BPO Manager – Europe

Company Description

Delivery Hero is present in 70+ countries across four continents and is on a mission to deliver anything, straight to customers’ doors. The company started as a food delivery service in 2011 and today runs its own delivery platform on four continents. As a part of its Global Tech Hub strategy, Delivery Hero centralized its product and technology teams and officially launched the 4th Tech Hub in Türkiye in 2022. Created in Türkiye with a view to serving the platforms operating within Delivery Hero, the Delivery Hero Tech Hub is among the largest technology hubs operating within Delivery Hero.

Job Description

The Manager of BPO – EU role will be accountable for the success of the EU BPO network service delivery. This role is the selection of the Partners that provide our service, ensuring we have contracts that outline the parameters of our delivery, and ensuring the ongoing positive relationships with our Partners and internal stakeholders. All of these requirements must fit within our financial requirements and continue to provide excellent outcomes for our customers, riders, and vendors. Manages a team of Vendor Managers that connect internal Marketplace teams with the Partners through ongoing governance. This is a senior position, requiring deep knowledge of the outsourcing space, excellent communication skills, and proficiency in experience and financial oversight of large scale delivery systems. You will be the individual ultimately accountable for outsourcing delivery in EU.

Key Responsibilities:

• Build and maintain the Partner “footprint” in the EU, ensuring we have a network of providers that can meet all needed agent profiles and total volumes. This network should have 100% attainment of the capacity requirements each month measured by delivered hours against requested hours.
• Ensure all Partners within this footprint are compliant on a contractual basis. Current, active agreements that meet the Pandora standards and maintain the account relationships to predict and project impact of upcoming contractual changes to overall cost and allocations
• Accountable for the overall CSAT and QA for BPO Partners ensuring Pandora process/ policy is applied properly, agents are trained and compliant, and customer experience feedback on product enhancements, policy feedback, and contact drivers are relayed back into the corresponding internal Pandora owners
• Accountable for the financial oversight of the BPO network in the EU. This includes hitting targets on overall cost, costs per contact, and agent pricing. Knowing the market rates, skills, and language proficiency possible on a global scale within Partners
• Manages a team of people, ensuring they understand mandate and deliverables, are empowered to deliver, develop their skills, and receive performance feedback. Ensures this internal team accurately reflects the amount of headcount needed to maintain the high performance of the network
• Ensuring ongoing relationships with internal teams specialized on Market knowledge and function execution is translated into the best agents and profiles within the Partner network. Helps to establish process and workflow to ensure BPO Partners can handle change control and link contact/ customer information back for improvements
• Validate Partner invoices and ensures payment, overall tracking against forecasts, and is competitive for the market. Strategically plans longer term how to manage this footprint and allocations to ensure we cover business needs while also rewarding Partners that provide the best overall value of service
• Be a leader for BPO network in the EU, engaging with executives and driving strategy across Service and CX inclusive of our WFM, Enablement, Center of Excellence (COE), Vendor Operations, Marketplace, Opex, and Transformational teams

Qualifications

• Minimum 8 years of proven experience managing BPO vendor delivery with multiple partner relationships. This is metrics, costs, relationship, footprint, and employee satisfaction
• Deep knowledge of BPO networks, providers, and contacts through the EU
• Able to set strategy, building an EU network able to meet multiple services, multiple languages, and scaling capacity with no problems
• Experience with BPO contracts, Purchase Orders, Invoices, and payment processes for third party vendors.
• Strong understanding of BPO networks, including outsourcing terms, SLA’s, performance metrics, penalties, account management, and standard contact center terminology
• Proficient in analyzing pricing models in global markets and projecting financial impacts
• Excellent communication and presentation abilities, with the capacity to influence internal stakeholders and external partners.

Additional Information

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