Senior Manager, Supplier Performance, Customer Ops & Specialist Services

• Join Monzo as a Senior Manager in Supplier Performance, working fully remotely from the UK (London and Cardiff are also options). • Choose from four openings across Customer Operations and Specialist Services: Complaints, VAIB (Vulnerability, Accessibility, Inclusivity and Bereavements), Financial Health and Core Customer Operations. • Help Monzo manage its outsourcing partners more closely by moving partner management into the heart of each business domain. • Act as the eyes and ears on the ground so offshore partners feel like a true extension of Monzo rather than just a supplier. • Report directly to the Director of your business area and lead a dedicated oversight team. • Work closely with site leaders in South Africa to deliver excellent customer service, quality and risk management.

• Bring a proven track record of working closely with or managing global offshore partners. • Show you can manage to a customer experience, not just a commercial contract. • Use an analytical mindset to anchor decisions in rigorous data and turn complex metrics into robust business cases. • Show you can lead through others by influencing, coaching and guiding managers who do not report to you. • Translate complex business goals into simple steps for frontline teams. • Think beyond the operational team and consider how your decisions affect the rest of the business.

• Bring experience in one of the focus areas: complaints, vulnerability and inclusivity, financial health or core customer operations. • Know workforce management and domain forecasting processes. • Have experience embedding partner leaders into regular performance review meetings. • Show a track record of delivering change through outsourced teams.

• Lead a Supplier Operations Partner who focuses on SLAs, schedule adherence, customer experience, quality and fixing the root causes of repeat contacts. • Manage the partnership day to day by working directly with outsourced partner Operations Managers. • Turn Monzo's strategic business goals into practical, actionable steps for the outsourcing management team. • Track and manage partner performance, including handling risk events and stepping in when performance drifts. • Raise and approve forecast requests alongside WFM and manage the end-to-end domain forecasting process. • Define and execute change through partners, making sure new processes work on the floor. • Support the domain Director in embedding Teleperformance leaders into domain performance review meetings.

We have been Monzo customers for years and have always loved their beautiful, simple app UI. We believe their product has a positive impact on millions of customers, motivating them to be more conservative with their spending and helping them save money. Monzo, as a company, has consistently grown over the past 10 years and is known for its strong company culture, generous benefits, and leadership that strives to be truly transparent and cares about its colleagues. It is a company that helps you advance your career and grow as a professional, working with great teams. If you like to join a thriving, upcoming bank and help millions of customers lead a financially sound life, Monzo gives you the opportunity to push ahead.

• Earn £68,400–£86,550 plus equity and incentive awards tied to your performance. • Work fully remotely from the UK, or from the London or Cardiff offices. • Enjoy flexible working hours at times that suit you and your team. • Use a £1,000 annual learning budget on books, training courses and conferences. • Receive a MacBook and extra work-from-home setup support if you are fully remote. • Access Monzo's wider benefits package.

Monzo is a UK bank on a mission to make money work for everyone, offering personal, business, joint, kids and teen accounts alongside credit cards, savings, investments and pensions. It started as a prepaid card and has grown its product range over the last 10 years, and is known for its hot coral cards and award-winning customer service.