Senior Operations Outsourcing Manager
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.
Monzo customers already love the service they receive from our teams. As we grow, we want to build on this and believe that working with operational suppliers gives us the opportunity to continue to build great customer relationships through both our internal and third party teams.
About the role:
We're looking for a Senior Operations Outsourcing Manager to join our operations outsource team reporting into the Operations Director of Outsourcing and Workforce management.
You’ll work closely with the operations team in order to ensure consistency and partnership between the inhouse team and outsourced suppliers, as well as continually learning and driving improvements.
You’ll be making sure that, as we scale up our supplier footprint, we are fully in control and giving our customers an amazing service. You’ll help shape the future footprint of outsourcing at Monzo and help us integrate the suppliers to be an extension of our amazing in-house team.
Your day-to-day
- Defining outsourcing / supplier strategy for Monzo’s operations over the next 12-18 months
- Being accountable for delivering the plan to maximise cost opportunities and customer/Customer Operations agent (COp) experience.
- Being the operations expert on outsourcing opportunities and working with senior stakeholders to execute plans
- Act as the key contact for senior supplier management/ escalations, including risk management, governance structure and engagement.
- Performance oversight, supporting your team to optimise suppliers and drive performance
- Drive forward our customer servicing mission by ensuring the highest standards are met across your suppliers
- Ensuring contract, Monzo’s third party management policy and invoicing are controlled and effective
- Managing against the relevant Risk and controls whilst partnering with 1st / 2nd LOD ensure these are fit for purpose to manage Monzo’s risk exposure
- Point of escalation between Supplier and Monzo teams including building strong working relationships with Domain Leads (Heads of) the areas that your outsourcing partner are delivering for
- Identifying and delivering mutually beneficial opportunities with suppliers that deliver value for them and Monzo
- Manage a team of direct and indirect reports to support the management of our partners, including supporting change and customer experience initiatives
✈️ Travel: at least once per quarter to our international supplier sites
You should apply if you:
- Have experience working with and managing Operational suppliers. Experience of managing large operations under rapid growth is a huge plus - especially within a Fraud or FinCrime setting.
- Are used to working in a fast paced environment and dealing with shifting priorities
- Care deeply about inclusiveness and diversity
- 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
- Experience of onboarding new suppliers at speed and volume would also be a huge plus
- Can demonstrate experience with managing and developing people
The interview process:
Our interview process involves 4 main stages:
- Short call with a Monzo Recruiter
- Initial video-call with the Hiring Manager (30 mins)
- Full Loop Interviews (2 - 3 sessions held over GoogleMeet)
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 process but if you do have any specific questions ahead of this please contact us on core-hiring@monzo.com
⏳Applications close at 6pm on 8th February
What’s in it for you:
💰 £65,000 - 90,000 Dependent on Experience ➕ plus stock options & benefits
📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).
⏰ 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 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 2022 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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