BPO Performance Manager

The role.

We are seeking a highly experienced and motivated Manager to lead our BPO Operations team in the dynamic and rapidly evolving UK Fintech industry. This critical role will be responsible for overseeing all aspects of our BPO operations, ensuring seamless customer service delivery and optimising vendor partnerships to support our innovative fintech solutions. The ideal candidate will possess a proven track record of success in managing complex BPO operations, a deep understanding of customer service principles, and a keen eye for process improvement within the fast-paced fintech landscape.

Day-to-day responsibilities.
Strategic BPO Leadership:

• Spearhead the development and implementation of strategic BPO initiatives aligned with the company's overall growth objectives and fintech industry trends.

Vendor Management Excellence:

• Cultivate and maintain strong relationships with third-party vendors supporting service operations and frontline support.
• Negotiate and manage vendor contracts, ensuring favourable terms and conditions for the company.
• Continuously monitor and evaluate vendor performance against agreed-upon KPIs, ensuring alignment with fintech standards and expectations.
• Proactively address any vendor issues or performance gaps, utilizing effective communication and negotiation tactics.

Customer-Centric Performance Management:

• Establish and track key performance indicators (KPIs) tailored to the specific needs of the Zilch business and customer service excellence.
• Develop and implement performance improvement plans for BPO vendors, focusing on areas that enhance customer satisfaction and fintech-specific regulatory requirements.
• Conduct regular performance reviews with BPO vendors, providing constructive feedback and guidance to drive continuous improvement.
• Prepare comprehensive reports on BPO performance for senior management, highlighting key trends, achievements, and areas for optimisation.

 Training and Development for Fintech Success:

• Work with training team to design and implement comprehensive training programs tailored to the specific needs of BPO vendors in the fintech industry.
• Manage the effective delivery of training programs, ensuring that BPO teams are equipped with the necessary skills and knowledge to excel in the fintech domain.
• Track the effectiveness of training programs, evaluating their impact on BPO performance and customer service outcomes.

WFM Optimisation for Peak Performance:

• Work with in-house WFM team to develop and implement WFM schedules for BPO vendors, ensuring optimal resource allocation and efficient service delivery in the fintech environment.
• Continuously monitor and optimise WFM schedules, utilising data-driven insights to identify areas for improvement and maximise productivity.
• Address any scheduling issues that arise promptly, ensuring seamless service continuity and customer satisfaction.

Streamlined Admin Operations and Fintech Compliance:

• Oversee and manage all admin tasks related to BPO operations, including invoicing, reporting, and content management, adhering to fintech industry standards and regulatory requirements.
• Ensure that all BPO operations are compliant with company policies, procedures, and relevant fintech regulations.
• Identify and implement process improvements to streamline BPO operations, enhancing efficiency and cost-effectiveness.

 Zilch-Focused Content Management:

• Manage the development and maintenance of knowledge base and customer-facing help centre content, ensuring accuracy, relevance, and alignment with Zilch standards
• Collaborate with subject matter experts and content specialists to ensure that knowledge base and customer-facing help centre content is up-to-date, easy to use, and readily accessible to customers.

 Process Improvement Collaboration:

• Work closely with the process improvements team to identify and analyse ongoing open issues and process improvement opportunities within BPO operations.
• Actively participate in the development and implementation of standardised processes that address recurring issues and enhance operational efficiency.
• Provide valuable insights and feedback to the process improvements team based on real-world BPO operations experience.
• Collaborate with stakeholders across the organisation to ensure that standardised processes align with overall business objectives and customer needs.

 We’re looking for...

• Bachelor's degree in business administration, Operations Management, or a related field, preferably with a focus on fintech or financial services.
• Proven experience in managing BPO operations, preferably in the FinTech or financial services industry.
• Proven track record of success in improving BPO performance and customer service outcomes in a fintech environment.
• In-depth understanding of customer service principles and best practices tailored to the fintech industry.
• Excellent communication, interpersonal, and negotiation skills to foster strong relationships with vendors and stakeholders.
• Proficient in MS Office Suite and familiarity with fintech-specific software applications.