Portfolio Jobs

Responsibilities

Team Introduction In line with the globalization strategy and vision of the company, the Global Payments team builds a platform to provide cross-border payment solutions for all ByteDance's products and services, that are growing rapidly worldwide. What you'll do: 1. Supervise and manage the 500-1000 person compliance outsourcing (BPO) team of Global Payment, and collaborate with BPO suppliers to ensure that outsourcing management meets our project requirements, productivity, and efficiency. 2. Responsible for coordinating BPO resources, managing overall utilization for the business, possessing staffing management experience, meeting daily and peak business demands, and ensuring the supply of staffing and the achievement of business objectives. 3. Develop service level agreements and obligations for outsourcing suppliers, including quality level metrics and cost efficiency metrics, to ensure they meet project requirements; regularly monitor relevant supplier performance, risks, and other related metrics, and continuously drive improvement; 4. Responsible for the planning, management, execution, and implementation of horizontal projects spanning multiple suppliers and workplaces, controlling project progress, coordinating resources from all parties to achieve goals, evaluating and confirming the feasibility of solution implementation, and handling and providing feedback on abnormal situations during the project process. 5. Optimize and iterate on mechanisms such as assessment, evaluation, incentives, and compliance management for outsourced suppliers in line with business directions and key metrics, enhance suppliers' enthusiasm for cooperation, and improve the supplier development and management system; 6. Develop and jointly implement an outsourcing improvement plan with relevant partners for Global Payment compliance operation, such as corrective measures for human errors, process optimization, tool upgrades, policy optimization, etc. 7. Collaborate with suppliers to promote a positive working culture of each workplace, optimize the recruitment, training, and incentive systems for BPO personnel. Enhance the cohesion between BPO and headquarters, improve satisfaction, and reduce staff turnover.

Qualifications

Minimum Qualifications 1. Bachelor's degree or above, with 5+ years of experience in global Business Process Outsourcing (BPO) operations and management, especially in the payment, compliance, or other related internet industries. 2. Proficient in using query and analysis tools for data analysis; excellent communication skills, including the ability to formulate and communicate complex policies and processes. 3. Have an in-depth understanding of Business Process Outsourcing management, including demand management, Standard Operating Procedures (SOP) development, Service Level Agreement (SLA), metrics related to productivity and quality levels, as well as Business Process Outsourcing workforce planning and management. Familiar with the Business Process Outsourcing industry, including its development trends and best practices. Preferred Qualifications 1. Excellent report writing and presentation skills. This position requires the ability to conduct comprehensive research and analysis, and to present findings and recommendations to management and stakeholders in a clear and structured written format. 2. Possess strategic thinking, planning management, and communication skills. Capable of managing and driving complex projects and influencing multiple cross-functional teams. Proactive, independent, and self-motivated. Able to adapt to a fast-paced environment and handle multiple priority tasks simultaneously.

Job Information