Senior Manager, Supplier Performance, Customer Ops & Specialist Services
New
M
MonzoDigital banking
London/Cardiff/UK RemoteFull-TimeManager
Salary£68,400-86,550 + equity + Incentive Awards tied to your performance
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Data AnalysisStakeholder managementCoachingRisk Management
Requirements
- Proven track record working closely with or managing global offshore partners.
- Manage partner performance with a focus on customer experience, not only commercial contracts.
- Use rigorous data analysis to make decisions and translate complex metrics into business cases that secure senior stakeholder buy-in.
- Lead through others and influence, coach, and guide managers who do not report directly to you.
- Translate complex business goals into clear steps for frontline teams.
- Consider the wider business impact when solving operational problems.
Responsibilities
- Manage a Supplier Operations Partner focused on operational delivery, SLAs, schedule adherence, customer experience, quality, and root causes of repeat contacts.
- Work with outsourced partner Operations Managers to oversee service delivery, customer satisfaction, quality, and risk management.
- Translate strategic business goals into practical steps for the outsourcing management team.
- Track day-to-day performance, manage risk events, and engage partners when performance declines.
- Work alongside WFM to raise and approve forecast requests and manage end-to-end domain forecasting for partners.
- Define and execute changes through partners, ensuring new processes and solutions work on the operational floor.
- Support the domain Director in integrating partner leaders into domain performance review meetings.
View Full Description & ApplyYou'll be redirected to the employer's site
