Senior Manager, Supplier Performance, Customer Ops – Specialist Services

Job not on LinkedIn

🔥 5 hours ago

🇬🇧 United Kingdom – Remote

💵 £68.4k - £86.5k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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Monzo Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

Banking • Fintech • B2C

Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

📋 Description

• Act as the bridge between Monzo and external outsourcing partners • Drive operational delivery and customer experience • Work with site leaders in South Africa on day-to-day service delivery, quality, customer satisfaction, and risk management • Translate strategic business goals into actionable steps for partner management teams • Support domain forecasting and roll out effective new processes • Integrate partner leaders into regular performance reviews • Directly manage a Supplier Operations Partner responsible for SLAs, schedule adherence, customer experience, quality, and root-cause resolution of repeat contacts • Manage day-to-day relationships with outsourced partner Operations Managers • Track service performance, risk events, and performance drift • Raise and approve forecast requests and manage end-to-end domain forecasting with WFM • Define and execute change through outsourcing partners • Support the domain Director in embedding Teleperformance leaders into domain performance reviews

🎯 Requirements

• Proven track record of working closely with or managing global offshore partners • Ability to manage to customer experience, not just a commercial contract • Deeply analytical mindset • Ability to anchor decisions in rigorous data and translate complex metrics into robust business cases securing senior stakeholder buy-in • Proven track record of leading through others • Ability to influence, coach, and guide Managers who do not report directly to you • Ability to translate complex business goals into simple steps for frontline teams • Ability to consider the broader business impact of operational decisions

🏖️ Benefits

• Equity • Incentive Awards tied to your performance • Flexible working hours • £1,000 learning budget each year for books, training courses and conferences • Home working setup • MacBook for all employees • Extra support for fully remote workers’ work-from-home setup • Additional benefits listed by Monzo

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