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Salary: GBP 90,400 - 114,250 / annual
Monzo is a UK-based fintech on a mission to make money work for everyone. The company has evolved from a prepaid card to a full-service digital bank offering personal and business accounts, joint accounts, youth accounts, credit cards, savings, investments, and pensions products.
You will drive how Monzo measures, understands, and elevates performance across Operations, serving as the custodian for team and individual performance metrics. This is a strategic role that moves beyond spreadsheets to help teams translate data into clear, outcome-led actions while aligning domain practices with global standards.
Key responsibilities include:
• Set Clear Standards: Translate strategy into outcome-led performance tiers (good, great, below expectation) that operational leaders can easily apply and understand.
• Optimise Operations: Analyse complex data to uncover bottlenecks, eliminate structural inefficiencies, and identify high-impact improvement opportunities.
• Empower Teams: Build a high-performance culture by providing transparent visibility and practical measurement frameworks for daily decision-making.
• Align & Communicate: Partner with People and communications teams to keep operational expectations aligned and framework updates transparent across the organization.
• Elevate Capability: Collaborate with learning partners to design coaching and training programs that directly drive performance improvements.
• Shape Future Talent: Map performance data to skill gaps to guide targeted training and long-term workforce planning.
• Build AI Insights: Partner with Tech and Data teams to build accessible AI tools and predictive analytics that accelerate decision-making while keeping performance metrics clear and aligned with Monzo's values.
• Drive Unified Standards: Serve as the single trusted voice on operational performance by balancing global consistency with domain-specific needs, consulting leaders to elevate quality standards, and continuously refining processes.
• Influence Strategically: Drive strategic influence across Data, People, and Operations by translating complex insights into clear business outcomes and empowering leaders to optimize their own teams.
You will work closely with the Data, People, and Operations teams, which together form the engine room of Monzo, ensuring the company hires brilliant people, gives them the tools to succeed, and keeps operations running smoothly for millions of customers.
Requirements:
• Experience in operational excellence, business intelligence, or performance management inside a high-growth, tech-first business, especially with operational roles.
• Strong analytical skills and comfort working with complex data; ability to partner effectively with Data teams.
• SQL self-serve analysis capability is desirable.
• Genuine interest in the intersection of people and technology, with fascination for using AI and advanced analytics to unlock insights.
• Excellent relationship-building and collaboration skills across People, tech, and business teams.
• Comfort navigating ambiguity, driving work independently as a senior contributor, and constructively challenging senior stakeholders.
• Continuous improvement mindset with a passion for solving complex, structural problems and building scalable frameworks.
