[Hiring] Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes @Monzo

Role Description

We are recruiting a Senior Manager to join our FinCrime, Fraud and Disputes team, whilst supporting our Supplier Performance function. 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 need a brilliant Senior Manager to join this new oversight team, reporting directly to the Directors within each business area.

• 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.
• You will support in domain forecasting and rolling out new processes to ensure they work on the floor.
• 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 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.
• You will ensure 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 engaging 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 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.

Qualifications

• Proven track record of working closely with or managing global offshore partners.
• Ability to manage to a customer experience, not just a commercial contract.
• Deeply analytical mindset with the ability to anchor decisions in rigorous data.
• Ability to translate complex metrics into robust business cases that secure senior stakeholder buy-in.
• Proven track record of leading through others and influencing, coaching, and guiding Managers.
• Brilliant at translating complex business goals into simple steps for frontline teams.
• Ability to zoom out when solving operational problems.

Benefits

• £68,400-86,550 + equity + Incentive Awards tied to your performance.
• Flexible working hours and trust to work enough hours to do your job well.
• £1,000 learning budget each year for books, training courses, and conferences.
• Setup to work from home; all employees receive Macbooks and extra support for remote work setup.
• Plus lots more!

Application Process

• 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’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.