Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes

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

📋 Description

• Serve as the link between Monzo and external partners to enhance operational delivery and customer experience.

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

• Convert strategic business objectives into clear, actionable directives for partner management teams.

• Assist in domain forecasting and implement new processes.

• Incorporate partner leaders into regular performance evaluations to promote a unified team mentality.

• Directly oversee a Supplier Operations Partner who is accountable for SLAs, schedule adherence, customer experience, quality, and resolving recurring issues.

• Manage daily relationships with outsourced Operations Managers.

• Monitor performance, manage service operations, address risk events, and engage partners when performance deviates.

• Initiate and approve forecasting requests and oversee comprehensive domain forecasting in collaboration with WFM.

• Own the complete process of change definition and execution through partners.

• Assist the domain Director in integrating Teleperformance leaders into domain performance review meetings.

⛳️ Requirements

• Demonstrated experience working closely with or managing global offshore partners.

• Capacity to focus on customer experience beyond just a commercial agreement.

• Strong analytical mindset.

• Ability to base decisions on thorough data analysis and translate complex metrics into strong business cases.

• Proven experience in leading through others.

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

• Capability to simplify complex business objectives into straightforward steps for frontline teams.

• Consideration of the impacts of operational decisions on the broader business.

🏝️ Benefits

• Equity.

• Incentive Awards linked to your performance.

• Flexible working hours.

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

• MacBook provided to all employees.

• Additional support for work-from-home setups for fully remote workers.