Senior Manager, Supplier Performance, Customer Ops – Specialist Services

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

📋 Description

• Serve as the liaison between Monzo and external outsourcing partners.

• Propel operational delivery and enhance the customer experience.

• Collaborate with site leaders in South Africa for daily service delivery, quality assurance, customer satisfaction, and risk management.

• Convert strategic business objectives into actionable tasks for partner management teams.

• Assist in domain forecasting and implement effective new processes.

• Incorporate partner leaders into regular performance evaluations.

• Directly oversee a Supplier Operations Partner responsible for SLAs, schedule compliance, customer experience, quality, and addressing root causes of recurring issues.

• Manage daily interactions with outsourced partner Operations Managers.

• Monitor service performance, risk incidents, and performance discrepancies.

• Submit and approve forecast requests while managing comprehensive domain forecasting with WFM.

• Define and implement changes through outsourcing partners.

• Aid the domain Director in integrating Teleperformance leaders into domain performance assessments.

⛳️ Requirements

• Demonstrated experience in collaborating with or managing global offshore partners.

• Capability to prioritize customer experience over merely fulfilling a commercial contract.

• Strong analytical mindset.

• Proficient in basing decisions on thorough data and translating intricate metrics into solid business cases that gain senior stakeholder support.

• Established history of leading through others.

• Skilled in influencing, coaching, and guiding Managers who do not report directly to you.

• Ability to simplify complex business objectives into straightforward tasks for frontline teams.

• Consideration of the broader business implications of operational choices.

🏝️ Benefits

• Equity.

• Performance-based Incentive Awards.

• Flexible working hours.

• Annual learning budget of £1,000 for books, training courses, and conferences.

• Home working setup.

• MacBook provided to all employees.

• Additional support for remote workers' home office arrangements.

• Other benefits as outlined by Monzo.