Director of Group Operations Strategy & Development

Location: Cardiff, London or Remote (UK); London

Department: Customer Operations

📍London / Remote | 💰£112,200 - £146,850 + Incentive Awards tied to your performance + Benefits ✨

⭐️ Our team

Our North Star in Operations is to deliver seamless support that builds trust, deepens loyalty, and powers Monzo’s sustainable, profitable growth.

Sitting at the very heart of Monzo Global Operations, you will work within our Group COO team, partnering closely with the Global Operations Leadership team and key Monzo stakeholders to tackle our biggest strategic priorities in pursuit of our challenging goals. You will bridge the gap between bold ambition and rigorous operational execution - turning complex challenges and priorities into clear, measurable actions to progress across UK Operations, EU Operations and Controls. In this role you will build strong relationships with leadership across Customer Operations, EU Operations, Controls, Finance, Tech disciplines and the wider Monzo team, working collaboratively to help build and deliver on our Group COO strategy and operating model.

🔑 You’ll play a key role by...

Setting the GCOO Strategy

• Shape and own the big picture: You’ll define, align, and maintain a clear strategy for the Group COO team. Making sure it covers everything across UK Ops, EU Ops, and Controls, so everyone knows where we’re heading and why.

Goal Setting & Alignment

• Align our goals: you’ll lead the goal-setting process for the GCOO area. Making sure our top-level objectives fit seamlessly with the goals of each sub-function, keeping all our teams rowing in the same direction.

Financial Control & Insight

• Keep us on budget with clear insights: You’ll partner closely with Finance to build and embed a simple, dependable monthly reporting process. Bringing real rigour and clear forecasting to the numbers so we always understand our financial health.

Global Operating Model

• Design for a global Monzo: you’ll lead the shift as GCOO transitions into a fully functioning global operating model - building everything with a global by design mindset from day one. You’ll help architect how we scale by balancing global efficiency with local market operational requirements, always ensuring we think “global first”.

Strategic Project Delivery

• Deliver key projects: You’ll take full accountability for a range of high-impact short and medium-term strategic projects, collaborating with teams across all of Monzo to get them over the line.

Tracking & Governance

• Keep everyone informed: You’ll track our progress against the GCOO strategy and make sure key updates are clearly communicated - whether that’s for CEO reporting, the PRA 90-Day Plan, or our own GCOO Leadership Team.

🤩 We’d love to hear from you if…

• You have extensive experience operating at a senior strategic level (ideally within fintech, or complex operational environments). You have a track record of shaping business strategy through structured problem-solving, data, and deep business insight.
• You are a proven executor, able to turn strategy into executable projects, ensuring those projects deliver to time and quality. You switch between the strategic and practical with ease, analysing issues strategically but also being able to ‘do the detail’ to ensure successful execution
• You excel in highly matrixed environments where ownership is shared. You know how to build alignment, resolve trade-offs, and hold cross-functional teams accountable without needing direct reporting lines.
• You speak the language of Operations, Finance, Technology and Controls. You can comfortably translate complex operational or technical signals into clear executive narratives for both technical and non-technical audiences.
• You thrive in unstructured environments where no playbook exists. You enjoy establishing governance, clear communication strategies and moving fluidly between strategic vision and hands-on operational delivery.
• You bring financial discipline and analytical capability, with hands-on experience partnering with Finance to connect operational levers directly to commercial performance.
• You have experience and strong aptitude for navigating complex global versus local operational structures and managing trade-offs across multiple markets
• You have superb communication skills with a proven ability to distill complex ideas and metrics into actionable insights through effective story-telling, high-impact board decks, and clear leadership updates.

🙌 What’s in it for you

💰 £112,200 - £146,850 + Incentive awards +  Benefits ✨

📍This role can be based in our London office, but were open to distributed working within the UK (with ad hoc meetings in London) 

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. ➕ Plus lots more! Read our full list of benefits.

Our average process takes around 4 weeks but well always work around your availability. Youll have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact ninaebanksmetcalfe@monzo.com

🌈 The application journey has 3* key steps

• Application questions - we have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
• Recruiter Call - 30 mins 
• 1st stage Technical Interview - 1 hour
• *potential additional stage to be decided.

We shall close this role once we feel we have received enough applications to review.

Good luck 🍀

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