Operations Manager

operations manager

about randstad enterprise

As the leading global talent solutions provider, Randstad Enterprise enables companies to create sustainable business value and agility by keeping people at the heart of their organizations. Part of Randstad N.V., we combine unmatched talent data and market insights with smart technologies and deep people expertise. Our integrated talent solutions — delivered by Randstad Advisory, Randstad Sourceright and Randstad RiseSmart — help companies build skilled and agile workforces that move their businesses forward.

Randstad Enterprise supports some of the world's most renowned brands to build their talent acquisition and management models that not only meet their business needs today but also in the future. We offer solutions in Europe, Middle East and Africa (EMEA) region, Asia Pacific (APAC) region as well as in North America (NAM) region. This results in a digital way of working and requires a proactive mind-set.

• Our solutions know no limits, we have proven experience delivering market-leading MSP, RPO, Total Talent, and Services Procurement Solutions including technology, talent marketing, talent intelligence, and workforce consulting services.
• We create the best talent experience, from attraction to onboarding and onto ongoing career development, we understand the human and digital touchpoints that compel talent to join and stay with a company.
• We know where the talent of tomorrow is, how they behave, what they are looking for, and how to build their loyalty toward a specific company employer brand.
• We push the boundaries of our industry to be able to see around the corner for our clients, continually investing in innovation to stay ahead in our market.

purpose of the job

As a Manager, Operations you will develop recruiting operational strategies necessary to meet the client's current and forecasted scheduling needs. You will monitor and assist account staff in a matrix based environment to ensure the client's scheduling requirements are met and develop and maintain a positive working relationship with the client.

As a partnership leader you will be responsible for meeting the goals and objectives within an account portfolio which includes being accountable for meeting established budget goals, SLAs and KPIs.

The Manager, Talent Delivery must be detail oriented with a concern for quality expressed by continually initiating system and process improvements, while having a strategic mindset and providing superior consulting, leadership, management, interpersonal and mentoring skills.

roles and responsibilities

Account Portfolio

• Recognize team's overall influence to the account P&L and manage expenses responsibly
• Active participation in forecasting and budgeting process
• Active participation in the business review process internally and externally
• Manage any aging issues with client bill collections
• Audit and verify accuracy of all invoices, billing accruals, and client reporting
• Familiar with contract schedules & contractual terms and have the ability to execute against them

Client Relationship Management

• Develop strong client relationship and partner to provide innovative solutions to solve client needs and long term business strategy
• Develop and refine client processes and procedures, identify areas for improvement and implement solutions needed to streamline work-flow and increase operating efficiency
• Compliance Management
• Monitor assigned accounts to ensure compliance with EEO/OFCCP or other comparable regulatory processes impacting recruitment operations pertinent to the areas supported
• Monitor account activities to ensure compliance with contractual agreements

SLA Management

• Ensure all team members are meeting internal RSR SLAs
• Responsible for meeting customer and candidate satisfaction targets
• Compile data and produce presentable reports for SLA review
• Coordinate, as needed, with Reporting Team to make any changes or improvements to reports
• Responsible for performing root cause analysis if/when SLAs are not being met and provide creative process improvement recommendations needed for correction.

Monitoring of Staff

• Coach and mentor team and provide assistance as needed to reach goals
• Assess/survey quality of work delivered by team based on established performance measures and specific client feedback
• Provide the Director, Client Services with a summary regarding the quality of work provided by all resources to ensure there is an accurate perception of work completed
• Collaborate with Director, Client Services to create action plans for individuals needing improvement to reach client satisfaction targets
• Follow established metrics, goals and expected performance levels for all team members within assigned account portfolio and identify areas of improvement, provide feedback and coaching when appropriate
• Recommend training where necessary to develop skills and techniques
• Coordinate the training to be delivered to new team members on account specific tasks and systems

Additional Duties

• Set specific account guidelines and policies as required
• Ensure adherence to corporate guidelines and policies
• Ensure team members conform to client and RSR processes and quality procedures as defined
• Manage &/or participate in periodic ad-hoc projects as required by Director, Client Services
• Perform other duties as directed by Director, Client Services

competencies

Analytical skills

You know how to use data and to make decisions based on your insights. Aware of the various ways in which data can be used to solve problems. You analyze data to identify challenges and trends and solve complex problems. Curious and always searching for creative solutions. You know how to improve and optimize processes and quickly deliver solutions.

Client focus

You communicate openly with your colleagues and clients. Build strategic partnerships with internal and external stakeholders, which shape the environment for the success of Randstad. You use your comprehensive knowledge and skills to manage client accounts in a way that provides benefits both for the organization and our clients. You are able to present complex information with clarity to the client.

Market Knowledge

You understand industry trends, our products and services. You are constantly looking for being up to date with the latest market trends. Have the ability to comprehend data and information in order to collect market insights, create new opportunities and potential profitable and efficient changes.

Innovation and creativity

You have the ability to turn a new concept into a success for a client, inventing/proposing new ideas & concepts and creatively turning new ideas into reality.

Strategic thinking

You focus on finding and developing new unique opportunities to create value by enabling dialogue with various stakeholders. With your helicopter view you have a clear view on challenges. You know how to address opportunities and propose creative ideas.

Impact through Influence

You naturally engage with others, getting buy-in to deliver results. Connect internally as well as externally to drive value among colleagues and stakeholders. With your advanced mentoring skills, curiosity and interpersonal skills, you know how to have impactful conversations. Strong influencing skills with the ability to drive teams and to deliver goals.

job requirements

experience required

• Proven track record of managing large teams and driving operational excellence.
• Excellent stakeholder management skills, with the ability to build and maintain strong relationships with international clients and partners.
• Strong understanding of BPO processes, metrics, and performance management.
• Excellent leadership, team management, and people development skills.
• Strong analytical and problem-solving abilities.
• Stakeholder management and client relationship building with Department heads and HR directors.
• Project management, process implementation and improvement.

knowledge

• Extensive knowledge in BPO in multiple industries and sectors globally.
• Leadership qualities, including the ability to motivate and inspire team members to achieve goals and deliver results.
• Strategic thinker with a results-driven mindset.
• High level of integrity, accountability, and ownership.
• Adaptable to change and proactive in driving initiatives.