Senior Manager, Supplier Performance, Customer Ops & Specialist Services
Level inferred from job title
Job description
Senior Manager in Supplier Performance at Monzo, acting as the bridge between Monzo and its offshore outsourcing partners to drive operational delivery and customer experience. One of four roles, each joining a different area: Complaints, VAIB, Financial Health, or Core Customer Operations.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · UK
- Pay
- GBP 68,400 – 86,550 / year
What you'll do
- Act as the vital bridge between Monzo and external partners to ensure they feel like a true extension of the team
- Drive both operational delivery and a brilliant customer experience
- Work closely with site leaders in South Africa to manage day to day service delivery while keeping a close eye on quality, customer satisfaction, and risk management
- Translate strategic business goals into clear, actionable steps for the partner management team
- Support in domain forecasting and roll out new processes to make sure they work on the floor
- Integrate partner leaders into regular performance reviews to foster a one team mindset
- Directly manage a Supplier Operations Partner focused on Operational Delivery like SLAs, schedule adherence, Customer Experience, quality, and fixing root causes of repeat contacts
- Work directly with outsourced partner Operations Managers to ensure the domain delivers service, customer satisfaction, quality and risk management
- Turn strategic business goals into practical, actionable steps for the outsourcing management team
- Work alongside partners to oversee all aspects of day to day service management, including handling risk events and engaging partners directly when performance drifts
- Alongside WFM, raise and approve forecast requests and manage the end to end domain forecasting process for partners
- Handle the end to end definition and execution of change through partners, ensuring new processes or solutions are fit for purpose on the floor
- Support the domain Director to embed Teleperformance leaders into existing domain performance review meetings
What we're looking for
- Proven track record of working closely with or managing global offshore partners and can manage to a customer experience, not just a commercial contract
- Deeply analytical mindset with the ability to anchor decisions in rigorous data, translating complex metrics into robust business cases that secure senior stakeholder buy in
- Proven track record of leading through others and can influence, coach, and guide Managers who do not report directly to you
- Brilliant at translating complex business goals into simple steps for frontline teams
- Zoom out when solving operational problems and think about how decisions impact the rest of the business
Your team
Customer Operations & Specialist Services
Recruiting for 4 opportunities across Customer Operations and Specialist Services teams, with 1 role in each of: Complaints, VAIB (Vulnerability, Accessibility, Inclusivity and Bereavements), Financial Health and Core Customer Operations
Benefits
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
- £68,400-86,550 + equity + Incentive Awards tied to your performance
- Flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team
- £1,000 learning budget each year to use on books, training courses and conferences
- Plus lots more
How to get hired
- 1Recruiter call (25 minutes)
- 2Values & Behaviours Interview (60 minutes)
- 3Role Specific Interview (60 minutes)
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 over the last 10 years in the UK. As well as personal and business bank accounts, Monzo offers joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK. 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
- Known for hot coral cards and get-paid-early feature
- Financial education on social media and award winning customer service
Partners & customers