How do you verify real people in the digital world? Onfido helps companies see real identity the humans behind the screens using world-leading AI and identity experts. Our solutions enable customers to prove their identities, wherever they are, with just an ID and their face. So companies have everything they need to grow their businesses securely.
Our AI-based technology assesses whether a user’s government-issued ID is genuine or fraudulent, and then compares it against their facial biometrics. That’s how we give companies like Revolut, Bunq and Remitly the assurance they need to onboard customers remotely and securely.
The OpportunityWe're looking for a Senior Vendor Manager to look after our external BPO vendor relationships, drive operational excellence, negotiate pricing and contracts and partner with our internal teams to positively impact customer experience.You will draw from your previous experience in BPO vendor management and/or contact center management to build relationships, drive improvements and efficiencies and make data-based decisions in a high-speed environment.As a Senior Vendor Manager at Onfido you will:- Build, nurture and manage trusted BPO vendor and stakeholder relationships across different levels of the organization;
- Leverage data to drive efficiencies in Onfido defined metrics amp; SLAs;
- Be responsible for meeting SLAs, NPS and CSAT targets;
- Work on outcome based revenue projects;
- Successfully deliver contracted service levels;
- Provide guidance for large vendor based teams and effectively manage operations to the highest standard of customer excellence;
- Drive project and change management including new implementations and best practices.
We're looking for a Senior Vendor Manager who has:- Solid experience managing BPO Delivery with prior responsibility for meeting SLAs, NPS and/or CSAT targets;
- 10+ years of relevant experience in customer service operations, with ownership of customer satisfaction and business excellence;
- Experience managing both voice and back office operations, preferably in telecom, travel or banking industries;
- Leveraged data to drive efficiencies in defined metrics amp; SLAs;
- Exceptional interpersonal and communication skills with fluency in both written and verbal English;
- A strong technical and analytical aptitude;
- The ability to think strategically and tactically with strong attention to detail;
- Demonstrated project management success;
- Bachelor's degree required.
Desired Experience- MBA or Advanced Degree
- Lean/Six Sigma experience
Onfido Culture
Onfidoer’s share a set of core values and want to hear from you if you believe in:gt; Succeeding together; you work collaboratively and put the team firstgt; Taking pride; you care about quality, producing great work and customer / user outcomesgt; Creating customer buzz; you demonstrate a strong user / customer focusgt; Learning things amp; sharing them; you have a natural curiosity and default to sharing knowledge with othersgt; Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
Along with our multi-national team in our London HQ we have offices in EMEA, America and APAC, making Onfido an exciting and culturally enriching place to work.
Onfido Balance
Personal hyper-growth requires a fast-moving environment, a clear career development plan andcruciallylooking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
gt; Our Body benefits prioritise health, wellbeing, exercise and recovery.gt; Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.gt; Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Check out Life at Onfido via ourLinkedIn Careers Page!
Please note: Onfidoers are all working from home for the time being. We also have switched to a virtual recruitment process and all our Newfidos will be onboarding remotely. Stay Safe!
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.