Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes

🔥 2 minutes ago

🇬🇧 United Kingdom – Remote

💵 £68.4k - £86.5k / year

⏰ Full Time

🟠 Senior

👔 Manager

🇬🇧 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 partners to drive operational delivery and customer experience • Work closely with site leaders in South Africa to manage day-to-day service delivery, quality, customer satisfaction, and risk management • Translate strategic business goals into clear, actionable steps for partner management teams • Support domain forecasting and roll out new processes • Integrate partner leaders into regular performance reviews to foster a one-team mindset • 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 partnerships with outsourced Operations Managers • Track performance, manage service operations, handle risk events, and engage partners when performance drifts • Raise and approve forecast requests and manage end-to-end domain forecasting with WFM • Own end-to-end change definition and execution through partners • Support the domain Director in embedding Teleperformance leaders into domain performance review meetings

🎯 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 • 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 impacts of operational decisions across the wider business

🏖️ Benefits

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

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