Head of Outsourcing

As part of the Customer Relations Department, you will be part of the Partner team and will assist the Production Manager in managing all partners working in the Customer Relations area (Customer Service & Content).

Job Description

1. Manage the Outsourcing team and drive its evolution.
2. Ability to manage, motivate, and develop a high performing team.
3. Drive the delivery of the Outsourcing strategy and the optimisation of the vendor management.
4. Develop & maintain a healthy and effective relationship with vendor management.
5. Manage the vendors in order to respect contractual commitments on customer relationship activities: compliance with quantitative and qualitative KPIs.
6. Lead steering committees with vendors and ensure corrective actions are taken in case of contractual deviations.
7. Manage suppliers: define partners and be able to handle all operational situations (ramp up/down).
8. As a key asset, accountable for negotiating contracts with support from the Purchasing Manager.
9. Accountable for the budget for the vendors (incl. invoicing, cost tracking, and budget adherence, forecast, cost saving opportunities) & the volume forecasts.
10. Work in collaboration with vendors collecting their needs & sharing needs with internal counterparts to be more efficient.
11. Drive Key Performance Indicators (KPIs) with the input of the Head of CS Operation and the Head of CS Fraud & moderation.

Qualifications

1. Ideally 10+ years of experience in vendor management and minimum of 5+ years of experience in people management.
2. Strong leadership and team management skills, with a track record of inspiring and guiding teams.
3. Strong business and financial affinity.
4. Good interpersonal skills to create a relationship of trust with partners or be demanding on results.
5. Excellent communication and interpersonal skills with the ability to effectively communicate to executives and internal stakeholders.
6. Strong verbal & written communication skills.
7. Proven ability to be successful in leadership position achieving goals and driving results.
8. Excellent problem solving, analytical ability.
9. Flexibility and adaptability to manage teams through changing business environment.
10. Proficiency in project management to plan, execute and anticipate projects.