Partner Estate & Relationship Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage ongoing relationships with designated operational and technical partners.

• Implement Monzo’s Partner Management Framework to monitor partner health, contract performance, commercial value, and risk.

• Identify risks, capability gaps, and opportunities, while facilitating resolutions or escalating significant concerns.

• Organize and lead monthly partner reviews, transforming relationship health data into actionable narratives.

• Oversee governance execution, reporting, action ownership, and verified impact.

• Prepare evidence-based materials for Quarterly Business Reviews.

• Handle partner contracts from start to finish, including amendments, renewals, pricing models, and change notices.

• Lead invoice reconciliation, spend forecasting, and budgeting in collaboration with Finance.

• Initiate projects aimed at enhancing commercial value, flexibility, and customer outcomes.

• Provide monthly partner health reports and work in partnership with Legal, Procurement, and Finance.

• Collaborate with global Operations leads to align partners with Monzo’s strategic objectives and business requirements.

• Detect systemic issues from service performance trends and facilitate cross-stakeholder resolutions.

• Manage the transition of new or updated services into ongoing governance.

• Translate strategic goals into partner priorities, driving governance and relationship enhancement initiatives.

• Create proposals for service quality improvements and outcome-based commercial models.

• Spearhead scalable process enhancements and the adoption of best practices.

• Support partner engagement initiatives.

• Incorporate risks, incidents, and assurance evidence into governance and monitor remediation efforts.

• Ensure contractual resilience, continuity, and control responsibilities are integrated into partner plans.

• Independently manage complex outcomes using expertise, judgment, and influence.

• Influence internal and partner leadership without formal authority.

• Serve as a subject matter expert and mentor for colleagues.

⛳️ Requirements

• Extensive experience in managing operational partner, outsourcing, or supplier relationships, preferably in financial services or another regulated setting.

• Proven ability to establish credible and appropriately challenging relationships with partner client management teams, operational leaders, and internal stakeholders.

• Willingness to travel within the UK and internationally as necessary.

• Experience in managing contracts, charging models, renewals, amendments, performance metrics, and commercial commitments.

• Familiarity with invoice reconciliation, budgeting, and forecasting processes.

• Capability to analyze operational, workforce, and financial data to identify and clarify discrepancies.

• Skill in leading effective monthly partner governance and synthesizing detailed information into a comprehensive overview of relationship health.

• Proficiency in preparing clear and accurate documentation for business governance, supported by solid evidence and recommendations.

• Ability to maintain organized and precise records of contracts, decisions, actions, commitments, ratings, and key dates.

• Capacity to work independently, take initiative on complex issues, and drive them to resolution.

• Proficient in utilizing data and evidence to elucidate issues, identify opportunities, and influence key stakeholders.

• Ability to influence across Operations, Procurement, Finance, Legal, Risk, and other specialized teams without formal authority.

• Competence in differentiating between specific service performance challenges and broader relationship, contractual, commercial, or partner issues.

• Experience in leading defined projects or improvements and managing actions, dependencies, and stakeholders through to execution.

• Aptitude for identifying non-scalable work processes and spearheading practical enhancements.

• Comfort in working across various countries, locations, and cultures while upholding consistent standards.

• Strong written and verbal communication skills, including the ability to navigate difficult conversations or address unmet commitments.

• Understanding of risk, resilience, and control considerations related to third-party operations.

• Dedication to customer outcomes, inclusivity, diversity, and Monzo’s core values.

🏝️ Benefits

• Incentive awards.

• Comprehensive benefits package.

• Flexible distributed working within the UK.

• Support for work-from-home setups.

• Provision of MacBooks to all employees.

• Additional work-from-home setup assistance for fully remote employees.