Senior BPO Manager - Finance

Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company . Founded in 2015, we have grown into the world’s largest direct-to-consumer (D2C) sleep brand, with a presence in over 35 markets and more than 15 retail stores across Europe. Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide. It’s our people who bring this mission to life. At Emma, you’ll join a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together. Ready to awaken your best with us? About The Role: We are looking for a Senior BPO Manager to join our Finance department, taking full ownership of sourcing, onboarding and managing outsourced Finance and Accounting operations across all our regions - EMEA, Americas and APAC. In this role, you will be responsible for managing external accounting partners, ensuring high-quality service delivery, regulatory compliance, and strong performance against agreed KPIs and SLAs, whilst driving continuous improvement initiatives to ensure Partners’ performance and that we are a better partner ourselves. What You'll Do: Manage and oversee outsourced accounting services and service providers. Ensure compliance with EU regulations and internal governance standards. Lead onboarding projects for new BPO/Outsourcing partners whilst executing Third-Party Risk Assessments for all new partner integrations and existing partners reassessments. Conduct regular service review meetings, monthly/quarterly business reviews, and other strategic meetings to assess performance, align on objectives, and monitor contractual and regulatory obligations. Define, implement, and monitor KPIs and SLAs. Track BPO/Outsourcing partners' performance, owning data analytics for quality, cost, and efficiency metrics. Drive continuous improvement initiatives to improve quality and optimize costs, together with detecting outsourcing opportunities within Emma’s Finance department. Act as the main point of contact between Emma and external accounting providers. Who We're Looking For: You have a Bachelor's/Master’s Degree. You bring 7+ years of professional experience, with a track record in BPO/Vendor management across multiple regions, from Customer Service to Finance Operations. You possess strong experience in external stakeholder management and feel comfortable with Project Management responsibilities. You have advanced proficiency in Microsoft Excel - Power Query, Power BI, or Tableau is a plus. You have a hands-on mentality, strong analytical thinking, and excellent problem-solving abilities. Excellent communication skills in English, both written and verbal. What We Offer: Responsibility and decision-making authority from your first day The opportunity to work on challenging tasks that contribute to your professional growth Work independently and as part of a dedicated, international team Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of 29 days per year) 22 remote days per quarter policy, with offices in Parque das Nações, Lisbon. Work with and learn from experts in diverse fields Get to know your team members at our exciting company events Working from a pet-friendly office Become an Emmie We are on a mission to become No.1 in the world of sleep, and we’re looking for driven, ambitious people to help us shape what’s next. If you’re curious, hands-on, and ready to challenge the status quo, you’ll find the space here to make things happen and create real impact. We are proud to be an equal opportunity employer and are committed to building an inclusive workplace. We celebrate diversity and consider all qualified applicants regardless of race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age. Our aim is to get back to you within a few days. Due to the high volume of applications, there may be slight delays, but we’ll get back to you as soon as possible.