Helen C. is an experienced operations manager with a robust background in complaints management and team leadership across prominent organizations. Currently serving as the Complaints Operations Manager at Monzo Bank since July 2019, Helen oversees a team of over 100 staff, ensures regulatory compliance, develops key performance indicators, and implements process improvements to enhance efficiency. Previously, at BT, Helen managed a contact center of over 150 staff, earning multiple awards, including Leader of the Year, while establishing a training academy and progression plans for employees. Helen’s career also includes leadership roles at British Gas and HM Revenue & Customs, where contributions included setting up training initiatives and improving operational processes.
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