Performance & relationship manager new remote (uk)

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

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 Global Operations team

The Global Operations Team at Monzo is pivotal in ensuring the seamless functioning of the bank's services worldwide. This team handles a variety of responsibilities that are essential for maintaining high-quality customer service and efficient operational practices. Key functions include customer support, risk management and compliance and process improvement. The Global Operations Team plays a crucial role in maintaining customer satisfaction, ensuring regulatory compliance, and supporting the bank's growth objectives through efficient and innovative operational management.

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.

Our team is responsible for the management and oversight of our Customer Operational partners. We manage everything from onboarding suppliers, performance management, ongoing monitoring and governance as well as supporting our growth by safely delivering change efficiently. We ensure our partners are set up for success and deliver fantastic customer service.

As Supplier Performance & Relationship Manager, you’ll be responsible for the day to day management of our Core Banking Outsourced Operation. You will work closely with global operations teams within the business to deliver exceptional customer service efficiently through our partners, ensuring consistency and partnership between the inhouse team and outsourced partners.

We're looking for a Supplier Performance & Relationship Manager to join our Global operations team with a track record of delivering outstanding performance through their partnerships. You’ll be making sure that we run a smooth stable operation that delivers outstanding service, we are fully in control and give our customers experience.


Responsibilities

* Act as primary contact for day-to-day supplier management, including governance structure and supplier communications
* Performance oversight, including reporting of performance, analysing data and working closely with our suppliers to drive great performance
* All vendor management tasks, including managing to contract, Monzo’s third party management policy and invoicing
* Collaborate with WFM teams to ensure excellent service. Reviewing forecasts and creating/ partnering to build robust planning processes with clear governance
* Work with Monzo’s Ops Risk and control Manager to ensure effective oversight and incident management and controls are in place and tested appropriately
* Point of liaison between Supplier and Monzo teams for e.g. annual policy reviews, process changes or escalations
* Identifying and delivering mutually beneficial opportunities with suppliers that deliver value for them and Monzo
* Manage a team of Performance & Continuous Improvement partners to create a seamless partnership between our global teams and identify opportunities to improve customer and colleague experience, whilst focusing on cost goals
* Lead performance roadmaps of areas of opportunity across each service area, ensuring our contract as the metrics that represent the outcomes we are looking to achieve and not generic measures
* Champion process improvements within the team, and coach and develop the team to ensure a customer first culture
* Identify, spot opportunities for better performance with Key Performance Indicators of your domain, collaborating to fix any issues
* Remove blockers for partners to solve service or quality issues independently. Work collaboratively to drive efficiency
* Be a liaison between the partner and Monzo teams on the day to day delivery for those operational areas being serviced and able to effectively prioritise accordingly
* Encourage partners to drive continuous improvement and gather ideas to make COps lives’ easier, customer journeys amazing, and reduce costs
* Work closely with our Change and CX teams to understand what’s coming for your domain and be a support for those initiatives when required to help them embed and be delivered successfully and drive excellence across all workstreams


Qualifications

* Have experience in managing large operational third party suppliers across multiple contact channels
* A track record of building strong working relationships
* Able to work with ambiguity and autonomously where required
* Are used to working in a fast paced environment and dealing with shifting priorities
* Care deeply about inclusiveness and diversity
* Passionate about delivering exceptional customer service through an operational setting
* Can adapt your approach to working with a range of stakeholders with different needs
* Understand the importance of partner performance, using metrics and holding partners and internal teams accountable
* Are comfortable using data to help tell a story on performance and use this to help identify future opportunities for improvement
* Performance and team management is essential
* Are comfortable and able to travel overseas to partner locations 3-4 times per year


Benefits

* We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
* £1,000 learning budget each year to use on books, training courses and conferences.
* We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.


Application Process

* 30 minute recruiter call
* 1 hour role specific interview
* 1 hour values interview (If successful during role specific interview)
* Coffee chat with the Global Operations Director

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!


Equal Opportunities and Diversity

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. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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