Supplier Performance & Relationship Manager

As a Supplier Performance & Relationship Manager, you’ll be responsible for the day-to-day management of our Core Banking Outsourced Operation. You will work closely with global operations teams within the business to deliver exceptional customer service efficiently through our partners, ensuring consistency and partnership between the inhouse team and outsourced partners. Responsibilities include: *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. *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. *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