[Hiring] Operations Manager, Quality Assurance @Monzo

Role Description

As an Operations Manager, you'll be a key leader in Monzo's QA operation, ensuring our team have the tools, skills and support required to deliver assurance checks against scorecard requirements. You'll guide your managers and their teams to success, ensuring service excellence is delivered consistently.

• Leading and Developing Leaders: Coach and support a team of 4/5 Team Managers, empowering them to bring out the best in their own teams and build future leaders.
• Strategic QA Modernisation: Leading the transition from traditional Quality Assurance (compliance-focused) to QA 2.0 (Outcome Testing).
• Driving Operational Decisions: Working with WFM to make critical, real-time operational decisions.
• Owning Performance: Take full ownership of your operation's performance. Keep a close eye on the numbers, spot emerging trends, and drive meaningful improvements.
• Championing Your Team: Advocate for your team's needs, ensuring they are engaged, supported, and set up for success every day.
• Innovating Processes: Drive operational excellence by proactively reviewing processes, tools, and ways of working to make everything slicker and smarter while transitioning to QA 2.0.
• Collaborating Across Monzo: Partner with key stakeholders across the bank to deliver outstanding quality.
• Leading Through Change: Help your teams stay focused and resilient in Monzo's fast-moving, ever-evolving environment.
• Outsourcers: Supporting the above in relation to our Global Operations.

Qualifications

• Proven track record in managing, coaching, and scaling high-performing leadership teams in fast-paced, customer-centric environments.
• Expertise in performance management frameworks that drive accountability while maintaining high morale and engagement.
• Ability to thrive in high-energy, ambiguous settings, viewing complex challenges as opportunities for innovation and growth.
• Deep understanding of organisational workflows, from demand-based scheduling to maximizing total output and throughput.
• An "operational first" mindset with the ability to identify bottlenecks and implement lean, efficient processes that scale.
• Skilled in balancing operational efficiency with service quality to ensure peak performance without burnout.
• Proven ability to transition teams through structural shifts, ensuring buy-in and alignment during the move from legacy QA to modern, data-integrated quality models.
• Ability to redefine quality success metrics to align directly with customer satisfaction and business impact.
• A deep-seated commitment to Diversity, Equity, and Inclusion, ensuring these values are woven into the fabric of the team’s daily operations.
• A proactive approach to team wellbeing, recognizing that sustainable high performance is built on a foundation of psychological safety and support.
• Passionate about mentorship and professional development, helping managers unlock the full potential of their individual contributors.

Benefits

• £47,600 - £60,200 + Incentive Awards tied to your performance.
• Flexible working hours and trust to work enough hours to do your job well, at times that suit you and your team.
• £1,000 learning budget each year to use on books, training courses, and conferences.
• All employees are given Macbooks and for fully remote workers, we will provide extra support for your work-from-home setup.
• Plus lots more!

Application Process

• Recruiter video call
• 1 hour role specific interview
• 1 hour values interview

Applications close on Thursday 7th May 2026 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’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.