Operations Manager, Quality Assurance

1 hour, 20 minutes ago
Full-time
Lead
Operations
Monzo

Monzo

Monzo is a digital retail bank and fintech company that provides smart banking solutions through its smartphone app. With over 8 million users, Monzo offers intelligent notifications, instant balance updates, and financial management tools to help user...

Banks
1K-5K
Founded 2015
$1100M raised

Description

  • Lead and develop a team of 4/5 Team Managers, coaching them to build strong teams and future leaders.
  • Oversee Monzo's QA operation and ensure the team has the tools, skills, and support needed to deliver assurance checks against scorecard requirements.
  • Drive the transition from traditional compliance-focused QA to QA 2.0 outcome testing aligned to consumer duty.
  • Work with workforce management to make real-time operational decisions.
  • Take full ownership of operation performance by tracking numbers, identifying trends, and driving improvements.
  • Review and improve processes, tools, and ways of working to strengthen operational excellence.
  • Partner with stakeholders across Monzo, including Customer Operations, to deliver quality outcomes.
  • Support teams through change and help them stay focused and resilient in a fast-moving environment.
  • Support global operations and outsourcers where relevant.

Requirements

  • Proven track record of managing, coaching, and scaling high-performing leadership teams in fast-paced, customer-centric environments.
  • Expertise in performance management frameworks that drive accountability while maintaining morale and engagement.
  • Ability to thrive in high-energy, ambiguous environments and turn complex challenges into opportunities.
  • Strong systems thinking, including understanding of workflows such as demand-based scheduling and throughput optimisation.
  • An operational-first mindset with the ability to identify bottlenecks and implement lean, scalable processes.
  • Skill in balancing operational efficiency with service quality to sustain peak performance without burnout.
  • Proven ability to lead teams through structural change and gain buy-in during transitions to modern quality models.
  • Ability to redefine quality metrics to align with customer satisfaction and business impact.
  • Strong commitment to diversity, equity, and inclusion.
  • Proactive focus on team wellbeing, psychological safety, and mentorship.
  • Passion for professional development and helping managers grow their teams.

Benefits

  • Salary of £47,600 - £60,200.
  • Incentive Awards tied to performance.
  • Flexible working hours.
  • £1,000 learning budget each year for books, training courses, and conferences.
  • Home working setup support, including a MacBook for all employees.
  • Extra support for fully remote workers’ home office setup.
  • A flexible hiring process that typically takes 2-3 weeks.
  • Equal opportunity and inclusive workplace commitments.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Field Installation Supervisor

Unlimited Technology 51-250 Professional Services

Unlimited Technology is hiring a Field Installation Supervisor to oversee security system installation teams supporting access control and video projects for customers and critical infrastructure sites.

21 minutes ago

Manager, Website Operations

Mercer Advisors 251-1K Capital Markets

Mercer Advisors is hiring a Manager, Website Operations to own website content publishing and operational support for its WordPress sites, ensuring the company’s digital properties remain accurate, compliant, and optimized for marketing performance.

CSS Google Analytics HTML JavaScript Monday.com SEO WordPress
21 minutes ago

Photo Booth Team Lead (2nd Shift)

Carvana 10K-50K Automotive

Carvana is hiring a Line Lead, Photo Booth Team Lead to supervise an inspection center production team, manage vehicle flow and quality decisions, and help hit daily output targets in its reconditioning operations.

1 hour, 23 minutes ago

Business Engagement Lead – Security & Infrastructure

Horace Mann 1K-5K Insurance

Horace Mann is hiring a Business Engagement Lead – Security & Infrastructure to coordinate intake, planning, budgeting, reporting, and stakeholder collaboration across its Security & Infrastructure technology teams.

1 hour, 35 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers