Senior Manager, Supplier Performance, Customer Ops & Specialist Services

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

We are recruiting for a Senior Manager in Supplier Performance to join our Customer Operations and Specialist Services teams.

You will act as the vital bridge between Monzo and our external partners to ensure they feel like a true extension of our team.

Responsibilities:

• Leading a dedicated oversight team: You will directly manage a Supplier Operations Partner who will 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 outsourcing management team.
• 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.

Requirements:

• You have a 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 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.

Benefits:

• £68,400-86,550 + equity + Incentive Awards tied to your performance
• Flexible working hours
• £1,000 learning budget each year
• Macbooks and support for remote workers

Application process:

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