Senior Service Analyst, Workforce Management

16 hours, 18 minutes ago
Contract
Senior
Business Intelligence
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

  • Compile weekly reports, Monthly Business Reviews, operations monitoring, and domain business reviews for senior stakeholders.
  • Create and maintain Looker dashboards and standalone management information for operations teams.
  • Analyze complex data across Looker, Anaplan, Airtable, and Google Sheets using SQL to identify root causes and automate processes.
  • Develop dynamic burndown plans to forecast return-to-service dates and incident resolution timelines.
  • Manage cross-domain incidents using data-driven solutions as part of a Monday-to-Friday on-call rota.
  • Conduct service deep dives, manage task views and routing, and align supply with demand.
  • Collaborate with global operations teams to meet performance expectations and assess the service impact of proposed changes.
  • Own projects from initial analysis through solution design and implementation with limited oversight.

Requirements

  • Demonstrable experience in service delivery, optimization, and workforce management within a fast-paced, high-growth environment.
  • Experience managing projects through their full lifecycle and leading implementation independently.
  • Advanced proficiency with Looker and Google Sheets for data analysis and storytelling.
  • Ability to present clear findings through Google Slides and Google Docs.
  • Strong SQL skills and experience working with complex operational datasets.
  • Experience managing incidents, creating actionable plans, and developing dynamic data-driven solutions.
  • Strong stakeholder communication skills, including handling critical conversations and coaching colleagues.
  • Understanding of task views, task types, routing, scheduled activities, and workforce optimization principles.

Benefits

  • £40,400–£51,050 salary for a 12-month fixed-term contract.
  • Remote working anywhere in the UK, with London and Cardiff office options.
  • MacBook and additional home-working setup support for fully remote employees.
  • £1,000 annual learning budget for books, training courses, and conferences.
  • Monday-to-Friday incident rota, with occasional weekend work only for specific projects.

Interested in this position?

Apply directly on the company website

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