Senior Manager, Supplier , Customer Ops & Specialist Services or Remote

Cardiff, London or Remote (UK)

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo

London/Cardiff/UK Remote | £68, + equity + Incentive Awards tied to your performance + Benefits

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 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…