Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes
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Job Description
Senior Manager overseeing offshore supplier performance across FinCrime, fraud, and disputes for Monzo’s UK digital bank. Driving service quality, forecasting, risk management, and partner accountability.
Responsibilities:
- Act as the bridge between Monzo and external partners to drive operational delivery and customer experience
- Work closely with site leaders in South Africa to manage day-to-day service delivery, quality, customer satisfaction, and risk management
- Translate strategic business goals into clear, actionable steps for partner management teams
- Support domain forecasting and roll out new processes
- Integrate partner leaders into regular performance reviews to foster a one-team mindset
- Directly manage a Supplier Operations Partner responsible for SLAs, schedule adherence, customer experience, quality, and root-cause resolution of repeat contacts
- Manage day-to-day partnerships with outsourced Operations Managers
- Track performance, manage service operations, handle risk events, and engage partners when performance drifts
- Raise and approve forecast requests and manage end-to-end domain forecasting with WFM
- Own end-to-end change definition and execution through partners
- Support the domain Director in embedding Teleperformance leaders into domain performance review meetings
Requirements:
- Proven track record of working closely with or managing global offshore partners
- Ability to manage to customer experience, not just a commercial contract
- Deeply analytical mindset
- Ability to anchor decisions in rigorous data and translate complex metrics into robust business cases
- Proven track record of leading through others
- Ability to influence, coach, and guide Managers who do not report directly to you
- Ability to translate complex business goals into simple steps for frontline teams
- Ability to consider impacts of operational decisions across the wider business
Benefits:
- Equity
- Incentive Awards tied to your performance
- Flexible working hours
- £1,000 learning budget each year for books, training courses and conferences
- MacBook provided to all employees
- Extra support for work-from-home setup for fully remote workers
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