Delivery Performance Manager
1 week ago
About Talent ToppersTalent Toppers is an executive search and talent solutions firm, enabling end-to-end talent strategies for Big 4s, Big 3s, Fortune & Global Enterprises, IT/ITES, Technology, Telecommunications, BFSI, E-commerce, Intellectual Property, and innovative start-ups.Our services span Permanent & Leadership Hiring, Staff Augmentation, Offshore Development Center, D&I Hiring, RPO, and Implant Services.Role OverviewWe are seeking a Manager – Operations, Delivery & Compliance who will strengthen the backbone of our recruitment business. This role is responsible for monitoring delivery team performance, enforcing operational discipline, building scalable processes, ensuring quality and compliance, and providing actionable insights through metrics-driven reporting.The focus will be on ensuring that recruitment delivery teams consistently meet client expectations through structured metrics, transparent reporting, and continuous improvement.Key Responsibilities1. Team Delivery & Performance MetricsDefine and track delivery KPIs (e.G., daily submissions, shortlisting ratio, offer-to-join conversion, TAT for CV submissions, candidate quality score).Monitor position closure TAT to ensure roles are filled within client-agreed timelines.Enforce CV quality checks before client submissions to maintain standards.Oversee daily work allocation within delivery teams and managers to ensure balanced workloads and accountability.Build performance dashboards for recruiters, account managers, and delivery teams.Regularly review team output vs. client SLAs, flagging risks early.Benchmark team productivity and implement continuous improvement initiatives.Ensure client delivery excellence by monitoring recruiter-to-role allocation, workload balancing, and adherence to timelines.2. Operations & Process ExcellenceCreate and implement standardized recruitment workflows and SOPs.Streamline operations to reduce inefficiencies and optimize resource utilization.Work with leadership to design scalable processes for new business lines (executive search, staffing, offshore).3. Compliance & Quality ControlEnsure compliance with client contracts, internal controls, and confidentiality requirements.Conduct periodic audits on submissions, candidate communication, and documentation.Maintain quality standards across all client engagements.4. Data, Reporting & InsightsGenerate weekly/monthly reports covering delivery performance, recruiter efficiency, pipeline health, and client satisfaction.Provide actionable insights to leadership on where delivery bottlenecks occur and how to fix them.Support strategic reviews with data-driven recommendations.Qualifications & Experience6–10 years of experience in operations / process / delivery governance, preferably in recruitment, staffing, or professional services.Strong expertise in building and monitoring delivery metrics and team performance frameworks.Familiarity with ATS/CRM tools and data visualization/reporting platforms.Exposure to client SLA management and compliance requirements.Core SkillsMetrics-driven mindset: ability to define, track, and enforce delivery KPIs.Operational excellence: skilled at process standardization and workflow optimization.Analytical & reporting skills: ability to turn data into insights for leadership.Compliance orientation: rigorous approach to policies, client agreements, and confidentiality.Stakeholder management: ability to collaborate with delivery teams, account managers, and leadership.
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