Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes
New
M
MonzoFinancial services
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 managementRisk Management
Requirements
- Proven track record working closely with or managing global offshore partners.
- Ability to manage for customer experience, not just a commercial contract.
- Analytical mindset and ability to anchor decisions in rigorous data.
- Ability to translate complex metrics into robust 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 translate complex business goals into simple steps for frontline teams.
- Ability to consider how operational decisions affect the wider business.
Responsibilities
- Manage a Supplier Operations Partner focused on operational delivery, including 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 outsourcing management and frontline teams.
- Monitor day-to-day service performance, manage risk events, and engage partners when performance drifts.
- Work with WFM to raise and approve forecast requests and manage end-to-end domain forecasting for partners.
- Define and execute change through partners, ensuring new processes and solutions work on the floor.
- Support the domain Director in integrating Teleperformance leaders into domain performance review meetings.
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