- Company: Monzo
- Location: Cardiff, London or Remote (UK)
- Job type: Full-time
- Salary: £68,400-86,550 + equity + Incentive Awards
✅ Visa sponsor check: Monzo Bank Ltd (London) is on the UK Home Office register of licensed sponsors for Skilled Worker, Global Business Mobility: Senior or Specialist Worker (A rating), checked 12 November 2026. Being a licensed sponsor doesn’t guarantee sponsorship for this role: confirm it with the employer, and never pay anyone for a Certificate of Sponsorship.
About the role
Monzo is seeking four Senior Managers to join its Customer Operations and Specialist Services teams. You will be part of a new oversight structure that moves partner management closer to the core business domains. Your primary goal is to ensure offshore outsourcing partners act as a true extension of the Monzo team, delivering excellent customer service while maintaining cost efficiency and accountability.
Responsibilities
- Lead an oversight team: Directly manage a Supplier Operations Partner responsible for operational delivery, SLAs, schedule adherence, and quality control.
- Manage daily partnerships: Work with outsourced partner Operations Managers to ensure service levels, customer satisfaction, and risk management meet Monzo standards.
- Translate strategy: Convert strategic business goals into practical, actionable steps for the partner management team to support their success.
- Monitor performance: Oversee day-to-day service management, handle risk events, and engage partners directly when performance drifts.
- Handle forecasting: Collaborate with Workforce Management to raise and approve forecast requests and manage end-to-end domain forecasting.
- Execute change: Define and implement new processes or solutions, ensuring they are fit for purpose on the operational floor.
- Foster integration: Embed partner leaders into regular domain performance reviews to promote a unified team mindset.
Requirements
- Proven experience working closely with or managing global offshore partners, with a focus on customer experience rather than just commercial contracts.
- A deeply analytical mindset, with the ability to use rigorous data to anchor decisions and create robust business cases for senior stakeholders.
- Experience leading through others, including influencing, coaching, and guiding managers who do not report directly to you.
- Strong ability to translate complex business goals into simple, clear steps for frontline teams.
- A holistic approach to problem-solving that considers the impact of decisions on the wider business.
Pay and benefits
- Salary range of £68,400 to £86,550.
- Equity and Incentive Awards tied to performance.
- Flexible working hours with trust-based scheduling.
- £1,000 annual learning budget for books, training, and conferences.
- Home working setup support, including a MacBook and additional equipment for fully remote workers.
How to apply
Apply directly on Monzo’s own careers website. Omadaily never charges job seekers.
