Global Outsourcing Services Manager

Join Zepz: Breaking Down Borders, Together

Our Meaningful Mission
At Zepz, we're all about breaking down barriers for our customers and our teammates. Our purpose is deeply personal, we provide a lifeline and deliver opportunities to cross-border communities that need it most through cutting edge finance and tech.Zepz is the power behind WorldRemit and Sendwave, driven by the mission to celebrate the incredible impact migrants have, both at home and abroad. We're not just moving money; we're building a world that truly recognizes and supports global connections.

Who You'll Be Joining
We look for mission-driven builders who thrive in a fast-paced environment connected to a true purpose. We’re an always developing team of experts that enjoy problem solving and bring clarity to tough challenges. At Zepz, we are Relentless Learners, always seeking feedback, and Responsible Owners, treating company resources like our own. We depend on Transparent Communicators who keep the team aligned through open, honest talk.

Our Core Commitments — What We Live By
Our vibrant and truly diverse culture is built on three core commitments, that guide how we work and interact:

• Integrity: We always do the right thing. It’s simple, but it’s the foundation of everything we build for our customers and each other.
• Outcomes: We work for our customers. Their success and prosperity are the results we focus on delivering.
• Velocity: We are fast! We maintain high energy levels and make smart decisions quickly, keeping us nimble and ahead of the curve.

Perks of Joining Our Team
We believe in empowering colleagues because we genuinely trust our team. Our culture is founded on this high trust, which naturally encourages the high ownership that drives us to meet our shared high expectations and deliver high performance. While we have all the tools to work remotely, we value the purpose and benefits of in-person connections so we expect our teams to come to the office on a regular basis, and therefore be within a comfortable commutable distance from our office in London. Alongside a great office environment, think unlimited annual leave, great healthcare benefits, and employee discounts. We want you to thrive and focus entirely on making your biggest impact! In turn, we expect you to bring high ownership and commitment to your work. This is a place where we value trust and high performance, and we'll provide the environment and support needed for you to excel.

About the role
The Head of Global Outsourcing and Service Management provides enterprise-wide functional leadership for outsourcing governance and intra-group service management across all Zepz entities and jurisdictions. The role establishes the Group operating model, sets mandatory minimum standards, maintains consolidated Group oversight and drives consistent implementation, while preserving the statutory responsibilities and decision-making authority of each regulated entity. The role also supervises the services that Zepz Group provides to its entities worldwide, including the Group service catalogue, service levels and performance, and acts as the main Group counterpart of the Local Outsourcing Managers. Intra-group service management is the primary operational focus of the role.

The role works with Group Function Owners, Technology GRC & Third-Party Risk Management (TPRM), Enterprise Risk Management, Compliance, Legal and Incident Management without replacing their accountabilities. In particular, TPRM owns the risk lifecycle of external providers, and this role uses its outputs rather than repeating them. The management body of each regulated entity retains full responsibility for its outsourcing arrangements, including those with Group providers, and Local Outsourcing Managers retain the right to challenge Group functions.

Key Responsibilities
Group outsourcing governance and policy framework

• Own the Group outsourcing framework, methodologies and standards; maintain the outsourcing sections of the single Group 3rd Party and Outsourcing Risk Policy and Procedure, with TPRM maintaining the third-party and DORA sections, and propose updates for review by Enterprise Risk Management and approval by the competent bodies
• Keep the framework aligned with the EBA Outsourcing Guidelines and applicable DORA requirements, with input from Compliance (regulatory watch) and TPRM, and with lessons learned from disruptions and provider failures
• Define minimum contractual requirements for intra-group and third-party arrangements, including information-sharing, audit, sub-outsourcing and termination rights, subject to review by Legal and Compliance, with TPRM responsible for DORA-specific third-party requirements

Outsourcing lifecycle, third-party risk and registers

• Define Group standards for the outsourcing lifecycle, from identification to exit, including reassessment frequencies, triggers and information-sharing timelines, coordinate their application with Risk Management and TPRM, and escalate material gaps or exceptions
• Coordinate Group assessments, approvals and governance reviews, including the classification of critical or important functions (CIFs) and material arrangements
• Maintain the mapping of business services to third parties and a consolidated view of the sub-outsourcing chain, using the TPRM list of subcontractors supporting critical information systems; identify and report concentration risk and cross-entity dependencies on common providers, drawing on TPRM ICT concentration assessments, for second-line assessment
• Set Group standards for the Outsourcing Registers maintained by Local Outsourcing Managers, supply Group data on intra-group arrangements, and ensure consistency with the DORA Register of Information maintained by TPRM, so that each entity can obtain its own extract without undue delay
• Set Group exit-planning standards and verify that arrangements supporting CIFs have documented, periodically tested exit strategies, using TPRM exit strategies for ICT third-party providers; coordinate Group support, with TPRM, for entity-level business continuity and disaster recovery testing

Group service catalogue and intra-group agreements

• Own the Group service catalogue (description, Service Owner, service levels, KPIs, locations and dependencies for each service), building it progressively from critical and core services and expanding coverage and automation over time
• Agree with each local entity the services it receives and maintain the catalogue based on change requests from the Group or local entities, including regulatory requirements
• Reflect services, service levels and responsibilities in the intra-group agreements and their contractual appendices, with changes made under formal change control, agreed with the entities concerned and approved by the management body of each entity

Service performance and improvement

• Define SLAs, KPIs and KRIs with Group Function Owners, covering service timeliness, quality and productivity, and ensure measures are supported by reliable data, for which Group Function Owners remain accountable
• Monitor service performance, identify breaches, trends and recurring weaknesses, and use performance data, incidents, complaints and local entity feedback to drive corrective actions and sustainable improvements with Group Function Owners through regular service reviews
• Act as the Group escalation point for service challenges and unresolved incidents raised by local entities, coordinating with Incident Management; respond within agreed timelines, keep a log of material issues, actions and decisions, and escalate challenges not resolved within agreed timelines to ERCC, informing the ILOC of the entity concerned

Information and support to local entities

• Provide each local entity with the Group Policy and Procedure and each subsequent change, with a summary of its impact, to support explicit local adoption
• Give local management bodies advance notice of planned changes to the framework, Group services or centrally monitored providers, including a summary of the risk analysis and the impact on service levels
• Provide the evidence each entity needs for its own decisions (annual in-control statements, service risk and performance summaries, audit report summaries, pre-outsourcing assessments, sub-outsourcing chain information and Group exit plans), held in the central repository

Governance, reporting and functional leadership

• Set the global functional direction for outsourcing governance and service management, challenge material deviations from Group standards, require appropriate remediation and escalate unresolved Group- or entity-level issues to the relevant governance body
• Report to ERCC on the outsourcing population, CIFs, critical ICT third parties, high-risk providers, concentration and sub-outsourcing dependencies, service performance, incidents, audit and supervisory findings, exit readiness, and risk acceptances granted; provide each ILOC with Group input and service-level reporting at the required frequency
• Submit CIF classifications, risk assessments, policy exceptions and risk-acceptance requests for second-line challenge before decision, and share ERCC and ILOC reporting with Risk and Compliance in advance; report SLA breaches, incidents and KRI exceedances into the operational risk framework, and apply the conflicts-of-interest process to intra-group arrangements and to the role itself
• Support supervisory inspections, audits and information requests at Group level, and track Group-owned remediation actions arising from supervisory findings through to closure
• Provide global functional leadership to Local Outsourcing Managers by setting role standards, providing induction and ongoing guidance, contributing to objectives, monitoring application of the framework at local level and promoting consistent practice across entities and jurisdictions

What you bring to the table

• 10+ years in outsourcing governance, third-party risk, service management or operational risk within financial services, including leadership of a Group-wide function
• Strong knowledge of the EBA Outsourcing Guidelines and a sound understanding of applicable DORA and operational resilience requirements, sufficient to work effectively with TPRM, Risk and Compliance
• Proven track record of designing and implementing Group-wide outsourcing frameworks, registers and governance forums across multiple jurisdictions, and of engaging with supervisors and auditors
• Practical experience with service catalogues, intra-group or third-party service agreements, SLAs, KPIs and KRIs, and with mapping services to systems, third parties and subcontractors
• Experience in a cross-border payment or e-money institution, fintech or bank; familiarity with payout-partner networks is an advantage
• Degree in law, finance, business & economics, risk management or a related field; a relevant professional certification (e.g. CTPRP, CRISC, ITIL 4 or an operational risk qualification) is an advantage
• Excellent stakeholder management, influencing and negotiation skills; able to explain complex topics in plain business language to executive and Board audiences, across countries, entities and functions
• Strong analytical and problem-solving skills, with close attention to evidence and clear ownership; fluent English
• French language skills would be an advantage

AI Literacy & Tools
As Zepz continues to build AI into how we work, we expect everyone to engage with it as a core part of their role. For this position we are looking for:

• A genuine curiosity about AI and how it can be applied in your area of work — from accelerating analysis and insight generation, to improving how we design and deliver processes and communications.
• Practical experience using AI tools in a professional context — whether to connect information, draft content, build frameworks, or create insights from data. We want people who actively use AI to increase productivity, not those who are waiting to be told to.
• Strong AI literacy — an understanding of what AI assistants can and cannot do, how to prompt effectively, and how to critically evaluate AI-generated output before using it.
• Awareness of the ethical considerations and responsible use of AI in the workplace, particularly in the context of sensitive data, customer experience, and compliance.
• Prior experience using Claude (Anthropic) is a nice-to-have but not essential — what matters most is that you are genuinely engaged with AI as a tool, comfortable experimenting, and eager to share what works with your wider team.

If you want to join us in our journey to help break barriers in financial access and improve lives globally, there's no better place or time to join.

Our global team of 800+ people is spread across six continents. We aspire to hire the best mix of people from former Olympians to YouTube influencers and we speak over twenty languages. This incredible diversity isn't a bonus; it's the engine that lets us serve the world.

Ready to Apply? Let’s Go.