Service Delivery Manager/ Outsourced Manager

About Payoneer

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 markets.

By taking the complexity out of the financial workflows–including everything from global payments and compliance, to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.

Hong Kong / Full time

Role Summary

This role is responsible for overall vendor performance and cascading information, in alignment with Payoneer business priorities and culture.

This role also monitors and steers performance, develops, and tenaciously influences the achievement of Payoneer Ops objectives in an efficient and procedurally compliant manner. Vendor Manager should balance the best interest between Payoneer and its approved vendor partner. A Vendor Manager focuses tirelessly on ownership, exceptional customer service and operational excellence.

What you’ll do

• Own vendor relationship and performance
• Facilitate cross-functional collaboration with various internal departments to align operational strategies
• Continuously optimize processes and identify opportunities for performance and stability of the teams
• Track, measure, report and evaluate vendor performance
• Liaise with vendors periodically and consistently to understand issues and barriers to meeting performance target
• Report on performance in respective forums with senior leadership and other teams as required
• Troubleshoot all vendor problems, and present mitigation plans to management as required
• Set and review measurable targets, guidelines, and action plan with vendors, and ensure that they align with the overall business goals of the Payoneer
• Actively identify opportunities to continuously enhance efficiency and quality delivered by external vendors
• Attend all vendor-related meetings that are critical to overall performance

Who you are

• At least 5 year’s experience in the management of outsourced suppliers delivering customer-facing support, ideally in the financial services/fintech industry
• Extensive contact center and/or operations experience
• Experience in supporting global customers in a multilingual environment
• Proven project management skills, with the ability to prioritize and manage multiple projects concurrently while meeting deadlines

The Payoneer Ways of Working

Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.

Continuously improve
Always striving for a higher standard than our last.

Do it. Own it.
Being fearlessly accountable in everything we do.

Build each other up
Helping each other grow, as professionals and people.

If this sounds like a business, a community, and a mission you want to be part of, click now to apply.