M
Partner Programme Delivery Lead
Contract type
Ongoing
Work mode
Remote · UK
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
Partner Programme Delivery Lead in Monzo's Global Ops team, investigating operational root causes of partner-wide issues and delivering agreed projects and workstreams with offshore partner sites. The role is mostly hands-on investigation and execution, owning defined workstreams or smaller projects.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · UK
- Pay
- GBP 41,300 – 52,250 / year
What you'll do
- Investigate systemic partner-wide issues within agreed focus areas, testing hypotheses to isolate root causes from symptoms and determining whether issues are genuinely thematic or belong within specific domain ownership
- Analyse multi-source operational datasets—including customer outcomes, complaints, quality scores, and workflow metrics—to spot underlying trends, exceptions, and performance patterns
- Conduct on-site process shadowing, customer journey reviews, and direct interviews with frontline partner and Monzo teams to evaluate actual operational practices against intended process design
- Triangulate quantitative and qualitative findings to identify structural drivers (tools, policy, capability, or operating model), clearly documenting root causes, customer impacts, and required next steps
- Own the end-to-end delivery of assigned projects and workstreams, translating strategic approaches into detailed delivery plans (milestones, owners, dependencies) and actively executing hands-on tasks to drive momentum
- Serve as the day-to-day operational contact across Global Ops, GCOO, and partner teams—leading regular working sessions, setting clear delivery expectations, and constructively challenging missed commitments
- Proactively identify and resolve risks, issues, and dependencies early, escalating material blockers while maintaining transparent, accurate delivery records and baseline progress tracking
- Ensure implementation readiness, monitor post-launch performance to verify intended outcomes materialise, and support stabilisation through to formal transition into business-as-usual
- Translate complex investigation findings into root-cause insights and actionable solutions, maintaining a robust evidence trail to validate strategic recommendations and decisions
- Author business cases for smaller initiatives and supply detailed analytical inputs—covering costs, benefits, risks, and customer impacts—for Manager-led strategic proposals
- Deliver operational analysis for Product and Technology proposals, evaluating system enhancements and process simplifications to optimise service delivery
- Draft clear updates, briefing papers, and executive presentation materials to synthesise analytical data and drive leadership decision-making
- Partner closely with leads on strategic initiatives while retaining full ownership of assigned workstreams, flexibly deploying capacity across the portfolio as business priorities evolve
- Identify emerging risks, operational patterns, and areas for investigation, sharing key learnings to refine future program design and global estate decisions
- Drive continuous improvement by establishing consistent analytical and workstream frameworks across the pillar, while proactively expanding expertise in outsourced operations, partner management, and data analytics
- Travel periodically within the UK and internationally to support on-site investigations, partner discovery, mobilisation, transitions, and operational stabilisation
What we're looking for
- Essential experience independently delivering defined projects or substantial workstreams from initial planning through implementation and handover
- Clear history of working directly with external partners, proving you would have the confidence to represent Monzo professionally in day to day delivery conversations
- Experience preparing delivery plans, analysis, updates, recommendations or business case content for stakeholder review
- Strong planning and organisation skills, with the ability to coordinate detailed actions, owners and dependencies while maintaining attention to quality
- Ability to travel within the UK and internationally when required
- Strong analytical skills, with the ability to find, interpret and combine data from different sources to answer business questions
- Confidence using spreadsheets, reporting tools and operational data to identify patterns, test assumptions and measure outcomes
- An investigative mindset and the curiosity to understand how work operates in practice
- Experience or confidence undertaking customer interaction shadowing, case reviews, process observation and structured conversations with frontline teams
- The ability to complete structured root cause analysis and distinguish isolated examples from wider operational or partner themes
- Strong problem solving skills, with the ability to move from an unclear issue to evidence based findings and practical proposed actions
- The ability to work independently with limited oversight while recognising when a risk, decision or dependency requires escalation
- Strong stakeholder management skills, with the confidence to coordinate activity and challenge missed commitments across different teams
- Excellent written and verbal communication skills, with the ability to make detailed or complex information clear and accessible
- Sound judgement when balancing pace, customer outcomes, quality, risk, cost and operational practicality
- Experience working in an operational, regulated or customer sensitive environment
- Adaptability and resilience, with the ability to respond constructively when priorities, plans or available information change
- A collaborative approach and willingness to support colleagues across the wider portfolio while retaining accountability for your own delivery
Nice to have
- Experience working with outsourced operations, suppliers or third party partners would be valuable but is not essential
- Experience within financial services, global operations, project delivery, partner mobilisation, transition or customer experience analysis would also be beneficial
Your team
Global Ops Team
Successful partner programmes depend on understanding what is happening in practice and completing the detailed work required to move from an agreed plan to a delivered outcome.
Benefits
Distributed working within the UK (with ad hoc meetings in London) and essential international travel to our offshore partner sites
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
- £41,300 - £52,250 + Incentive awards + Benefits
How to get hired
- 1Application questions
- 230 minute Recruiter Call
- 3Practical take-home task
- 4Competency-based interview around Stakeholders and Values
Apply
About Monzo
We're on a mission to make money work for everyone.
Monzo started as a prepaid card and its product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, they offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more things to come beyond. UK customers can also save, invest and combine their pensions with Monzo.
Mission
Make money work for everyone
Key facts
- Banking
- Started as a prepaid card
- Product offering has grown a lot in the last 10 years in the UK
- Offers personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK
- UK customers can save, invest and combine their pensions with Monzo
- Hot coral cards and get-paid-early feature
- Financial education on social media and award winning customer service
- Sites in India, Romania and South Africa, with plans underway for the EU