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Head of Outsourcing

4 tygodni temu

Warszawa, Mazovia, Polska TN Poland Pełny etat
Job Title: Head of Outsourcing (Customer Service SMB)

Client: Worldline

Location: Warsaw, Poland

Job Category: Other

EU work permit required: Yes

Job Description:

The Opportunity

As Head of Outsourcing at Customer Service (CS) SMB, you will support the CS SMB teams to drive quality and productivity through outsourcing partners. You build strong relationships with suppliers and peers reliant on external teams.

You oversee service delivery to all CS teams based on Master Service Agreements and other service orders, adjusting as needed for alignment internally. You manage contracts with suppliers and implement adjustments or migrations.

You are responsible for defining an outsourcing and footprint strategy and determining governance rules, including subcontractor oversight. Your leadership drives excellence in outsourcing delivery, ensuring seamless coordination across diverse teams.

Through people engagement and controls, you achieve high-quality external performance and cost efficiency globally. If you're a visionary leader passionate about driving performance through external teams, we invite you to join us.

Together, we'll redefine customer service excellence standards. We seek a collaborative self-starter driven by operational excellence and optimization. Join us in shaping the future of customer service.

Day-to-Day Responsibilities

  • Create outsourcing strategies jointly with business partners for highest quality at lowest cost.
  • Ensure cost models develop towards highest value for Worldline and continuous optimization.
  • Identify internal customers' needs and translate them into outsourcing plans.
  • Maintain best practices for SOWs with outsourcing companies.
  • Ensure great performance outcomes from outsource partners.
  • Ensure continuous cost optimization and business continuity.
  • Support execution of the CS SMB strategy and ongoing refinement.
  • Build a culture of psychological safety and high performance.
  • Engage, develop, and motivate direct reports, indirect teams, and outsource partners.
  • Ensure 3rd party compliance.
  • Oversee global projects impacting outsource partners.
  • Improve CS process efficiency in cooperation with managers.
  • Build a strong global team and stakeholder management.
  • Contribute to introducing new solutions and technologies suggested by outsource partners.
  • Facilitate an effective and happy engagement model fostering ownership and accountability.
  • Implement processes and procedures in line with international functioning and needs.
  • Take end-2-end accountability for outsourcing management and coordinate internally for operational readiness.
  • Analyze and challenge CS business demands and current methods of outsourcing service.
  • Prepare recommendations for outsourcing and lead RFP processes.
  • Manage transitions migrating from one supplier to another and critical contract deadlines.
  • Ensure understanding of market and competence center needs to balance proximity, quality, and efficiency.
  • Ensure timely communication and create, commit, comply, and report on outsourcing budget and optimization deliverables.
  • Provide internal reporting and ensure escalation and reports on supplier overview and cooperation statuses.
  • Negotiate and follow contractual obligations.

Who Are We Looking For

  • BPO Experience: Proven experience as Manager in an international environment and outsourcing industry or/and shared services/BPO.
  • Leadership: A transformational style combined with extensive senior leadership experience connecting with different levels of the organization.
  • Global Perspective: Experience working with cross-functional and multi-country teams with good cultural nuances understanding and international business dynamics.
  • Performance Metrics & KPIs: Proficiency in driving and monitoring performance through (KPIs). Data-driven approach to decision-making and performance evaluation.
  • Program Management: Expertise in leading and managing large projects. Ability to adapt to and drive change in a dynamic business environment.
  • Communication & Interpersonal Skills: Excellent English communication skills to interact with diverse stakeholders. Strong interpersonal skills to build relationships and collaborate effectively.
  • Problem-Solving & Analytical Skills: Strong analytical skills to identify issues, analyze data, and develop effective solutions.
  • Payment Industry Expertise: Understanding trends, technologies, and best practices.
  • Customer Centricity: Passion to drive exceptional experiences focused on merchants' success.
  • Strategic Planning & Execution: Align CS with organizational goals and develop efficient processes and systems.
  • Technical Proficiency: Familiarity with internal tools and general understanding of automation and technology.
  • Cross-Functional Management: Ability to manage and integrate multiple functions and collaborate effectively with internal teams and external partners.
  • Results-Oriented: Results-driven mindset with a focus on achieving measurable outcomes and driving business success.
  • Cost Management & Efficiency: Expertise in cost management and operational efficiency. Experience in driving performance improvements while minimizing costs.
  • Compliance & Risk Management: Knowledge of regulatory and compliance requirements in various CS processes.
  • Educational Background: Bachelor's degree in Business Administration, Operations Management, or a related field. MBA or other advanced degree preferred.

At Worldline, you'll be part of a company guided by a strong purpose to do good and recognized as top 1% most sustainable companies worldwide. You'll also have the chance to work with inspiring colleagues and be empowered to learn, grow, and accelerate your career.