Senior Collections Strategy Manager
Partner Role

London, United Kingdom
£0 - 0
We want to change the way that banks do collections by genuinely aligning our customers' interests with our own. We want to empower customers to tackle any financial problems they're having while achieving good outcomes for Monzo. To help us do this we're looking for someone special who can help take our approach to collections to the next level.

Monzo has a growing lending portfolio with collections strategy based around the Monzo app. We'll need to evolve our Collections function into something capable of providing exceptional and effortless service at scale. You will lead the collections strategy team, deciding how we contact customers and what type support we should offer when we get in touch. But you must also be happy getting your hands dirty - analysing data iterating on processes and strategies to make sure we're constantly optimising for the best results. You will be supported by an engineering team dedicated to collections, as well as our growing operations teams.

At Monzo we do things differently - we truly care about providing a phenomenal experience for our customers. To do this we usually take a 'minimum viable product' approach so we can get features in front of customers early and see what they actually want. We optimise for rapid learnings which allows us to deliver real value to our customers, quicker.

You'll spend your time:

  • Defining our financial difficulties policies to deliver fair customer outcomes and minimise credit loss

  • Monitoring the performance of our existing strategies, and iterating to improve them

  • Designing and testing new collections strategies using a combination customer insight, data from test results and industry best practice

  • Leading a small but growing team of strategy analysts

  • Collaborating with a range of disciplines in the Borrowing, Operations and Product teams and holding a role on the Financial Difficulties leadership team.

  • Communicating our collections strategy and gaining buy-in from a range of stakeholders

You should apply if:

  • You are passionate about customers and understand the role collections strategies and policies play in customer outcomes

  • You're self-motivated, highly organised and focussed on impact

  • You're comfortable with ambiguity and can think from first principles

  • You have a deep understanding of how collections work, including regulation and industry best practice

  • You have strong analytical skills, comfortable in everything from analysing raw data to presenting insights in a clear and concise manner

  • You have a track record in people leadership with experience leading and developing inclusive analytical teams

  • You're comfortable balancing 'soft' information (e.g. customer feedback/qualitative market research) with hard data (e.g. A/B test outcomes)

  • You're happy taking an MVP approach and doing what's good enough for now

  • You're have strong interpersonal skills, and can nurture mutually respectful relationships with diverse teams

  • You're excited about the future of banking and want to help shape it

  • You have significant of experience in Collections and/or credit risk


The application process consists of an initial short phone interview, followed by a combination of final stage interviews conducted via google hangout.

This role is based in the London office, however given the current circumstances we are all working remotely.

We care deeply about inclusive working practices and diverse teams. If you'd prefer to work part-time or as a job-share, we'll facilitate this wherever we can whether to help you meet other commitments or to help you strike a great work-life balance. We're keen to ensure we're designing a bank that works for everyone, so we particularly encourage applications from different underrepresented demographics.

Competitive salary plus stock options and other benefits.

Apply for the position