Head of Outsourcing (Customer Service SMB)

Warsaw - hybrid

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity
As Head of Outsourcing at Customer Service (CS) SMB, you will support the CS SMB teams to drive the best possible quality and productivity through the various outsourcing partners; also referenced extended teams. You build strong relationships with our outsource suppliers and your peers that depend on these external teams’ contribution. You oversee the delivery of services to all CS teams based on the Master Service Agreements and other service orders and you adjust these where needed and seek relevant alignment internally. You manage these contracts with the suppliers and manage the implementation of adjustments or migrations. You are responsible for defining and obtaining a jointly defined outsourcing and footprint strategy and you determine the overall governance rules including the overview of subcontractors.

You and your team are facilitating the execution and further optimization of the CS SMB target operating model to support all Onboarding and Merchant Care activities across all regions and markets. You ensure invoicing and payments are in line with contractual agreements and that the accrual process works as expected to ensure budget and actuals are closely connected. You lead the Purchase Order process to ensure timely approval to ensure business continuity.

Your leadership will drive excellence in outsourcing delivery, ensuring seamless coordination and collaboration across multi-country and diverse teams to meet the evolving needs of our customers and merchants in relation to our Order to Cash- and Problem to Resolution processes where applicable. Through people engagement and the right controls and governance, you will achieve high-quality external performance and cost efficiency on a global scale.

If you are a visionary leader with a passion for driving performance through external teams, we invite you to join us on this exciting journey. Together, we will redefine the standards of excellence in Customer Service (CS). We're looking for a passionate collaborator, a self-starter driven by a thirst for operational excellence and optimization. If you're ready to inspire, motivate and be part of a dynamic team exposed to constant change, join us in shaping the future of customer service excellence!

Day-to-Day Responsibilities

• Creating the strategy for Outsourcing jointly with business partners, enabling highest quality at lowest cost anticipating future platform developments and operating model
• Ensuring cost models develop towards the highest value for Worldline (output based rather presence) and continuous optimization
• Identifies internal customers’ needs (CS teams) and translates them to the outsourcing plans
• Defines & maintains the best practice for SOW with outsourcing companies
• Ensuring great performance outcomes by our Outsource partners
• Ensuring continuous cost optimization and business continuity
• Support execution of the CS SMB strategy, its operating model, its footprint and ongoing refinement
• Creating a culture of psychological safety and high performance, bringing out the best in our people
• Engagement, development and effectiveness of direct reports, indirect teams and outsource partners
• Ensure 3rd party compliance
• Overseeing and implementing all relevant global projects impacting Outsource partners
• Improving efficiency of all CS processes in cooperation with relevant managers
• Build strong Global team- and stakeholder management
• Contribute by identifying and facilitating the introduction of new solutions and technologies suggested by Outsource partners
• Collaboration to enable an effective and happy engagement-model fostering ownership and accountability and driving a culture of continuous improvement and constructive problem resolution
• Effective communication to enable and facilitate strong people engagement and translate strategies into tactical plans to enable performance stability and improvements
• Implement processes and procedures in line with international functioning and needs
• Takes end-2-end accountability for Outsourcing management, coordinates internally assuring operational readiness according to the Nearshoring/Outsourcing strategy
• Analyses & challenges CS business demands and current methods of outsourcing service and identifies, recommends and implements improvements
• prepares the recommendations for outsourcing
• Leads and/or contributes to RFP process and takes part in partners’ selection
• Manages transitions migrating from one supplier to another.
• Manages the critical contract deadlines
• Ensure understanding of market and competence center needs to balance proximity, quality and efficiency through Outsourcing
• Ensure understanding of projects impacting Outsource partners and oversee timely communication
• Create, commit, comply and report on Outsourcing budget and optimization deliverables by applying business acumen in approach, focus and solution orientation
• Task agility to adapt quickly and effectively respond to changes and new challenges and changing priorities
• Provides internal reporting towards WL management and ensures appropriate internal escalation and reports on supplier’s overview and cooperation statuses
• Negotiates, follows and implements the execution of contractual obligations

Who Are We Looking For

• BPO: Proven experience as Manager in an international environment and outsourcing industry or/and shared services/ BPO
• Leadership: A transformational stylecombined withextensive senior leadership experience connecting with different levels of the organization (C-level, operational,…)
• Global Perspective: Experience working with cross-functional and multi-country teams, with a good understanding of cultural nuances and international business dynamics.
• Performance Metrics and KPIs: Proficiency in importance of 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 (spoken & written) to interact with diverse stakeholders across functions and geographies. Strong interpersonal skills to build relationships, collaborate effectively and influence across all levels of the organization.
• Problem-Solving & Analytical Skills: Strong analytical skills to identify issues, analyze data, and develop effective solutions. Ability to zoom-in and troubleshoot/resolve complex challenges. Knows the client organization and understands how decisions are formed.
• Payment Industry Expertise: Understanding trends, technologies, and best practices.
• Customer Centricity: A passion to drive exceptional experiences focused on merchants’ success.
• Strategic Planning & Execution: Align CS with organizational goals and develop and implement efficient processes and systems, and translating business goals into actionable plans and initiatives.
• Technical Proficiency: Familiarity with internals tools and general understanding of automation and technology. Proven ability to drive innovation, contributing to quality and efficiency improvements.
• Cross-Functional Management: Ability to manage and integrate multiple functions and strong collaboration skills to work effectively with internal teams and with 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. Ability to manage risks and ensure adherence to legal and ethical standards.
• Educational Background: Bachelor’s degree in Business Administration, Operations Management, or a related field. MBA or other advanced degree preferred.

Perks & Benefits