By Referrals Only

Supplier Performance & Relationship Manager

By Referrals Only

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Salary

💰 £50,200 - £63,475 per year

About the role

  • Act as primary contact for day-to-day supplier management, including governance structure and supplier communications
  • Performance oversight, including reporting of performance, analysing data and working closely with our suppliers to drive great performance
  • All vendor management tasks, including managing to contract, Monzo’s third party management policy and invoicing
  • Collaborate with WFM teams to ensure excellent service. Reviewing forecasts and creating/ partnering to build robust planning processes with clear governance
  • Work with Monzo’s Ops Risk and control Manager to ensure effective oversight and incident management and controls are in place and tested appropriately
  • Point of liaison between Supplier and Monzo teams for e.g. annual policy reviews, process changes or escalations
  • Identifying and delivering mutually beneficial opportunities with suppliers that deliver value for them and Monzo
  • Manage a team of Performance & Continuous Improvement partners to create a seamless partnership between our global teams and identify opportunities to improve customer and colleague experience, whilst focusing on cost goals
  • Lead performance roadmaps of areas of opportunity across each service area, ensuring our contract as the metrics that represent the outcomes we are looking to achieve and not generic measures
  • Champion process improvements within the team, and coach and develop the team to ensure a customer first culture
  • Identify, spot opportunities for better performance with Key Performance Indicators of your domain, collaborating to fix any issues
  • Remove blockers for partners to solve service or quality issues independently. Work collaboratively to drive efficiency
  • Be a liaison between the partner and Monzo teams on the day to day delivery for those operational areas being serviced and able to effectively prioritise accordingly
  • Encourage partners to drive continuous improvement and gather ideas to make COps lives’ easier, customer journeys amazing, and reduce costs
  • Work closely with our Change and CX teams to understand what’s coming for your domain and be a support for those initiatives when required to help them embed and be delivered successfully and drive excellence across all workstreams.

Requirements

  • Have experience in managing large operational third party suppliers across multiple contact channels
  • A track record of building strong working relationships
  • 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 partner performance, using metrics and holding partners 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
  • Performance and team management is essential
  • Are comfortable and able to travel overseas to partner locations 3-4 times per year.
Benefits
  • £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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
vendor managementperformance oversightdata analysiscontract managementincident managementKey Performance Indicatorsprocess improvementteam managementoperational performance
Soft Skills
relationship buildingadaptabilitycustomer servicecollaborationproblem-solvingleadershipcommunicationinclusivenessautonomyprioritization