Compliance Global BPO Management Expert/Lead - Global Payment

BYTEDANCE PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A global tech company in Singapore seeks a skilled professional to oversee BPO operations and ensure compliance across its global payment solutions. The ideal candidate will have over 5 years of relevant experience, excellent communication skills, and an in-depth understanding of BPO management. The role entails managing a large compliance outsourcing team and developing service agreements that enhance supplier performance. Join a forward-thinking team dedicated to inspiring creativity and enriching life.

Qualifications

• 5+ years of experience in global Business Process Outsourcing operations.
• Proficient in data analysis with excellent communication skills.
• In-depth understanding of BPO management principles.
• Familiar with industry trends and best practices.

Responsibilities

• Manage a large compliance outsourcing team effectively.
• Coordinate BPO resources to meet business demands.
• Develop service level agreements and monitor supplier performance.
• Implement and manage cross-project operations among suppliers.
• Enhance recruitment, training, and incentive systems for BPO personnel.

Skills

BPO operations management

Data analysis

Excellent communication skills

Strategic thinking

Project management

Education

Bachelor's degree or above

Job description

Responsibilities

Team IntroductionIn 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.

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 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.
4. 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

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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