Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes

Our FinCrime, Fraud & Disputes teams

We are recruiting a Senior Manager to join our FinCrime, Fraud and Disputes team, whilst supporting our Supplier Performance function. 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.

We are changing how we manage our relationships with our outsourcing partners by driving more responsibility and accountability through our Monzo domain leaders. We need brilliant Senior Managers to join this new oversight team, reporting directly to the Directors within each business area.

You'll play a key role by...

You will act as the vital bridge between Monzo and our external partners to ensure they feel like a true extension of our team. You will drive both operational delivery and a brilliant customer experience. Working closely with our site leaders in South Africa, you will manage day to day service delivery while keeping a close eye on quality, customer satisfaction, and risk management.

A key part of your role involves translating our strategic business goals into clear, actionable steps for the partner management team so they are fully equipped to succeed. You will support in domain forecasting and rolling out new processes to make sure they actually work on the floor. Ultimately, you will integrate our partner leaders into our regular performance reviews to foster a genuine one team mindset across the operation.

Leading a dedicated oversight team

You will directly manage a Supplier Operations Partner who will focus on Operational Delivery like SLAs, schedule adherence, Customer Experience, quality, and fixing the root causes of repeat contacts.

Managing the partnership day to day

You will work directly with our outsourced partner Operations Managers to ensure the whole domain is delivering the service, customer satisfaction, quality and risk management we expect.

Acting as the translation layer

You will turn our strategic business goals into practical, actionable steps for the outsourcing management team. You will make sure they are equipped to succeed, rather than just telling them when they miss the mark.

Tracking and managing performance

You will work alongside our partners to oversee all aspects of day to day service management, including handling risk events and stepping in to engage partners directly when performance drifts.

Forecasting and planning

Alongside WFM you will raise and approve forecast requests and manage the end to end domain forecasting process for our partners.

Owning change execution

You will handle the end to end definition and execution of change through our partners, ensuring any new processes or solutions are actually fit for purpose on the floor.

Integrating the teams

You will support the domain Director to embed Teleperformance leaders into our existing domain performance review meetings, fostering a one team mindset.

We'd love to hear from you if...

• You have proven track record of working closely with or managing global offshore partners and can manage to a customer experience, not just a commercial contract.
• You are 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.
• You have a proven track record of leading through others and can influence, coach, and guide Managers who do not report directly to you.
• You are brilliant at translating complex business goals into simple steps for frontline teams.
• You zoom out when solving operational problems. Don't just look at the operational team, always think about how your decisions impact the rest of the business.

What's in it for you

• 68,400 to 86,550 pounds plus equity plus Incentive Awards tied to your performance
• We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• 1,000 pounds 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.

The application journey has 3 key steps

• Recruiter call (25 minutes)
• Values & Behaviours Interview (60 minutes)
• Role Specific Interview (60 minutes)

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!