- 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 11 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 looking for a Senior Manager to join the FinCrime, Fraud and Disputes team while supporting the Supplier Performance function. This role involves leading a new oversight team that reports directly to Directors within each business area. You will act as the bridge between Monzo and external partners, ensuring they feel like a true extension of the team rather than just a supplier. The goal is to drive operational delivery, customer experience, and accountability through domain leaders.
Responsibilities
- Lead a dedicated oversight team, including managing a Supplier Operations Partner focused on operational delivery, SLAs, and customer experience.
- Manage day-to-day partnerships with outsourced partner Operations Managers to ensure service, quality, and risk management standards are met.
- Translate strategic business goals into practical, actionable steps for the outsourcing management team.
- Track and manage performance, handling risk events and engaging partners directly when performance drifts.
- Work with Workforce Management (WFM) to raise and approve forecast requests and manage end-to-end domain forecasting.
- Own the end-to-end definition and execution of change through partners, ensuring new processes are fit for purpose.
- Support the domain Director in embedding partner leaders into regular performance review meetings to foster a one-team mindset.
Requirements
- Proven track record of 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 anchor decisions in rigorous data and translate complex metrics into robust business cases.
- 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 steps for frontline teams.
- Ability to zoom out when solving operational problems and consider the impact 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 to work enough hours to do the job well.
- £1,000 annual learning budget for books, training courses, and conferences.
- Home working setup support, including a MacBook and additional support for fully remote workers.
How to apply
Apply directly on Monzo’s own careers website. Omadaily never charges job seekers.
