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BPO Operations Manager

Berlin · Operations

Why SumUp?

At SumUp, we are driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we are well on our way as small businesses in over 31 countries around the world rely on SumUp to get paid. To get there we are putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!

Our boldness, startup mindset, empathy and love for product foster a creative environment for our employees. We value an entrepreneurial spirit and seek to build lasting relationships among our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can help small businesses grow.

Job Teaser

Our Operations team handles diverse topics ranging from customer service and merchant onboarding to transactions processing and project management. We strive to deliver a world class service to our merchants across these competence areas even as we continue to face tremendous growth in this truly dynamic fintech space. The BPO operations manager’s role is to ensure that customer service scales rapidly and effortlessly by seeking out process innovation and focusing particularly on SumUp’s merchant satisfaction.

What you'll be doing in this position

You will:

  • Manage the relationship with SumUp's BPO partner and be the main point of contact within SumUp

  • Ensure regular communication, interaction and coordination with SumUp operations team

  • Ensure that outsourced processes meet SumUp standards of quality and efficiency

  • Closely monitor KPIs to ensure partner is maintaining agreed upon contractual SLAs

  • Measure, document and present BPO performance to relevant stakeholders, while tracking qualification for bonus/malus

  • Project impact (ROI, costs, usage metrics, timelines, contracts etc.) should be closely monitored and tracked against business objectives

  • Forecast touchpoint volumes in conjunction with relevant stakeholders as part of WFM

  • Identify and drive key initiatives necessary to ensure best in class customer support (both BPO & SumUp)

  • Develop a long-term strategy and look for opportunities in building a strong network of outsourced business (RfP, MSA and SOW drafting, negotiation, project management)

Your Profile

  • Excellent written and verbal communication skills in English. Your ability to communicate in a professional manner will be required to cascade information over from both internal and external organisations

  • You have relevant experience working with Excel and Salesforce in order to get up to speed quickly. Experience using project management software such as JIRA, etc. is a plus

  • Problem-solver and pragmatic. Within operations, we face multiple challenges everyday; a consistent and down to earth approach is vital for your success in this role

  • You are a fast-learner and self-starter. You ́ll be working at a startup: be prepared to run things outside of your scope and do not expect us to have all the answers you need

  • Proactive and self-driven to achieve goals and drive new initiatives

  • Experience working in a dynamic and collaborative work environment preferred

  • 5+ years of work experience preferably at a BPO company

BENEFITS 

  • Be part of one of the world’s most exciting startups, on a mission to take over the world!

  • We have a close, welcoming and international community. We get together regularly for brunches, cocktail nights, football and office parties

  • Free German & Yoga classes

  • Running & Soccer teams + Urban Sports Club membership (subsidised)

  • SumUp Corporate Pension Scheme

  • All the startup swag you expect: kicker table, unlimited drinks & fruits

  • At least one hackathon off-site every year for one week where the tech teams from Berlin, Sofia, and São Paulo gather to hack together. In the past we've gone to locations in Germany, Bulgaria and Greece.

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by Company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.