Homeoffice Service Manager, Workforce Management at Monzo

📍London, Cardiff or UK Remote | 💰£50,200 - £63,450 + Benefits | Hear from the team ✨ 

⭐Our Workforce Management team

🔑You’ll play a key role by...

• 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 PagerDuty 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.

🤩 We’d love to hear from you if…

• 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.), BigQuery, 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!

🙌What’s in it for you

💰£50,200 - £63,450 + £50,000 shares

⏰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 4 key steps

• Application Questions
• Recruiter Call 
• Take Home Task (Presentation)
• Role Specific & Values Interview

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.

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.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

If you’re successful in applying for this role, we’ll work with you to find a start date that’s as early as possible. So that we can make sure things continue to run smoothly and our teams aren’t too stretched, this might not always be as soon as expected. We’ll be sure communicate this with you and keep you updated.

#LI-REMOTE #JI