Continuous Improvement Partner, VAIB – Vulnerability, Accessibility, Inclusion, Bereavement

17 hours ago

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Monzo Bank

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Banking • Fintech • B2C

Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

📋 Description

• Ongoing analysis of performance data and metrics to determine the underlying root cause of operational pain points, ensuring changes address the core issue and not just the symptoms. • Maintain, adapt and continuously review domain processes, workflows and supporting documentation. Proactively identifying opportunities for improvement and lead on maintenance and plans to implement change. • Create and maintain our operational guidance and processes to ensure they accurately reflect our policies, standards and procedures. • Communicate recommendations for change and improvement to stakeholders and collaborate with the relevant teams to action. • Track the impact of change and improvements through KPIs, metrics and feedback loops. • Identify and share best practices across Customer Operations and other functional areas to promote a culture of continuous learning and improvement. • Support the operation with low/medium operational incidents which have a customer or process impact. • Support in developing and delivering readiness plans for embedding change into Customer Operations teams and processes. • Partner with Product, Ops and Customer Ops teams to ensure change is adopted, embedded and maintained. • Collaborate closely with the wider C&CI team to share priorities, progress and insights and support any up-skilling required in the team.

🎯 Requirements

• It is essential that you are an expert in vulnerability, accessibility, inclusion and bereavements (VAIB) and have proven experience is identify opportunities for impactful Continuous Improvement for vulnerable customers. • Strong understanding of continuous improvement methodologies in a financial services or regulated industry. • A systems thinker with a data informed mindset. You can zoom in on root causes and zoom out to solve the bigger picture. • Strong communicator, facilitator and influencer. You will be able to deliver business wide messages in line with our values and ensure the message has landed with clarity. • Ability to provide specific actionable feedback to a wide range of audiences and levels. • Ability to build and maintain strong relationships with key stakeholders. • Proactive problem solver with a bias for action. You are comfortable and energised by ambiguity and don’t wait to be told. • You can work to deadlines and prioritise time sensitive workloads both independently & collaboratively as part of a team. • Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice.

🏖️ Benefits

• £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. • Benefits listed on the company website.