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Senior Manager, Supplier Performance, Customer Ops – Specialist Services
Monzo Bank. Act as the bridge between Monzo and external outsourcing partners .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing relationships with global offshore partners while driving operational delivery and customer experience. Capable of translating strategic business goals into actionable steps and utilizing data-driven insights to influence decision-making and improve service performance.
Highest-signal resume keywords
Supplier Operations ManagementCustomer Experience ManagementData AnalysisStakeholder EngagementChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Analytical MindsetInfluencing SkillsCoaching SkillsGuidance Skills
Industry Keywords
Operational DeliveryPerformance ReviewsRisk ManagementService Performance TrackingForecast Management
About the role
Key responsibilities & impact- Act as the bridge between Monzo and external outsourcing partners
- Drive operational delivery and customer experience
- Work with site leaders in South Africa on day-to-day service delivery, quality, customer satisfaction, and risk management
- Translate strategic business goals into actionable steps for partner management teams
- Support domain forecasting and roll out effective new processes
- Integrate partner leaders into regular performance reviews
- 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 relationships with outsourced partner Operations Managers
- Track service performance, risk events, and performance drift
- Raise and approve forecast requests and manage end-to-end domain forecasting with WFM
- Define and execute change through outsourcing partners
- Support the domain Director in embedding Teleperformance leaders into domain performance reviews
Requirements
What you’ll need- 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 securing senior stakeholder buy-in
- 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 the broader business impact of operational decisions
Benefits
Comp & perks- Equity
- Incentive Awards tied to your performance
- Flexible working hours
- £1,000 learning budget each year for books, training courses and conferences
- Home working setup
- MacBook for all employees
- Extra support for fully remote workers’ work-from-home setup
- Additional benefits listed by Monzo