[Hiring] Supplier Performance & Relationship Manager @Monzo

Role Description

As Supplier Performance & Relationship Manager, you’ll be responsible for the day-to-day management of our Core Banking Outsourced Operation. You will work closely with global operations teams within the business to deliver exceptional customer service efficiently through our partners, ensuring consistency and partnership between the in-house team and outsourced partners.

Responsibilities include:

• Act as primary contact for day-to-day supplier management, including governance structure and supplier communications
• Performance oversight, including reporting of performance, analysing data and working closely with our suppliers to drive great performance
• All vendor management tasks, including managing to contract, Monzo’s third party management policy and invoicing
• Collaborate with WFM teams to ensure excellent service. Reviewing forecasts and creating/ partnering to build robust planning processes with clear governance
• Work with Monzo’s Ops Risk and Control Manager to ensure effective oversight and incident management and controls are in place and tested appropriately
• Point of liaison between Supplier and Monzo teams for e.g. annual policy reviews, process changes or escalations
• Identifying and delivering mutually beneficial opportunities with suppliers that deliver value for them and Monzo
• Manage a team of Performance & Continuous Improvement Partners to create a seamless partnership between our global teams and identify opportunities to improve customer and colleague experience, whilst focusing on cost goals
• Lead performance roadmaps of areas of opportunity across each service area, ensuring our contract as the metrics that represent the outcomes we are looking to achieve and not generic measures
• Champion process improvements within the team, and coach and develop the team to ensure a customer first culture
• Identify, spot opportunities for better performance with Key Performance Indicators of your domain, collaborating to fix any issues
• Remove blockers for partners to solve service or quality issues independently. Work collaboratively to drive efficiency
• Be a liaison between the partner and Monzo teams on the day-to-day delivery for those operational areas being serviced and able to effectively prioritise accordingly
• Encourage partners to drive continuous improvement and gather ideas to make COps lives’ easier, customer journeys amazing, and reduce costs
• Work closely with our Change and CX teams to understand what’s coming for your domain and be a support for those initiatives when required to help them embed and be delivered successfully and drive excellence across all workstreams

Qualifications

• Have experience in managing large global operational third party suppliers across multiple contact channels
• A track record of building strong working relationships
• Able to work with ambiguity and autonomously where required
• Are used to working in a fast-paced environment and dealing with shifting priorities
• Care deeply about inclusiveness and diversity
• Passionate about delivering exceptional customer service through an operational setting
• Can adapt your approach to working with a range of stakeholders with different needs
• Understand the importance of partner performance, using metrics and holding partners and internal teams accountable
• Are comfortable using data to help tell a story on performance and use this to help identify future opportunities for improvement
• Performance and team management is essential
• Are comfortable and able to travel overseas to partner locations 3-4 times per year

Benefits

• 💰£50,200 - £63,475 ➕share options.
• ⏰ 40 hours contract - Monday to Friday
• 📚£1,000 learning budget each year to use on books, training courses and conferences.
• 🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
• ➕ Plus lots more! Read our full list of benefits .

Company Description

The Global Operations Team at Monzo is pivotal in ensuring the seamless functioning of the bank's services worldwide. This team handles a variety of responsibilities that are essential for maintaining high-quality customer service and efficient operational practices. Key functions include:

• Customer support
• Risk management and compliance
• Process improvement

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.