Director of Complaints - Remote

Overview

The Director of Complaints will lead the complaints operations, ensuring world-class customer service and proactive delivery of the company's growth strategy.

In Short

• Lead Complaints Operations and take ownership of Complaints risk and policy.
• Deliver world-class customer service through multi-channel management.
• Create a culture of continuous improvement and productivity.
• Be a customer advocate and build team engagement.
• Review processes and metrics for performance oversight.
• Enable efficient delivery of change to scale operations.
• Identify operational risks and develop mitigation strategies.
• Manage strategic partnerships across Monzo.
• Engage confidently with senior leadership.
• Respond to industry requests for information.

Requirements

• Excellent written and verbal communication skills.
• Values-driven approach in line with Monzo’s core values.
• Experience as a Complaints Operations Director in a UK bank or financial services.
• Expertise in operational teams serving Complaints.
• Experience leading large multi-site operations.
• Ability to influence senior stakeholders.
• Resilience in a fast-paced environment.
• Hands-on delivery and execution skills.
• Curiosity and collaboration skills.
• Proven track record in project delivery.
• Data-driven problem-solving abilities.
• Fluency in MacOS, Slack, and GSuite tools.

Benefits

• Salary of £105,000 - £135,000 plus share options.
• Relocation assistance to the UK.
• Visa sponsorship available.
• Flexible working hours.
• £1,000 annual learning budget.
• Support for work-from-home setup.
• Additional benefits available.