As a Head of Shared Services and Workforce Management you will define the long term vision for shared services within SumUp and optimise our current ways of working. In this role you will own the development of our WFM component, including forecasting of workload demands for vendor and internal teams in Customer Support and Operations. This role plays a pivotal part in our aim to drive operational excellence and continue to support our mission of building a world where small businesses can be successful doing what they love.

If you are a servant leader, passionate about developing individuals and teams, while enjoying diving deep into data to provide strategic insights then this is the right role for you.

What you’ll do

• Define the global strategy for outsourcing, maximizing the utility in both established and expanding markets (e.g., new market, sales organization, new product playbook, champion / challenger model)
• Review vendor performance and implement improvement recommendations
• Assess future vendor support needs and run vendor selection processes
• Review, negotiate and agree contracts with external vendors
• Deliver programmatic approach to vendor set up, contract negotiations, and performance delivery
• Develop, run, and optimize workforce management analytics
• Be accountable for forecasting and scheduling accuracy for the European Customer Support and Operations teams

You’ll be great for this role if

• Have strong business strategy and business operations experience
• Love data and have a extensive knowledge of all offline and online KPIs
• Experience with workforce productivity assessments
• Experience in GTM growth strategy, investment case planning in the European Market
• You are a self-starter with the ability to think bigger picture while providing tactical guidance to your team
• Have strong negotiation skills, you will be driving the relationship between SumUp and our main vendor
• You’re humble and transparent with a team first mentality

Why you should join SumUp

• We’re a global team of 3000+ people from 60+ countries, spread across 3 continents.
• You can truly create your own path here and help us shape the future for small merchants.
• We get together regularly for breakfasts, team events, office parties, and sports
• You’ll receive a budget for your individual development, attending conferences and external training.
• We offer a corporate pension scheme, 28 days’ paid leave, free German and yoga classes, subsidized Urban Sports Club membership and other great benefits.
• Our new office is based in the centre of Berlin and offers next to an amazing view over the rooftops also our own little gym
• We offer visa and relocation support for you, your family, and even your pets.

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.