BPO Operations and Delivery Head

Europe Only
Jan, 19
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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 Opportunity
We're looking for a BPO Operations and Delivery Head to build and manage the international delivery centre. You will draw from your previous experience in BPO delivery and workforce management to build relationships, drive improvements and efficiencies and make data-based decisions in a high-speed environment. 

As a BPO Operations and Delivery Head at Onfido you will:

    • Manage back office operations, meet stringent SLAs, NPS and CSAT targets and should have worked on outcome based revenue projects
    • Provide support and guidance to delivery managers across different locations
    • Should have managed the entire Business Transformation Services unit with full responsibility for P&L. Major focus was on business delivery and cost control
    • Demonstrating thought leadership and lessons learnt from the other organizations as appropriate to ensure
    • Develop comprehensive strategies, working with finance, quality, sourcing, training and business operations
    • Facilitate regular audits to detect any compliance or contractual breaches and encourage continuous improvement
    • Should be responsible to drive business results by identifying best practices & process reengineering opportunities and implementing these across all teams
    • Successful delivery of contracted services levels
    • Leveraging business acumen, management experience, change management skills and domain expertise
    • Skills to provide strategic and tactical support to service delivery operations of the BPO centre
    • Should have delivered end to end solution design, along with implementation, automation, business intelligence and technology solutions
    • Set up quality and performance management systems
    • Should have experience in Setting up BPO process from ground Zero
    • Should be client centric

We're looking for a BPO Operations and Delivery Head who has:

    • 15+ years of delivery experience on BPO Delivery and workforce management.
    • Should have managed or built delivery centers in India and ROW
    • Superior academic background with consistent performance
    • Should have managed both voice and back office operations, preferably telecom, travel or  banking background
    • Should be a team player
    • Mandatory Skill Sets:
    • Should have built or managed the Voice and back office support BPO operations
    • Service Delivery operation rigour
    • Should have worked on outcome based revenue projects
    • Flexibility in working hours
    • Soft Skills Required:
    • Excellent Oral and Written Communication skills
    • Good client interfacing skills
    • Pleasing Personality
    • Energetic and self driven individual
    • Self motivated and team worker

Desired Experience

    • MBA
    • Lean/Six Sigma experience
Onfido Culture
Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> 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 and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery. 
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> 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 our LinkedIn 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.
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