Description:
We're looking for someone to support us in the delivery of fair outcomes and strong performance through our operational Financial Difficulties front line teams. You'll be making sure that, as we scale and mature, we are not only giving our customers amazing support, we are also enabling our front line to do their jobs brilliantly, and deliver great performance for Monzo!
This is an exciting new opportunity for someone who's worked in operational support, implementation, communication, process design, oversight or engagement roles, within Financial Difficulties.
Primary Responsibilities:
- Create proposals for major changes or projects within the Financial Difficulties Team.
- Implement and oversee major changes
- Create bespoke embedment plans for changes and new processes
- Take Ownership of actions that are raised by our risk and controls team ensuring a strict adherence to timelines and engaging major stakeholders at key checkpoints in the change journey.
- Make Improvements to processes based on previous discovery and insight that's been identified by either yourself or your peers.
- Supporting projects and products that will impact Customer Operatives in the Financial Difficulties domain, ensuring our customer journeys work well.
- Design, implement & test controls to help us manage the risks of an operation to support the delivery of Borrowing Ops goals and objectives.
Secondary Responsibilities:
- Analyse and Identify trends in processes and customer outcomes.
Develop through data insights' areas of customer and customer operatives improvements aiding bettered customer outcomes alongside improved tooling for our customer operatives.
- Playing a key role in supporting the identification of root causes of key metrics and trends, including customer outcomes scores, complaints, customer effort scores and collections performance and support the delivery of actions associated with resolving the failure points
- Identifying key priorities for goals and other project work through analysis of customer feedback, employee feedback and insights that you have developed through data yourself.
- Keep Financial Health processes and guidance up to date and make necessary changes where relevant, ensuring all key stakeholders and Financial Difficulties Customer operatives are up to date.
- Supporting the day to day deliverables and performance within Financial Difficulties, which includes meeting service levels, management of risks, development & delivery of front line communication, performance updates, supporting the development and competency of our front line.
- Liaising with teams within Borrowing Operations and Customer Operations to support areas such as planning, scheduling, quality assurance, trust pilot, customer effort scores and complaints for example.
- Perform regular cycle reviews of Financial Difficulties knowledge and communications content, including analysing usage and archiving old content.