Life Events Team Manager

UK Remote | 💰 £32,200 - £43,600 + Benefits | Hear from the team ✨

Life Events Team Manager

⭐Our Life Events Team (part of VAIB Domain)

We have a dedicated team committed to ensuring that Monzo recognises, considers, and advocates for the needs of all our customers and authorised Third Parties — particularly those experiencing challenging circumstances, such as bereavements or incarceration.

🔑You’ll play a key role by…

We are seeking an individual with strong experience in supporting vulnerable customers and leading teams through change to join our Management Team. In this role, you will lead a squad of Life Events Level 20 Cops.

As a Team Manager, you will be responsible for supporting the professional growth and development of your team members. This includes providing coaching and guidance on Life Events tasks, driving high individual and team performance, supporting colleagues through complex and sensitive situations, and recognising and celebrating their achievements.

You’ll hold weekly meetings with your team members (both individually and together as a team) to ensure everyone is informed, engaged, and performing at work. You’ll also be responsible for aggregating the feedback that your team provides in these meetings and feeding it into operational leadership to ensure we continue to improve on our processes and tooling.

Team Managers are also heavily involved in our hiring processes, and regularly act as interviewers - so you may also have the opportunity to help shape the team as it continues to grow.

📔Your day-to-day   

• Managing the personal & professional development of around 11 Level20 Cops
• Providing coaching, feedback, and support to your team on Life Event tasks, predominantly regarding disclosures of Bereavements, Third Party Access and Customers in Custody.
• Clearly communicating business change, ensuring your team remains fully engaged.
• Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events.
• Customers in Custody.
• Monitoring and improving service levels for the work completed by your team.
• Speaking with customers and supporting COps with complex decisioning when necessary.
• 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.
• Conducting interviews for Life Events, VAIB Cops and TMs and contributing to hiring decisions.
• Chairing employee relations cases and making decisions consistent with Monzo’s values. 

🤩 We’d love to hear from you if…

• You have experience of managing and leading a complex team who work in a highly emotionally charged environment.
• You have the ability to lead others in team success and engagement.Experience within the VAIB team or experience working in Vulnerability is preferred, but we will consider Team Managers within Banking/Financial Services.
• You have an excellent and solid understanding (or willingness to learn) the Life Events role with a knowledge of the tasks that are involved.
• You're analytical and can confidently create a narrative with data.Strong data collation/reporting/presentation & root cause analysis.
• Great at problem solving and prioritising work items.
• Empathetic and supportive approach to people management.Excellent stakeholder management and communication skills.
• Experience in managing employee relations cases.
• Experience of taking individuals and teams from a position of underperformance to high performance.
• You have great time management skills, experience of managing conflicting priorities and prioritising time sensitive workloads.
• You're able to become fluent with MacOs, Slack and GSuite tools.

🙌What’s in it for you

💰£32,200 - £43,600 ➕share options.

📍This role can be fully remote.

📚£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

• Stage one - Application 
• Stage two - 30 minute recruiter call 
• Stage three - 1.5 hour values & role specific interview 

Applications close on Monday 28th April 2025 at 5PM.

This process should take around 2-3 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.

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