Service Manager, Workforce Management

Overview

Join to apply for the Service Manager, Workforce Management role at Monzo Bank .

London, Cardiff or UK Remote | £50,200 - £63,450 + Benefits

About Monzo

We’re on a mission to make money work for everyone. We’re moving away from the complicated and confusing ways of traditional banking. Our product offering has grown to include personal and business accounts, joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more to come. Our UK customers can also save, invest and combine their pensions with us. We have hot coral cards and a get-paid-early feature, with financial education on social media and award-winning customer service. We’re not about selling products—we aim to solve problems and change lives through Monzo.

Hear from our UK team about working at Monzo.

Role and Responsibilities

• Own the full WFM planning cycle for your domains, ensuring seamless operations.
• Manage and empower a high-performing team of analysts with diverse WFM and Service skill sets; define responsibilities, expectations, and contributions to WFM goals.
• Continuously improve WFM processes to meet SLAs, enhance COps efficiency (Wait Time), and align with budget (FTE/Overtime).
• Proactively identify risks to service and recommend cost-effective solutions; escalate FTE/Overtime overspend risks and propose mitigations.
• Manage short-term forecasting for your domain through your forecasting analyst; ensure Forecasting KRIs are met and plan for events and product changes; meet SLAs for forecasting change requests and modelling within Anaplan.
• Ensure optimized schedules for the horizon with flexible working options.
• Produce weekly and monthly reports for senior stakeholders, supporting board reporting and weekly service meetings; include root cause analysis documentation.
• Respond to incidents and operate a WFM On-Call rota on PagerDuty to support out-of-hours incident response (roughly 1 in 6 weeks).
• Partner with the WFM Tech team to prioritize initiatives and work closely with Workforce Management Analysts.
• Support various projects and product changes.

Qualifications

• Experience in operations, WFM product/data, and service management.
• Strong understanding of service management, comfortable with queues, task views, and SLAs.
• Experience with short-term forecasting and deep-dive analysis to improve domain performance and align with WFM goals.
• Proven experience managing and developing a high-performing team with clear responsibilities and expectations.
• Data fluency for documentation, recovery plans, and weekly reporting.
• Experience with projects and product changes to ensure WFM supports operational needs.
• Proficiency in data analysis using tools including Looker/Tableau, BigQuery, and Google Sheets.

What’s In It For You

• Salary: £50,200 - £63,450 plus benefits and £50,000 shares.
• Flexible working hours and trust to work the hours needed to do your job well.
• £1,000 learning budget each year for books, training courses and conferences.
• Home working setup: Macbooks provided; remote workers receive additional setup support.
• Plus lots more benefits; read the full list on our site.

Application Process

• Application Questions
• Recruiter Call
• Take Home Task (Presentation)
• Role Specific & Values Interview

This process should take around 2-3 weeks; we aim to be flexible with your schedule. We also provide guidelines on using AI to ace an application and interview at Monzo.

Equality and Diversity

We’re an equal opportunity employer. All applicants will be considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability. If you have a preferred name, please use it to apply. We don’t require full or birth names at the application stage.

We encourage applicants from diverse backgrounds and welcome learning and growth with us.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries: Banking

We’ll close the role once we have enough applications for the next stage. Please submit your application as soon as possible.

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