Delivery Manager

purpose of the job

The Talent Delivery Manager role is an essential business role at Randstad Enterprise.As a Talent Delivery Manager, you are responsible for leading a team of 12-20 associates for recruiting operations within the overall hiring lifecycle. There is an increased client need for Talent Delivery Managers to deliver strategic value across our clients. By bringing data insights and market knowledge we craft futureproof delivery strategies. Talent Delivery Managers enable creative solutions, drive innovation and become the strategic partner for our clients in this dynamic RPO/BPO market. Our Delivery Managers are the future leaders of our talent market so we enable all of them to develop, think about their next steps, career path and development goals, implementation and execution of recruitment and development programs and policies.

roles and responsibilities

Data/Solution analysis

● Bringing internal insights and external market insights together to craft the processes and strategies for seamless delivery to the clients.

● Optimizing a wide variety of processes, procedures and precedents to interpret data and to align with the priorities of the delivery and operation’s strategy.

● Driving innovation by proactively identifying and coming up with innovative ideas.

Client/Customer management

● Cooperating and partnering with client stakeholders e.g. Senior Leaders, Department Heads and HR Directors.

● Developing strong relationships to maintain quality client delivery and solve client challenges.

● Leading conversations with senior leaders, diagnosing problems, giving advice and developing solutions with support of other colleagues and internal subject matter experts (e.g. operational excellence).

● Responsible for defining the desirable, feasible, viable and sustainable delivery solutions for our clients.

● Connecting stakeholders with subject matter experts from RSR for complex issues and creating business opportunities.

● Steering and monitoring KPI's and SLA's (escalation management) together with the delivery director/client services director and challenging stakeholders based on in-depth analysis of data.

● Building a culture of Talent Advisory within the client organization and leading our global Talent Advisory community (e.g. writing Talent Advisory articles and insights).

Team leadership & mentoring

● Team leads or talent delivery managers are responsible for overseeing the day-to-day operations of their team. This includes monitoring team members' performance, ensuring they adhere to company policies and procedures, and providing guidance and support as needed.

● Team leads are often involved in training new team members and providing ongoing training and development opportunities for existing team members.

This may include conducting training sessions, providing feedback on performance, and identifying areas for improvement.

● Develop and implement training programs to onboard and upskill team members.

● Monitor and evaluate team performance against key metrics and client expectations.

● Provide ongoing coaching and feedback to team members to drive performance improvement.

● Act as a liaison between the client and the BPO team, addressing any client concerns or issues.

● Identify opportunities for process improvement and efficiency gains within the team.

● Develop and maintain relationships with key stakeholders, including clients and internal teams.

● Analyze data and generate reports to track performance and provide insights for decision-making.

● Onboarding and training new colleagues

Administration

● Utilization of ATS/HRMS or other necessary tools ensuring compliance and program standards are met.

● Creating advanced reports for internal and external needs to craft a client's delivery strategy.

● Managing systems under assigned business functions, ensuring compliance with program standards.

● Navigating a wide variety of processes, procedures and precedents to interpret data and highlighting key findings.

● Monitoring regular performance scorecards to ensure all SLAs and KPIs.

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.

required skill-set & qualifications

● Minimum bachelor’s degree from a UGC/AICTE accredited university

● 8-10 years of corporate experience, preferably in a staffing or HR environment

● 3-4 years of minimum experience in a leadership role

● Superior consulting, leadership, management, interpersonal, and mentoring skills

● Proficiency using Google/Microsoft email, calendaring and cloud based products PHR, SPHR, PMI or similar disciplines preferred

● Ability to rely on experience and judgment to plan and accomplish goals

● Experience in resolving conflicts and gaining cooperation among peers, staff, and client

● Process improvement/continuous improvement or project management skills

● Client relationship management, customer service and stakeholder management skills

● Ability to work in complex environment and deal with ambiguity, uncertainty and challenges

● Positive attitude and problem solving skills

● Excellent written and oral communication skills knowledge

● Extensive knowledge in RPO, BPO and/or MSP globally in multiple industries and sectors globally.

● Leadership qualities, including the ability to motivate and inspire team members to achieve goals and deliver results.

● Up to date with the latest Talent trends in the market, innovative tooling and methods.

● Employer branding and employer value proposition creation nature of job and reporting

● Client facing role

● On-site work opportunity

● Reporting to the Director / Sr. Director of Client Delivery

● Opportunity to work with regional teams in APAC, NAM, and EMEA