Fraud and Disputes Operations Service Lead

☞ Monzo Bank

View: 107

Update day: 11-06-2024

Location: Cardiff Wales

Category: Finance / Bank / Stock Sales

Industry: Information Technology Services Computer Software Financial Services

Position: Entry level

Job type: Full-time

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Job content

We’re looking for someone with strong service and/or operational management experience to join our Customer Operations (COps) team to oversee our Fraud and Disputes workstreams.

At Monzo, our mission is to make money work for everyone, and the Fraud and Disputes team contribute towards this by ensuring our customers’ money is protected. Our COps team help resolve all types of disputes, including goods and services disputes, scams, card fraud and account takeovers, ensuring the resolution process is as effortless as possible for our customers. They’re currently a team of about 150, and are growing quickly alongside our user growth.

You will oversee all the different workstreams, ensuring any scaling operational tasks needed to resolve Fraud & Disputes are delivered successfully. You’ll be responsible for our service management, and will work with the team to drive process improvements, manage change and safely scale the COps team to support the growing needs of our customers. You will work closely with our Fraud strategy team and Product teams who are designing innovative solutions for how we can prevent and resolve disputes for our customers - and over time you’ll input on the design of changes (advocating for the best customer experience) and co-ordinate with all Customer Operations support teams (e.g. COps Managers, Workforce Management, Learning and Development etc.) to ensure we’re operationally ready.

The ideal candidate will have a background in scaling teams and processes at pace, and have experience with service management in a previous role. Over time we expect the team to grow, however initially you’ll be a team of 2, so you will need to be excited about getting stuck into the details and wearing a full range of hats.

Day To Day Your Responsibilities Will Entail
  • Owning our Fraud and Disputes service function; ensuring we have the right people placed on the right work at the right time to ensure we’re effectively meeting our service level agreements. This involves:
    • Working closely with all teams within our Workforce Management function (forecasting, scheduling and near term activity)
    • Developing hiring plans and planning training cohorts to ensure we have a sufficient team to handle the work we receive
    • Working with Workforce Management to ensure our schedules are well optimised and suitable for current priorities through weekly reviews
    • Making informed prioritisation decisions to ensure we stay on top of the most highly regulated and impactful work we do
    • Producing service updates for a number of senior stakeholders
    • Investigating and resolving operational challenges which arise
  • Improving the Fraud and Disputes COps processes and guidance, using insights from customer feedback, complaints and quality assurance to ensure they’re scaling well to create optimal customer outcomes
  • Sharing customer experience insights about the disputes experience with product teams to inform their roadmap, as well as how we can improve our COps tooling to help them work more effectively
  • Evolving the Fraud and Disputes COps team structure and operating model as we grow
  • Managing change for the Fraud and Disputes COps team - leading on high impact projects, writing and inputting on change proposals, communicating changes and mitigating operational risks
  • Overseeing the work of any direct reports who will be responsible for ensuring COps are prepared for upcoming changes, maintaining COps knowledge materials (process pages, training materials etc.) and day to day management of the COps workstreams (e.g. schedule changes and escalations)
You should apply if
  • You have a background in scaling Fraud and/or Disputes teams as well as service management (to a team of at least 100)
  • You’re happy rolling your sleeves up to get into the detail, as well as zooming out to think about the bigger picture
  • You’re very comfortable creating and using data to inform your decisions, including creating hiring plans.
  • You’re a great communicator: you can adjust your messaging for different audiences (product, COps, senior leaders etc.)
  • You embody our value of "think big, start small": you can plan short, mid and long term solutions to problems
  • You can balance conflicting priorities when making decisions and are risk focused: you’ll need to consider the needs/capacity of many stakeholders, whilst keeping in mind the risks involved in your work and how to mitigate them
  • You’re an empathetic leader with a track record of developing direct report
Equal Opportunity Statement

At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

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Deadline: 26-07-2024

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