📍Remote | 💰£40,000 - £48,000 + Benefits | Hear from the team ✨

About us: 

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.  We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.  We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Operations Outsourcing Team:

Outsourcing is key to enabling Monzo to meet its mission of making money work for everyone, as well as driving a cost efficient operation and delivering excellent customer service.

Our team is responsible for the management and oversight of our Customer Operation suppliers. We manage everything from onboarding suppliers, performance management, ongoing monitoring and governance as well as supporting our growth by safely delivering change efficiently. We ensure our suppliers are set up for success and deliver fantastic customer service.

What You’ll be Working on:

As a Supplier Support. You’ll work closely with operations teams within the business in order to ensure consistency and partnership between the inhouse team and outsourced suppliers, as well as continually learning and driving improvements. 

You’ll also:

• Act as primary contact for day-to-day supplier management and supplier communications
• Own Performance oversight including monitoring, reporting and working closely with our suppliers to drive great customer service 
• Feel comfortable using reporting to analyse data
• Manage and challenge when Key Performance Indicators are not being met and partner with the suppliers to build robust plans to remediate
• Be a liaison between Supplier and Monzo teams on the day to day delivery for those operational areas being serviced and able to effectively prioritise accordingly
• Support our suppliers with process clarifications and escalations and use this to provide feedback and improvement opportunities 
• Be a central member of the team that will own driving forward excellent customer service with our suppliers
• Build strong working relationships with our internal operational domains and with our suppliers, including create relevant materials that help to share performance updates
• Identify and deliver mutually beneficial opportunities with suppliers that deliver value for them and Monzo

You should apply if you:

• Have experience to a expert level of working in a operational environment in either Complaints, Fraud, Financial Crime, Card Payment Disputes and General Customer Service (Financial services - desirable) 
• Feel comfortable challenging and leading conversations with suppliers and internal stakeholders 
• Able to work with ambiguity and autonomously where required 
• Are used to working in a fast paced environment and dealing with shifting priorities
• Care deeply about inclusiveness and diversity
• 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 supplier performance, using metrics and holding suppliers and internal teams accountable
• Are comfortable using data to help tell a story on performance and use this to help identify future opportunities for improvement
• Are comfortable and able to travel to supplier locations periodically

The interview process:

Our interview process involves 3 main stages: 

• Application process 
• Call with the Hiring team 
• 3 stage interview process with the leadership team 

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your hiring process, but if you do have any specific questions before this please contact us on debbieroscoe@monzo.com. Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.

What’s in it for you:

💰 £40,000 - £48,000 ➕ stock options & benefits 

📍This role is remote UK based

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

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.

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