Workforce and Vendor Operations Team leader

A universe of opportunities. Open to you.

Payoneer's mission is to empower anyone, anywhere to participate and succeed in the global economy. If our mission connects with your values, if you revel in solving complex challenges, and if you want to continuously advance your career, come realize your potential at Payoneer!

Life at Payoneer is a global community, where you'll work with colleagues all over the world, in a hybrid or remote work frame. As an equal opportunity employer, the only things that matter to us are your skills, your drive and your desire to have a positive impact on others.

We are seeking a highly skilled and experienced Customer Journey Workforce and Vendor Operations Team leader to join our Team within the Operation's department at Payoneer. As a CJ Workforce and Vendor Operations Team leader in Customer Journey Operation, you will lead and oversee the vendor management team, ensuring the efficient and effective management of workforce and vendor resources to enhance the overall customer experience. This role is crucial in optimizing the workforce and vendor ecosystem to meet organizational goals and deliver exceptional service throughout the customer journey.

What's the job?

Team Leadership:
Lead and inspire a high-performing vendor management team, providing guidance and support to achieve team goals.
Foster a collaborative and positive team culture, encouraging continuous learning and development.
Budget management:
Own the end-to-end annual budget plan process. Consider all business, operations, compliance & risk requirements and use smart model & data driven analyses to build a strong annual budget.
Manage monthly actuals and forecasts. Compare vendors performance to the budget plan and conduct monthly analyses to explain significant changes in vendors' activity.
Build & execute new processes and enhance existing workflows related to budget control and vendors performance, to drive cost savings and improve efficiency.
Strategic Workforce Planning:
Develop and execute a comprehensive workforce strategy aligned with business objectives and customer experience goals.
Collaborate with key stakeholders to identify staffing needs, skill requirements, and capacity planning for different phases of the customer journey.
Vendor Relationship Management:
Develop and nurture strong relationships with external vendors to ensure alignment with the organization's goals and values.
Collaborate with vendors to establish clear communication channels, expectations, and service level agreements (SLAs).
Operational Efficiency:
Own the end-to-end Vendor Management Operations, by conducting business analyses to drive vendors' cost savings, holding accountability for improving vendors' performance, and being the Budget Gate Keeper.
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions as needed.
Contract Negotiation and Compliance:
Take the lead in new or existing contract renewal processes by providing budget limitations and usage projections. Also challenging the status quo by validating usage, analyzing pricing data and setting price targets for contract negotiation.
Data Analysis and Reporting:
Take a data-driven approach by collecting and integrating data from various sources, ensure data accuracy, and translate it into actionable business insights.
Prepare and present regular reports to senior management on key metrics, vendor performance, and areas for improvement.
Innovation and Technology Integration:
Stay abreast of industry trends and emerging technologies to enhance customer journey operations.
Identify opportunities for innovation and work collaboratively with cross-functional teams (Solution, Product, R&D, Business) and with the vendors to implement new technologies and processes.
Risk Management:
Identify potential risks in vendor relationships and operations, implementing strategies to mitigate and manage these risks effectively.
Develop contingency plans to ensure business continuity in the event of vendor-related issues.

Have you done this kind of stuff?

Minimum +2 years' experience in managing vendor management or procurement teams–
Experience as a Business/Data analyst - an
Proficient in SQL to gather, aggregate, and manipulate large datasets effectively– an
Demonstrated business acumen with a track record of influencing business decisions through data-driven analysis.
Extensive familiarity in visualization tools such as Power BI, Looker or Tableau.
Advanced proficiency in MS Office, particularly in Excel (pivot tables, lookup functions, charts) and PowerPoint.
Strong presentation skills with the ability to effectively communicate complex information to high-level management and C-level executives.
Excellent analytical, problem-solving, and organizational skills.
Strong communication skills, capable of articulating problems, approaches, and solutions clearly and concisely.
Data-driven mindset, leveraging data to drive decision-making and generate insights.
Ability to build and maintain ongoing strong relationships with different stakeholders.
Commitment to maintaining data accuracy.
High attention to details.
Strong sense of accountability.
Proactive, independent, and creative.
Demonstrates credibility and responsibility and takes ownership of tasks.
Self-learning ability to continuously acquire new knowledge and skills.
Effective written and verbal communication skills in English- a Must
Experience in fintech or financial institutions – an Advantage

Who we are:

Payoneer (NASDAQ: PAYO) is the world's go-to partner for digital commerce, everywhere. From borderless payments to boundless growth, Payoneer promises any business, in any market, the technology, connections and confidence to participate and flourish in the new global economy. Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world's leading brands, Payoneer offers a universe of opportunities, open to you.