Remote opportunity at
MonzoSenior Manager, Supplier Performance, Customer Ops & Specialist Services
Monzo operates as a digital banking alternative offering personal, business, joint, and youth accounts alongside credit cards, savings, investments, and pension consolidation. The organization is currently…
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About This Role
Monzo operates as a digital banking alternative offering personal, business, joint, and youth accounts alongside credit cards, savings, investments, and pension consolidation. The organization is currently hiring four Senior Managers in Supplier Performance across distinct domains: Complaints, Vulnerability, Accessibility, Inclusivity and Bereavements, Financial Health, and Core Customer Operations. This position sits within the Customer Operations and Specialist Services teams to manage relationships with external outsourcing partners, particularly site leaders in…
Job Description
Monzo operates as a digital banking alternative offering personal, business, joint, and youth accounts alongside credit cards, savings, investments, and pension consolidation. The organization is currently hiring four Senior Managers in Supplier Performance across distinct domains: Complaints, Vulnerability, Accessibility, Inclusivity and Bereavements, Financial Health, and Core Customer Operations. This position sits within the Customer Operations and Specialist Services teams to manage relationships with external outsourcing partners, particularly site leaders in South Africa and Teleperformance.
This role serves as the central bridge between internal stakeholders and external vendors, ensuring that offshore teams function as a seamless extension of the business. Candidates will steer everyday service delivery, align third-party operations with broader organizational goals, and monitor quality, customer satisfaction, and risk mitigation. The work involves leading a dedicated oversight team, collaborating with workforce management on forecasting, managing change implementation, and integrating external partner leaders into standard performance reviews.
The position is suitable for analytical professionals experienced in offshore vendor management who can prioritize customer experience alongside contractual metrics, guide indirect reports, and translate high-level strategies into practical frontline processes. Monzo embraces diversity and encourages interested individuals to apply even if they do not meet every listed criterion.
Responsibilities
- Manage daily service delivery and operational oversight with outsourced partners in South Africa
- Directly supervise a Supplier Operations Partner focused on service-level agreements, quality, customer experience, and repeat contact root causes
- Translate strategic organizational targets into actionable guidance for outsourcing management teams
- Oversee day-to-day service management, handle risk events, and address performance fluctuations directly with partners
- Collaborate with workforce management to handle forecast requests and manage end-to-end domain forecasting
- Define and execute change processes to ensure new solutions are practical for frontline floors
- Integrate partner leaders into existing domain performance review meetings to promote a unified team culture
Requirements
- Demonstrated experience managing or working closely with global offshore partners
- Ability to manage operations toward customer experience outcomes rather than commercial contracts alone
- Strong analytical skills with the capability to ground decisions in data and secure senior stakeholder buy-in
- Proven track record of leading through others by coaching and influencing managers without direct reporting lines
Core Skills
Benefits
- Annual salary between GBP 68,400 and 86,550
- Equity and performance-tied incentive awards
- Flexible working hours
- Annual learning budget of GBP 1,000 for training, books, and conferences
- Macbook and remote work setup support
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary for the Senior Manager role at Monzo?
The salary ranges from GBP 68,400 to 86,550 per year, supplemented by equity and performance-tied incentive awards.
Is this position remote?
The posting lists the location as remote, London, or Cardiff.
What does the application process entail?
The application journey includes a 25-minute recruiter call, a 60-minute values and behaviours interview, and a 60-minute role-specific interview, taking approximately three to four weeks in total.
Sample Interview Questions
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