Job description
What you’ll do
The Head of Customer Operations is a senior leadership role responsible for leading and scaling Moneybox’s core operational delivery teams: Core Customer Operations, AML Operations (including KYB), and Pension Operations.
You will ensure these critical functions operate with accuracy, efficiency, and compliance, while building the operational capability to support Moneybox’s long-term growth. The role combines strategic operational leadership with a strong commitment to customer focus, ensuring that every process, policy, and decision supports outstanding experiences and outcomes.
You will design and execute a future-proof operating model that delivers exceptional customer value, supports rapid growth, and ensures operational excellence. This includes making tactical resource allocation decisions, driving process efficiency and automation, maintaining strong regulatory compliance, and fostering a high-performance, customer-centric culture.
Moneybox is entering a pivotal stage of operational transformation, and this is a unique opportunity to define how we serve customers at scale, building the foundations for long-term success.
Specifically, you will:
- Lead and Develop Operational Teams: Provide strategic leadership across multiple layers of the Customer Operations function, setting direction, driving accountability, developing strong people leaders, and fostering a high-performance, inclusive culture. You will ensure team health and stability by supporting leaders to manage challenges effectively and by creating an environment where people can thrive.
- Champion Customer Outcomes: Embed customer focus in all processes and policies, ensuring operational decisions support excellent experiences and protect customer trust.
- Optimise Resource Allocation: Allocate capacity effectively to deliver on service outcomes, balance demand and risk, and partner on forecasts and talent planning while ensuring day-to-day resilience.
- Drive Efficiency and Automation: Champion process improvements and automation initiatives, including leveraging on AI enablement, that reduce complexity, strengthen controls, and scale operations sustainably.
- Use Data and Insights to Improve Performance: Define SLAs and KPIs, track results, and generate insights that reduce avoidable contact and improve operational effectiveness.
- Safeguard Compliance and Manage Risk: Maintain strict oversight of Consumer Duty, AML, and CASS obligations, ensuring timely reporting, remediation, and escalation of risks.
- Collaborate and Influence Cross-Functionally: Act as a senior advocate for Customer Operations, building strong partnerships within Operations and with teams such as Product, Engineering, Compliance and Finance to align priorities and deliver impact.
Who You Are
- A strategic operator who balances long-term vision with day-to-day execution and has a clear bias for action.
- A proven people leader who develops strong managers and builds high-performing, inclusive teams.
- Customer-focused and commercially minded, ensuring improvements enhance trust and deliver measurable value.
- Analytical and data-driven, using insights to guide decisions and drive continuous improvement.
- Open-minded and curious, with a learning mindset. Welcomes feedback, seeks diverse input, and adapts to new information.
- Resilient and pragmatic, able to prioritise effectively in complex, fast-paced environments.
- An influential communicator who secures alignment across senior stakeholders.
- You bring experience from both established organisations and high-growth startups, combining an understanding of best practice with the pragmatism needed in a scaling environment.
Experience & Skills
- Proven leadership of large-scale operational functions, ideally including regulated environments such as financial services, pensions, or AML.
- Strong people leadership experience, with a track record of developing managers and building resilient, high-performing teams.
- Expertise in operational excellence and continuous improvement, including process redesign, automation, and methodologies such as Lean or Six Sigma.
- Skilled in using data and performance metrics (SLAs/KPIs) to drive accountability, efficiency, and service quality.
- Comfortable managing operational risk and compliance obligations, with sound judgement on when and how to escalate.
- Experience across both established organisations and scaling businesses, combining best-practice standards with the pragmatism needed in a high-growth environment.
Our Commitment to DE&I
At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential
Working Policy:
We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK.
Visa Sponsorship:
At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications.
Please read before you apply!
Please note if offered a position, the offer is conditional and subject to the receipt of satisfactory pre-employment checks which we will conduct such as criminal record and adverse credit history checks. As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know in advance. By sending us your application you acknowledge and agree to Moneybox using your personal data as described below.
We collect applicants’ personal data to manage our recruitment related activities. Consequently, we may use your personal data to evaluate your application, to select and shortlist applicants, to set up and conduct interviews and tests, to evaluate and assess the results, and as is otherwise needed in the recruitment process generally.We do not share your personal data with unauthorised third parties. However, we may, if necessary, share your personal data to carefully selected third parties acting on our behalf. This may include transfers to servers and databases outside the country where you provided us with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.
If you are unsuccessful in your application, we may keep your details on file so that we can tell you about other suitable vacancies which may be of interest to you when they arise in the future. If you would like to reach us then please email: [email protected]. If you would rather we did not keep your details on file, you can contact us at: [email protected]
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