Monzo Bank

3 months ago

Head of Workforce Management, Data

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Lead the design and operation of a real-time, closed-loop workforce management system that bridges forecasting, scheduling, routing and AI-driven interventions. Own SLA delivery across Customer Operations, balance customer experience with cost and resilience, and collaborate with Ops, Data, ML, Product and Finance to scale a hybrid human+AI workforce at Monzo.

Location: London, Cardiff

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Own service performance and SLA delivery across Customer Operations—accountable for outcomes, not just inputs
•Design and operate a closed-loop system that connects forecasting, scheduling, routing, and real-time intervention
•Build and run a hybrid workforce model (Human + AI)—treating AI and automation as components with capacity and failure modes
•Lead demand forecasting and capacity planning, translating data into staffing and system-design strategies
•Run real-time performance systems—monitor queues, identify risks, and lead interventions when SLAs are at risk

Pay and Benefits

Salary: GBP 120,000 - 175,000 annually

Perks:Learning BudgetRelocationVisa Sponsorship

Key Requirements

•Experience operating large-scale, real-time supply/demand systems
•Direct accountability for service levels or SLAs in high-stakes environments
•Strong data fluency and ability to work with forecasting models and metrics (MAPE, RMSE)
•Demonstrated ability to translate models into real-world decisions and to lead cross-functional teams
•Proven track record as a builder-leader who can scale teams, systems, and processes across regions/time zones

Experience:Real-time operationsLogisticsData analytics

Skills:CommunicationLeadershipProblem-solvingStakeholder managementTeam-building

Languages:English

Tech Stack:ForecastingData analyticsMachine learningAISLA monitoring

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Monzo Bank

Monzo is a UK-based digital bank offering mobile-first current accounts, savings, business banking, and financial tools focused on transparency, low fees, and real-time money management for consumers and small businesses.

Industry: Neobanking

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: London, United Kingdom

Founded: 2015

Website LinkedIn

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Monzo Bank

3 months ago

Head of Workforce Management, Data

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: London, Cardiff

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Own service performance and SLA delivery across Customer Operations—accountable for outcomes, not just inputs
•Design and operate a closed-loop system that connects forecasting, scheduling, routing, and real-time intervention
•Build and run a hybrid workforce model (Human + AI)—treating AI and automation as components with capacity and failure modes
•Lead demand forecasting and capacity planning, translating data into staffing and system-design strategies
•Run real-time performance systems—monitor queues, identify risks, and lead interventions when SLAs are at risk

Pay and Benefits

Salary: GBP 120,000 - 175,000 annually

Perks:Learning BudgetRelocationVisa Sponsorship

Key Requirements

•Experience operating large-scale, real-time supply/demand systems
•Direct accountability for service levels or SLAs in high-stakes environments
•Strong data fluency and ability to work with forecasting models and metrics (MAPE, RMSE)
•Demonstrated ability to translate models into real-world decisions and to lead cross-functional teams
•Proven track record as a builder-leader who can scale teams, systems, and processes across regions/time zones

Experience:Real-time operationsLogisticsData analytics

Skills:CommunicationLeadershipProblem-solvingStakeholder managementTeam-building

Languages:English

Tech Stack:ForecastingData analyticsMachine learningAISLA monitoring

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Monzo Bank

Industry: Neobanking

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: London, United Kingdom

Founded: 2015

Website LinkedIn