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Monzo Bank
Monzo Bank
1.001 – 5.000 Angajați
Sponsor pentru viza de lucrător calificatB2CFintechServicii bancare
Monzo Bank este o bancă digitală cu sediul în Regatul Unit, care dezvoltă servicii financiare de zi cu zi prin intermediul unei aplicații mobile. Produsele sale includ conturi personale și comune, conturi pentru persoane cu vârsta sub 16 ani, pușculițe de economii, investiții, pensii, credite și împrumuturi, precum și funcții precum cheltuieli în străinătate fără comisioane, organizarea automată a facturilor, plata anticipată a salariului și economisirea prin rotunjirea sumelor. Compania combină serviciile bancare digitale accesibile cu măsuri de securitate și asistență pentru clienți, deservind consumatorii printr-o gamă largă de servicii fintech și bancare.
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Locurile de muncă ale companiei

Senior Service Analyst, Workforce Management at Monzo Bank (UK Remote)

Lead workforce analytics and service optimisation for Monzo’s UK customer service operations using SQL, Looker, and operational data. Build reporting, forecasts, dashboards, and incident responses that support performance and service delivery.

GBRegatul Unit
40.400 £ – 51.050 £ / an
RemoteContractSeniorLimbă Obligatorie: englezăAnalist
SQL

Descriere

  • Produce data-led reports with insights and recommended actions for senior stakeholders across weekly reporting, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews.
  • Build and maintain independent Looker dashboards and standalone management information for operations teams.
  • Investigate root causes by filtering, joining, and revising complex data across Looker, Anaplan, Airtable, and Google Sheets.
  • Develop efficient SQL and support automation initiatives that improve operational efficiency.
  • Create dynamic burndown plans to forecast return-to-service dates and service resolution timelines.
  • Coordinate cross-domain incidents through responsive, data-informed solutions.
  • Join the Monday-to-Friday incident on-call rota.
  • Perform detailed service reviews to uncover supply-and-demand gaps.
  • Manage task views and routing so work reaches the appropriate person at the appropriate time.
  • Partner with global operations teams to meet performance targets and evaluate the service effects of proposed changes.
  • Report to the WFM Service Manager.

Cerințe

  • Proven experience in service delivery, optimisation, and workforce management in a fast-paced, high-growth environment.
  • Able to manage a project through its full lifecycle with minimal oversight.
  • Demonstrated accountability for developing solutions and leading implementation.
  • Advanced proficiency with Looker and Google Sheets for in-depth data storytelling.
  • Able to present clear findings using Google Slides and Google Docs.
  • Experience managing incidents and developing actionable response plans.
  • Able to devise flexible solutions grounded in data.
  • Confident handling challenging conversations and communicating with diverse stakeholders.
  • Able to coach colleagues and help improve team performance.
  • Understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles.
  • Available for a Monday-to-Friday incident rota, with occasional weekend work for specific projects.

Beneficii

  • £1,000 annual learning budget for books, training courses, and conferences.
  • MacBook supplied to every employee.
  • Additional support for fully remote employees setting up their home workspace.
  • Benefits package.
  • Remote work option.

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