forecasting, and scheduling issues to improve domain performance and align with WFM and domain goals.
• You have proven experience managing and developing a high-performing team, setting clear responsibilities, expectations, and contributing to overall WFM objectives.
• You have a high degree of comfort working with data to create documentation, recovery plans, and weekly reporting.
• You have experience with projects and product changes, ensuring WFM can effectively support operational needs.
• You re proficient in data analysis through multiple tools, including data visualisation tools (Looker, Tableau, etc.), Big Query, and Google Sheets.

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 that s listed just yet.

Drop us your application, we’d love to hear from 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…