Monzo is hiring a Performance & Relationship Manager

Monzo is on a mission to make money work for everyone, and we’re looking for a Performance & Relationship Manager to join our team. In this role, you'll be responsible for the day-to-day management of our Core Banking Outsourced Operation, working closely with global operations teams to deliver exceptional customer service efficiently through our partners.

What You'll Do

• Act as the primary contact for day-to-day supplier management, governance, and communications.
• Oversee supplier performance, including reporting, data analysis, and working collaboratively to drive great results.
• Handle all vendor management tasks, including contract adherence, third party policy compliance, and invoicing.
• Collaborate with Workforce Management teams to review forecasts and create robust planning processes.
• Work with Monzo’s Ops Risk and Control Manager on effective oversight, incident management, and controls.
• Serve as the point of liaison between the Supplier and Monzo teams for annual reviews, process changes, and escalations.
• Identify and deliver mutually beneficial opportunities that create value for both the supplier and Monzo.
• Manage a team of Performance & Continuous Improvement partners to create seamless global partnerships.
• Lead performance roadmaps for areas of opportunity across each service area, ensuring contract metrics align with desired outcomes.
• Champion process improvements and coach the team to ensure a customer-first culture.
• Identify opportunities for better performance using Key Performance Indicators and collaborate to fix issues.
• Remove blockers for partners to solve service or quality issues independently and drive efficiency.
• Be a liaison between the partner and Monzo teams on day-to-day delivery, effectively prioritizing work.
• Encourage partners to drive continuous improvement for colleague and customer experiences and cost reduction.
• Work closely with Change and Customer Experience teams to support and successfully deliver domain initiatives.

What We're Looking For

• 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.
• Used to working in a fast paced environment and dealing with shifting priorities.
• 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.
• Comfortable using data to help tell a story on performance and use this to identify future opportunities for improvement.
• Performance and team management experience is essential.
• Comfortable and able to travel overseas to partner locations 3-4 times per year.

Team & Environment

You will be part of the Global Operations Team, responsible for management and oversight of Customer Operational partners, and will report to the Global Operations Director.

Benefits & Compensation

• Salary: £50,200 - £63,475 + equity via share options.
• £1,000 learning budget each year to use on books, training courses, and conferences.
• Flexible working hours.
• Work from home setup support, including Macbooks provided.
• Share options.

Work Mode

This is a hybrid role. You can work from our offices in Cardiff or London, or remotely from within the UK.

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.