Senior Manager, Supplier Performance, Customer Ops & Specialist Services
New
M
MonzoBanking
Cardiff, London or Remote (UK)Full-TimeManager
Salary£68,400-86,550 + equity + Incentive Awards tied to your performance
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Job Details
- Required Skills
- Data AnalysisStakeholder managementChange ManagementCoachingRisk Management
Requirements
- Proven experience working closely with or managing global offshore partners.
- Ability to manage for customer experience, not only commercial contract performance.
- Strong analytical mindset and ability to base decisions on rigorous data.
- Ability to translate complex metrics into business cases that secure senior stakeholder buy-in.
- Track record of leading through others and influencing, coaching, and guiding managers who do not report directly to you.
- Ability to turn complex business goals into clear, practical steps for frontline teams.
- Ability to consider wider business impacts when solving operational problems.
Responsibilities
- Manage a Supplier Operations Partner focused on operational delivery, including SLAs, schedule adherence, customer experience, quality, and repeat-contact root causes.
- Work with outsourced partner Operations Managers to oversee service delivery, customer satisfaction, quality, and risk management.
- Translate strategic business goals into actionable steps for the outsourcing management team.
- Monitor day-to-day service performance, manage risk events, and engage partners when performance declines.
- Work alongside Workforce Management to raise and approve forecast requests and manage domain forecasting for partners.
- Define and execute changes through partners, ensuring new processes and solutions work on the floor.
- Support the domain Director in embedding partner leaders into domain performance review meetings.
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