Senior Manager, Supplier Performance, Customer Ops & Specialist Services in Cardiff

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award-winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo.

Our Customer Operations & Specialist Services teams are recruiting for 4 opportunities across our Customer Operations and Specialist Services teams to join us as Senior Manager in Supplier Performance. We are recruiting for 4 roles, with 1 to join us in each of the following areas: Complaints, VAIB (Vulnerability, Accessibility, Inclusivity and Bereavements), Financial Health and Core Customer Operations. 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. Partner management is moving right into the heart of our domains. You will be our eyes and ears on the ground, making sure our offshore outsource partners feel like a true extension of Monzo and not just an outsourced supplier. We ensure our partners are set up for success and deliver fantastic customer service.

You’ll play a key role by:

• Acting as the vital bridge between Monzo and our external partners to ensure they feel like a true extension of our team.
• Driving both operational delivery and a brilliant customer experience.
• Working closely with our site leaders in South Africa, managing day-to-day service delivery while keeping a close eye on quality, customer satisfaction, and risk management.
• Translating our strategic business goals into clear, actionable steps for the partner management team.
• Supporting in domain forecasting and rolling out new processes to ensure they work effectively.
• Integrating our partner leaders into our regular performance reviews to foster a genuine one team mindset across the operation.

Leading a dedicated oversight team:

• Directly managing 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:

• Working directly with our outsourced partner Operations Managers to ensure the whole domain is delivering the expected service, customer satisfaction, quality and risk management.

Acting as the translation layer:

• Turning our strategic business goals into practical, actionable steps for the outsourcing management team.

Tracking and managing performance:

• Overseeing all aspects of day-to-day service management, including handling risk events and engaging partners directly when performance drifts.

Forecasting and planning:

• Raising and approving forecast requests and managing the end-to-end domain forecasting process for our partners.

Owning change execution:

• Handling the end-to-end definition and execution of change through our partners, ensuring any new processes or solutions are fit for purpose.

Integrating the teams:

• Supporting 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 a 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 possess a 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 excel at translating complex business goals into simple steps for frontline teams.
• You consider the broader impact of your decisions on the rest of the business.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet.

What’s in it for you:

• £68,400-£86,550 + equity + Incentive Awards tied to your performance.
• Flexible working hours and trust to work enough hours to do your job well, at times that suit you and your team.
• £1,000 learning budget each year to use on books, training courses and conferences.
• Support for your work-from-home setup, including Macbooks for all employees.

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!

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.