Senior Manager, Supplier Performance, Customer Ops & Specialist Services

📍London/Cardiff/UK Remote | 💰£68,400-86,550 + equity + Incentive Awards tied to your performance + Benefits  ✨

Our Customer Operations & Specialist Services teams⭐

We are recruiting for 4 opportunities across our Customer Operations and Specialist Services teams to join us as Senior Manager in Supplier Performance. We are recruiting for 4 roles, with 1 to join us in each of the following areas: Complaints, VAIB (Vulnerability, Accessibility, Inclusivity and Bereavements), Financial Health and Core Customer Operations.

Outsourcing is key to enabling Monzo to meet its mission of making money work for everyone, as well as driving a cost efficient operation and delivering excellent customer service.

We are changing how we manage our relationships with our outsourcing partners by driving more responsibility and accountability through our Monzo domain leaders. We need a brilliant Seniors Managers to join this new oversight team, reporting directly to the Directors within each business area. 

Partner management is moving right into the heart of our domains. You will be our eyes and ears on the ground, making sure our offshore outsource partners feel like a true extension of Monzo and not just an outsourced supplier. We ensure our partners are set up for success and deliver fantastic customer service.

🔑You’ll play a key role by...

You will act as the vital bridge between Monzo and our external partners to ensure they feel like a true extension of our team. You will drive both operational delivery and a brilliant customer experience. Working closely with our site leaders in South Africa, you will manage day to day service delivery while keeping a close eye on quality, customer satisfaction, and risk management. A key part of your role involves translating our strategic business goals into clear, actionable steps for the partner management team so they are fully equipped to succeed. You will support in domain forecasting and rolling out new processes to make sure they actually work on the floor. Ultimately, you will integrate our partner leaders into our regular performance reviews to foster a genuine one team mindset across the operation.

• Leading a dedicated oversight team: You will directly manage a Supplier Operations Partner who wil focus on Operational Delivery like SLAs, schedule adherence, Customer Experience, quality, and fixing the root causes of repeat contacts.
• Managing the partnership day to day: You will work directly with our outsourced partner Operations Managers to ensure the whole domain is delivering the service, customer satisfaction, quality and risk management we expect.
• Acting as the translation layer: You will turn our strategic business goals into practical, actionable steps for the outsouring management team. You will make sure they are equipped to succeed, rather than just telling them when they miss the mark.
• Tracking and managing performance: You will work alongside our partners to oversee all aspects of day to day service management, including handling risk events and stepping in to engage partners directly when performance drifts.
• Forecasting and planning: Alongside WFM you will raise and approve forecast requests and manage the end to end domain forecasting process for our partners.
• Owning change execution: You will handle the end to end definition and execution of change through our partners, ensuring any new processes or solutions are actually fit for purpose on the floor.
• Integrating the teams: You will support the domain Director to embed Teleperformance leaders into our existing domain performance review meetings, fostering a one team mindset.

🤩 We’d love to hear from you if…

• You have proven track record of working closely with or managing global offshore partners and can manage to a customer experience, not just a commercial contract.
• You are deeply analytical mindset with the ability to anchor decisions in rigorous data, translating complex metrics into robust business cases that secure senior stakeholder buy in.
• You have a proven track record of leading through others and  can influence, coach, and guide Managers who do not report directly to you.
• You are brilliant at translating complex business goals into simple steps for frontline teams.
• You zoom out when solving operational problems. Don’t just look at the operational team, always think about how your decisions impact the rest of the business.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £68,400-86,550 + equity + Incentive Awards tied to your performance

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 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.

🌈 The application journey has 3 key steps

• Recruiter call (25 minutes)
• Values & Behaviours Interview (60 minutes)
• Role Specific Interview (60 minutes)

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

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