Partner Estate & Relationship Manager

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 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 beyond. 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 ❤️

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📍UK Remote (with essential travel to our global offshore sites) | 💰£51,200 - £64,700 + Incentive Awards + Benefits ✨

Our Global Ops Team ⭐️

Monzo’s mission is to make money work for everyone. Our operational partners are an important part of how we scale brilliant customer service, support sustainable growth and build resilient and cost effective operations globally.

Global Operations is responsible for the health, governance and strategic value of Monzo’s partner estate. We bring together the relationship, contract, commercial position, engagement and risk context so that each partner is managed through one joined up and proportionate view.

As a Partner Estate & Relationship Manager, you’ll be the main ongoing relationship owner for the partners and suppliers assigned to you. You’ll work within the strategy, goals and standards set by the Senior Partner Estate & Relationship Manager, using strong judgement and a high level of independence to drive issues, opportunities and commitments through to resolution.

You’ll apply Monzo’s Partner Management Framework, lead effective partner governance and make sure our relationships, contracts and commercial arrangements support the outcomes Monzo, Operations and our customers need.

You’ll build strong working relationships with partner client management teams and Operations leaders globally. Operations will own detailed day to day service performance. You’ll stay closely connected to understand what is working, where partners are struggling and where the relationship, contract, commercial arrangements or partner environment need to change.

This is an individual contributor role with no direct reports. You’ll lead through your expertise, judgement and influence, bringing together colleagues across Monzo and our partners to deliver shared outcomes.

🔑 You’ll play a key role by...

Own your Partner relationships

• Relationship & stakeholder ownership: Own the ongoing relationship for assigned operational and technical partners, building trusted and constructive relationships across internal and external teams to enable effective partner management.
• Framework & health oversight: Apply Monzo’s Partner Management Framework to maintain a risk-proportionate view of overall partner health, contract performance, commercial value, and risk.
• Proactive issue resolution: Identify risks, capability gaps, and opportunities early, driving prompt resolution or escalating material concerns with evidence-based recommendations.

Lead Partner governance

• Monthly review leadership: Plan and lead monthly partner reviews, synthesising overall relationship health into strategic, actionable narratives without duplicating line-by-line operational reporting.
• Governance & action tracking: Drive rigorous governance execution, ensuring accurate reporting, clear action ownership, and verified impact before closing commitments.
• Quarterly Business Reviews: Collaborate with the Senior Partner Estate & Relationship Manager to prepare clear, evidence-based QBR materials aligned with Monzo’s broader governance framework

Manage contracts, commercial activity and records

• Contract lifecycle and management: Own end-to-end contract management of partners assigned to you —including amendments, renewals, pricing models, and change notices—regularly reviewing and updating terms to align with Monzo's needs and enforcing compliance to hold partners accountable.
• Financial oversight & commercial value: Lead invoice reconciliation, spend forecasting, and budgeting alongside Finance, while driving initiatives to improve commercial value, flexibility, and customer outcomes.
• Reporting & stakeholder governance: Deliver data-backed monthly partner health reporting and collaborate cross-functionally with Legal, Procurement, and Finance to ensure compliant, well-governed execution

Enable operations globally

• Operational & strategic alignment: Maintain continuous engagement with global Operations leads to understand and anticipate business needs, align partners with Monzo’s strategy, and translate priorities into clear partner commitments.
• Systemic issue resolution: Leverage service performance trends to identify macro issues, driving cross-stakeholder accountability to resolve complex, multi-service blockers.
• Contract support & service transition: Ensure core operational contract terms (e.g., forecasting, change, training) adapt to business needs, overseeing the smooth transition of new or updated services into ongoing governance.

Deliver goals, improvements and value

• Strategic execution: Translate pillar goals into clear priorities for assigned partners, driving key workstreams across governance enhancement, Partner Management Framework adoption, and relationship recovery.
• Value & model optimisation: Build evidence-based proposals to enhance service quality, driving end-to-end execution of champion-challenger and outcome-based commercial models.
• Scalability & best practices: Identify process bottlenecks across relationship and contract management, leading continuous improvements to ensure frameworks scale effectively across the team.

Support engagement, risk and resilience

• Partner engagement: Collaborate with the Partner Engagement Lead providing insight into the needs, strengths and concerns within the partner relationships you manage and supporting agreed engagement activity.
• Risk, assurance and remediation: Partner with Risk and Third Party Risk Management to integrate material risks, incidents, and assurance evidence into governance routines, actively tracking remediation actions and promptly escalating delays.
• Resilience & continuity ownership: Take ownership to make sure that contractual responsibilities for resilience, continuity and controls are understood and reflected in partner plans. This will be facilitated through building strong relationships with partners by occasional travel to sites.

Lead through expertise and influence

• Autonomous decision-making: Drive complex relationship, contract, and commercial outcomes independently, utilising evidence-backed judgment to propose clear solutions during escalations.
• Cross-functional influence: Influence internal Monzo and partner leadership without formal authority, providing strategic insight to senior stakeholders.
• Domain expertise & coaching: Act as a subject matter expert in partner governance, coaching colleagues and offering constructive challenge to raise team standards.

🤩 We’d love to hear from you if…

• Have strong experience managing operational partner, outsourcing or supplier relationships, ideally within financial services or another regulated environment.
• Can build credible and appropriately challenging relationships with partner client management teams, operational leaders and internal stakeholders.
• Ability to travel within the UK and internationally when required. We currently have sites in India, Romania and South Africa, with plans underway for the EU.
• Have experience managing contracts, charging models, renewals, amendments, performance measures and commercial commitments.
• Understand invoice reconciliation, budgeting and forecasting and can use operational, workforce and financial data to identify and explain differences.
• Can lead effective monthly partner governance and turn detailed information into a clear overall view of relationship health.
• Can prepare clear and accurate information for business governance, supported by strong evidence and recommendations.
• Keep accurate and well organised records of contracts, decisions, actions, commitments, ratings and key dates.
• Can work with a high level of independence, take ownership of complex problems and drive them through to resolution.
• Use data and evidence to explain issues, identify opportunities and influence key stakeholders.
• Can influence across Operations, Procurement, Finance, Legal, Risk and other specialist teams without relying on formal authority.
• Can distinguish between a detailed service performance issue and a wider relationship, contractual, commercial or partner concern.
• Have experience leading defined projects or improvements and can manage actions, dependencies and stakeholders through to delivery.
• Can identify where existing ways of working will not scale and lead practical improvements that benefit the wider team.
• Are comfortable working across different countries, locations and cultures and can adapt your approach while maintaining consistent standards.
• Communicate clearly in writing and verbally, including when handling difficult conversations or challenging missed commitments.
• Understand the risk, resilience and control considerations associated with third party operations and know when to involve specialist teams.
• Care deeply about customer outcomes, inclusiveness and diversity and role model Monzo’s values in how you work with colleagues and partners.

🌈 The application journey has 4 key steps:

• Application questions
• 30 minute Recruiter Call
• Practical take-home task
• Competency-based interview around Stakeholders and Values

🙌 What’s in it for you

💰 £51,200 - £64,700 + Incentive awards + Benefits ✨

📍Distributed working within the UK (with ad hoc meetings in London) and essential international travel to our offshore partner sites.

🏡 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.

Our average process takes around 4 weeks but we'll always work around your availability. You'll have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact ninaebanksmetcalfe@monzo.com

🤖 We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

Applications will close once a sufficient number of high-quality submissions are received, so early application is strongly encouraged.

#LI-REMOTE #LI-NEM

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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 😊