We’re looking for a Head of CS Outsourcing Vendor Management to lead the CS vendor management teams in Wise. The Lead is responsible for supporting all vendor managers for the chosen function and overseeing all outsourcing work.

The Head of CS Outsourcing Vendor Management is a key stakeholder to the Head of CS on topics related to outsourcing strategies and expansion plans, among other things. They are actively involved in support squad related topics and projects.

Your mission, should you choose to accept it:

• Leading the CS Outsourcing Vendor Managers globally - Ensure the vendor managers are equipped with all the necessary tools, trainings and support to perform their daily tasks.

• Vendor Accountability and Risks - Works with vendors to ensure they provide the contracted services in the best way possible. Is aware of additional risks around Outsourcing and works on any relevant mitigations.

• Working with data & reporting - Works with the Reporting team and analysts on outsourcing specific metrics as well as agent performance data to support the vendor managers.

• Outsourcing strategy and cross-tribe work - Active involvement in the development and continuous improvement of the outsourcing process. Assesses the efficiency and cost effectiveness of outsourcing in the relevant vendors, as well as on a global level. Manages the outsourcing capabilities cross-region, along with their team.

• Living the values - Build your team’s culture and set a great example by living our values on a daily basis.

A bit about you:

• You’re fully fluent in English, and you have excellent verbal and written skills

• You’ve got experience as a lead of leads, or as a lead of vendor managers / third party managers

  • Prior experience in working with vendor management or outsourcing are a benefit.

• You’ve got great people skills and you’re a great relationship builder. You can manage many stakeholders.

• You’ve got strong analytical skills - you are comfortable with data, including setting and tracking KPIs

• You’ve got a sharp attention to detail, focus on accuracy, and are independent in your work. You enjoy owning your work and leading projects when needed

• You’re focused on the outcome for the customers, the team, and the company.

• You’ve got a strong aptitude for learning new skills and you’reproactive in up-skilling yourself

• You have a vision, and you know how to turn that into an effective long term strategy.

We have a very impactful team, close-knit team. We are located across 5 offices - Tokyo, Singapore, Tallinn, Budapest and Tampa, so the ability to juggle work across time zones is a necessary skill. It’s up to you to hold a healthy balance.

We are all working on an agreement of honesty - we do what we promise, ask help when it’s needed, help others if help is asked. Every member of the team is crucial and has an effect on the rest of the team. 

We’d like you to write up a Cover Letter, covering the following questions:

• How do you see the Vendor Management team cooperating with the relevant internal operational leadership, to ensure all goals are met and vendors are enabled to do their best work?
• What are the biggest challenges we’ll face in the next 2 years, as a rapidly growing vendor management organization and what will we need to do to overcome them?

Please note that applications without a cover letter won’t be considered.

We're people without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences.

Every Wiser should feel that they can be themselves at work. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer's needs and life experiences and makes sure we leave no-one behind on our journey to mission-zero.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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