---
title: 'Senior Manager, Supplier Performance, Customer Ops & Specialist Services at Monzo'
canonical: 'https://feeny.ai/job/senior-manager-supplier-performance-customer-ops-specialist-services-monzo-qbyks7k5vk6n'
type: 'job'
last_seen: '2026-11-11'
---

# Senior Manager, Supplier Performance, Customer Ops & Specialist Services at Monzo

- **Company:** Monzo
- **Location:** Cardiff London OR, United Kingdom
- **Work type:** remote
- **Posted:** 2026-11-09
- **Last confirmed live:** 2026-11-11
- **Apply:** https://job-boards.greenhouse.io/monzo/jobs/8365388

## Job description

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as [personal](https://monzo.com/current-account/personal) and [business](https://monzo.com/business-banking) bank accounts, we offer [joint accounts](https://monzo.com/current-account/joint-account), [accounts for 16-17 year olds](https://monzo.com/current-account/16-17), a [free kids account](https://monzo.com/current-account/under-16s) and [credit cards](https://monzo.com/flex) in the UK, with more exciting things to come beyond. Our UK customers can also [save](https://monzo.com/savings), [invest](https://monzo.com/investments)and [combine their pensions](https://monzo.com/pensions) with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

📍London/Cardiff/UK Remote | 💰£68,400-86,550 + equity + Incentive Awards tied to your performance + [Benefits](https://monzo.com/careers/)  ✨

Our Customer Operations & Specialist Services teams⭐

We are recruiting for 4 opportunities across our Customer Operations and Specialist Services teams to join us as Senior Manager in Supplier Performance. We are recruiting for 4 roles, with 1 to join us in each of the following areas: Complaints, VAIB (Vulnerability, Accessibility, Inclusivity and Bereavements), Financial Health and Core Customer Operations.

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.

We are changing how we manage our relationships with our outsourcing partners by driving more responsibility and accountability through our Monzo domain leaders. We need a brilliant Seniors Managers to join this new oversight team, reporting directly to the Directors within each business area.

Partner management is moving right into the heart of our domains. You will be our eyes and ears on the ground, making sure our offshore outsource partners feel like a true extension of Monzo and not just an outsourced supplier. We ensure our partners are set up for success and deliver fantastic customer service.

🔑You’ll play a key role by...

You will act as the vital bridge between Monzo and our external partners to ensure they feel like a true extension of our team. You will drive both operational delivery and a brilliant customer experience. Working closely with our site leaders in South Africa, you will manage day to day service delivery while keeping a close eye on quality, customer satisfaction, and risk management. A key part of your role involves translating our strategic business goals into clear, actionable steps for the partner management team so they are fully equipped to succeed. You will support in domain forecasting and rolling out new processes to make sure they actually work on the floor. Ultimately, you will integrate our partner leaders into our regular performance reviews to foster a genuine one team mindset across the operation.

- Leading a dedicated oversight team: You will directly manage a Supplier Operations Partner who wil focus on Operational Delivery like SLAs, schedule adherence, Customer Experience, quality, and fixing the root causes of repeat contacts.
- Managing the partnership day to day: You will work directly with our outsourced partner Operations Managers to ensure the whole domain is delivering the service, customer satisfaction, quality and risk management we expect.
- Acting as the translation layer: You will turn our strategic business goals into practical, actionable steps for the outsouring management team. You will make sure they are equipped to succeed, rather than just telling them when they miss the mark.
- Tracking and managing performance: You will work alongside our partners to oversee all aspects of day to day service management, including handling risk events and stepping in to engage partners directly when performance drifts.
- Forecasting and planning: Alongside WFM you will raise and approve forecast requests and manage the end to end domain forecasting process for our partners.
- Owning change execution: You will handle the end to end definition and execution of change through our partners, ensuring any new processes or solutions are actually fit for purpose on the floor.
- Integrating the teams: You will support the domain Director to embed Teleperformance leaders into our existing domain performance review meetings, fostering a one team mindset.

🤩 We’d love to hear from you if…

- You have proven track record of working closely with or managing global offshore partners and can manage to a customer experience, not just a commercial contract.
- You are deeply analytical mindset with the ability to anchor decisions in rigorous data, translating complex metrics into robust business cases that secure senior stakeholder buy in.
- You have a proven track record of leading through others and  can influence, coach, and guide Managers who do not report directly to you.
- You are brilliant at translating complex business goals into simple steps for frontline teams.
- You zoom out when solving operational problems. Don’t just look at the operational team, always think about how your decisions impact the rest of the business.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £68,400-86,550 + equity + Incentive Awards tied to your performance

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

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

➕ Plus lots more! [Read our full list of benefits](https://monzo.com/careers/).

🌈 The application journey has 3 key steps

- Recruiter call (25 minutes)
- Values & Behaviours Interview (60 minutes)
- Role Specific Interview (60 minutes)

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. [You can read them here.](https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo)

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

## #LI-REMOTE #LI-CB4

## Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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](https://monzo.com/blog/diversity-and-inclusion), 2026 [Diversity and Inclusion Report](https://monzo.com/blog/our-2026-diversity-and-inclusion-report) and 2025 [Gender Pay Gap Report.](https://monzo.com/blog/gender-pay-gap-report-2025)

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

## About Monzo

## Company Overview
- **One-liner**: Monzo is a UK-based digital bank offering personal and business current accounts, savings, loans, investments, and insurance through a mobile-first platform.
- **Entity Type**: Private (Series I, unicorn)
- **Headquarters**: London, United Kingdom (offices also in Cardiff, Dublin, and Barcelona)
- **Founded**: 2015
- **Founders**: Tom Blomfield, Gary Dolman, Jonas Huckestein Templestein, Jason Bates, Paul Rippon (current co‑CEOs are Diana Layfield and Conor Walsh)

## Core Business
- Primary industry/industries: Digital banking and financial services (consumer finance, payments, lending)
- Target customers: B2C (personal banking) and B2B/SMB (business banking); primarily UK‑based, with growing EU presence
- Mission or purpose statement: “Building a bank you’d be proud to use” – focused on solving problems, not selling financial products, and making money work for everyone.

## Products & Services
- **Personal Current Account**: Mobile‑banking account with budgeting tools, spending insights, and automated savings. Features real‑time notifications, card controls, and biometric authentication.
- **Business Current Account**: Separate account for small businesses with expense categorisation, invoicing, and integration with accounting software.
- **Savings Pots**: Sub‑accounts inside the app to save toward goals; includes interest‑bearing options.
- **Credit Cards & Loans**: Personal credit cards, overdrafts, and Flex (buy‑now‑pay‑later style borrowing). Also offers personal loans.
- **Investments**: Share dealing and ISA products (introduced in 2024).
- **Insurance**: Home, travel, and gadget insurance (underwritten by partners).
- **Pension Management**: Tools to manage and consolidate pension pots within the app.

## Market Standing
- **Valuation**: $5.2 B (current, per Tracxn; latest round Series I)
- **Key Metric**: Annual revenue £1 B+ (as of 31 Mar 2025), total funding $1.81 B
- **Notable Investors/Partners**: General Catalyst, Passion Capital, Accel (lead investors in previous rounds)
- **Growth Signals**: 15 million+ personal and business customers; headcount of ~3,786 (YoY growth 26.8% per Revelio Labs); expansion into EU via Dublin office; launched investment and pension products in 2024; continued lending product innovation (Flex, credit cards).

## Competitive Advantages
- **Community‑driven product development** – Customers actively suggest features, test the app, and give feedback, creating strong brand loyalty.
- **Mobile‑first architecture** – Built from scratch as a digital‑only bank, offering a seamless user experience with real‑time budgeting and spending insights.
- **Regulatory innovation** – One of the first UK challengers to obtain a full banking licence, enabling deposit‑taking and lending.
- **Open‑source culture** – Engages with the engineering community through open‑source contributions and transparent development.

## Strategic Focus
- **Product expansion**: Deepening lending and investment offerings, and building a wealth management suite.
- **International growth**: Scaling in the European market (office in Barcelona, Dublin hub, and hiring for EU‑focused roles).
- **Embedded finance**: Enabling third‑party services to use Monzo’s banking infrastructure.
- **Operational efficiency**: Using AI/ML for risk management, fraud detection, and personalised financial recommendations.

## Why Work Here
- **Culture**: Open, collaborative, and inclusive; regular community events, yoga, and lunch‑and‑learns; contributes to open‑source software.
- **Remote/Hybrid**: Office‑based roles allow occasional remote work; distributed workers receive equipment budget. Roles in London, Cardiff, Dublin, Barcelona, or UK‑remote.
- **Visas**: Monzo sponsors visas for tech, engineering, and product roles due to Home Office regulations.
- **Learning**: £1,000 annual budget for books, courses, and conferences; regular knowledge‑sharing sessions.
- **Compensation & Benefits**: Annual salary reviews; performance‑based incentive awards (cash/equity mix); pension (4% Monzo contribution, matching up to 6%); private healthcare; life insurance (4x salary); 26 days holiday + bank holidays (or opt‑out for 34 days); 8‑week sabbatical every 5 years; generous family leave (primary caregiver 26 weeks full pay, secondary 13 weeks full pay); paid sick leave; cycle‑to‑work scheme.
- **Office Perks**: Free breakfast, hot lunches twice a week, snacks, and drinks in London office.

## Sources
1. [monzo.com/careers](https://monzo.com/careers) – Benefits, visa policy, flexible working, culture
2. [monzo.com/about](https://monzo.com/about) – Company overview, mission, customer count
3. [tracxn.com/d/companies/monzo](https://tracxn.com/d/companies/monzo/__HguZJzK7Q_qZsyIz1Y4VwV75H5fHjDMtGaXPelPAxpU) – Funding, valuation, revenue, employee count, founders, CEOs
4. [job-boards.greenhouse.io/monzo](https://job-boards.greenhouse.io/monzo/jobs/7963253) – Open roles, location details
5. [reveliolabs.com/companies/monzo-bank/employees](https://www.reveliolabs.com/companies/monzo-bank/employees/) – Headcount growth

## Other roles at Monzo

- [Senior Finance Analyst](https://feeny.ai/job/senior-finance-analyst-monzo-london-z6rmjhney2tg) — London, United Kingdom
- [Lead Product Manager](https://feeny.ai/job/lead-product-manager-monzo-cardiff-london-or-a9jxxkpt6cev) — Cardiff London OR, United Kingdom / London, United Kingdom
- [Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes](https://feeny.ai/job/senior-manager-supplier-performance-fincrime-fraud-disputes-monzo-cardiff-55enbc3s6cvz) — Cardiff London OR, United Kingdom
- [Complaints Policy Manager](https://feeny.ai/job/complaints-policy-manager-monzo-cardiff-london-or-gecabr7f6m5p) — Cardiff London OR, United Kingdom
- [Partner Programme Delivery Lead](https://feeny.ai/job/partner-programme-delivery-lead-monzo-united-kingdom-dp958578th18) — United Kingdom
- [Partner Risk Delivery Lead](https://feeny.ai/job/partner-risk-delivery-lead-monzo-united-kingdom-1bgd5eaf02q1) — United Kingdom
- [Partner Strategy and Delivery Manager](https://feeny.ai/job/partner-strategy-and-delivery-manager-monzo-united-kingdom-z6gr2nhs3fqq) — United Kingdom
- [Partner Estate & Relationship Manager](https://feeny.ai/job/partner-estate-relationship-manager-monzo-united-kingdom-cnyhgs51ds4s) — United Kingdom
- [External Partnerships & Engagement Manager](https://feeny.ai/job/external-partnerships-engagement-manager-monzo-cardiff-london-or-hfvk27qanb8w) — Cardiff London OR, United Kingdom
- [Vulnerability Strategy Manager](https://feeny.ai/job/vulnerability-strategy-manager-monzo-cardiff-london-or-z4esj6n2a1pa) — Cardiff London OR, United Kingdom