Senior BPO Manager at Monzo - Fintech Career Growth in Columbus
Career & Market Insight
This Senior Manager role at Monzo sits at an interesting intersection of vendor management, operational leadership, and fintech scale-up culture. Monzo is one of the UK's most prominent neobanks with over 10 million customers, placing this role in a high-visibility, high-stakes environment.
Compensation: The £68,400–£86,550 salary band is competitive for a UK Senior Manager in fintech operations, sitting broadly in line with market rates for BPO/outsourcing senior management roles in London (typically £65k–£90k). The addition of equity and performance incentives meaningfully sweetens the total package, especially given Monzo's growth trajectory.
Skills you'll build:
- Global BPO governance and offshore partner management (high demand in regulated industries)
- FinCrime and fraud operations oversight — a niche, well-compensated specialism
- Stakeholder influence without direct authority — a core leadership competency
- Workforce management forecasting and change execution at scale
Green flags: Reporting directly to a Director signals real seniority and visibility. The role is newly created, meaning you'll shape how partner management works at Monzo — a strong career-building opportunity. Flexible hours and remote-first culture suggest a mature, trust-based environment.
Watch points: The role involves managing partners in South Africa (Teleperformance), which may require occasional travel and irregular hours. The "newly created" nature of the oversight team also means some ambiguity in processes — rewarding for self-starters, potentially frustrating for those who prefer established structures.
🚀 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 and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come. Our UK customers can also save, invest and combine their 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 ✨
Our FinCrime, Fraud & Disputes Teams ⭐
We are recruiting a Senior Manager to join our FinCrime, Fraud and Disputes team, whilst supporting our Supplier Performance function. 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 Senior Manager 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...
- Leading a dedicated oversight team: You will directly manage a Supplier Operations Partner who will focus on operational delivery — including 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 outsourcing management team, making 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 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 a 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 have a 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 — you don't just look at the operational team, you 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
- ⏰ Flexible working hours — we trust you to work enough hours to do your job well, 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.
🌈 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.
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.
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, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.
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 😊
Frequently Asked Questions
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