Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes

• Join Monzo as a Senior Manager, Supplier Performance, working fully remotely from the UK. • Join the FinCrime, Fraud and Disputes team while supporting the Supplier Performance function. • Act as Monzo's eyes and ears on the ground, so offshore outsource partners feel like a true extension of the team. • Report directly to the Director of your business area as partner management moves into the heart of Monzo's domains. • Work closely with site leaders in South Africa to deliver excellent customer service, quality and risk management. • Help drive a cost-efficient operation that supports Monzo's mission of making money work for everyone.

• 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 build robust business cases for senior stakeholders. • Show a track record of leading through others, including influencing and coaching managers who do not report to you. • Translate complex business goals into simple steps for frontline teams. • Consider how operational decisions affect the wider business rather than only the operational team.

• Bring experience of working with partners in South Africa or other offshore locations. • Show experience of workforce management and domain forecasting. • Know how to roll out new processes and make sure they work on the floor. • Apply even if you don't tick every box, as Monzo encourages applications from people who are keen to learn and grow.

• Lead a Supplier Operations Partner who focuses on operational delivery, including SLAs, schedule adherence, customer experience, quality and repeat-contact root causes. • Manage the partnership day to day with the outsourced partner's Operations Managers. • Translate strategic business goals into practical, actionable steps for the outsourcing management team. • Track and manage partner performance, handle risk events and step in directly when performance drifts. • Raise and approve forecast requests with WFM and manage the end-to-end domain forecasting process. • Define and execute change through partners, making sure new processes and solutions are fit for purpose. • Support the domain Director to embed Teleperformance leaders in regular domain performance reviews and build a one-team mindset.

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, with the option of London or Cardiff. • Enjoy flexible working hours at times that suit you and your team. • Receive a £1,000 annual learning budget for books, training courses and conferences. • Get a MacBook and extra support for your work-from-home setup if you work fully remotely. • Benefit from Monzo's wider benefits package.

Monzo is a UK digital bank on a mission to make money work for everyone. Over the last 10 years it has grown from a prepaid card into personal, business, joint, kids and teen accounts, credit cards, savings, investments and pensions. It is known for its hot coral cards, get-paid-early feature and award-winning customer service.