Senior Director of Operations

about Randstad enterprise

Randstad Enterprise Group (REG), a new world-class talent advisory infrastructure that leverages

Randstad's breadth of services to build total talent models that generate maximum business value for clients. Bringing together Randstad's global strategic accounts teams, with the sales and solution design functions of world-leading RPO and MSP provider Randstad Sourceright, the new group is focused on elevating enterprise customer value propositions and developing strategic roadmaps across the total talent lifecycle by drawing on Randstad's complete portfolio of services, products and solutions globally.

As a Senior Director of Operations, BPO/RPO Quality you will have comprehensive operational and strategic accountability for the Quality Assurance function throughout our Google partnership. This leadership position demands a forward-thinking approach, where you will be instrumental in conceptualizing, developing, and executing robust business plans, refined processes, innovative strategies, and essential skill development initiatives. Your ultimate objective will be to significantly elevate the quality of our RPO and BPOservices, fostering a partnership defined by excellence and continuous improvement.

In a highly consultative capacity, you will proactively identify, champion, and drive strategic initiatives designed to advance the delivery of services offered. This includes, but is not limited to, optimizing existing workflows, implementing best practices, integrating new technologies, and fostering a culture of quality-first within the operational teams. Your ability to translate strategic vision into actionable plans will be key to success

.Reporting directly to the VP of Operations, the Senior Director BPO/RPO Quality Operations will play a crucial supportive role for the VPs of both BPO and RPO functions. Operating within a dynamic, matrix-based environment, you will provide critical support to ensure that each workstream consistently achieves its Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Beyond mere compliance, a key aspect of your role will involve the consistent identification and proactive flagging of opportunities for efficiency gains. This includes analyzing performance data, conducting root cause analyses, and proposing solutions that not only resolve issues but also prevent recurrence, ultimately contributing to enhanced operational effectiveness and overall client satisfaction

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Duties and Responsibilitie

• s:Strategic leader for Quality Assurance, acting as owner and driver of initiatives within Quality organization and SPOC for Quality in Global, account-wide initiativ
• esAnalyzes Global Quality function by workstreams and regions, identifying larger trends and account risk, partnering with Senior Leadership to proactively identify, recommend and implement solution
• s.Partner with L&D and Delivery Directors to use trend analysis to create joint action plans and incorporate learnings into both training and process innovatio
• nsProactively identify opportunities to create efficiencies, add value and expand support provid
• edResponsible for partnering with Delivery on overall P&L including forecas
• tsResponsible for ensuring all teams meet SLAs and customer satisfaction targe
• tsDevelop content and lead presentations for business and partnership reviews both internally and externall
• y.Keep up to date on new/innovative methodologies needed to elevate current Quality Assurance offering to client
• s.Coach and mentor direct reports in their development within a global te
• amEstablish metrics, goals and expected performance levels for overall team productivity and provide feedback and coaching to direct reports where appropriat
• e.Provide training where necessary on the appropriate skills and techniqu
• esEffectively manage and document performance and disciplinary actions as neede

d.

Position Requiremen

ts:Basic qualifications inclu

• de:Bachelors Degree in Business Management, or related field or years of equivalent work experience requi
• red7-10+ years of related Quality Assurance, BPO, Recruiting and operational leadership and demonstrated successes within a complex organizat
• ion5+ years of experience managing and directing professional Quality Assurance teams within a client service r

ole

Preferred qualifications incl

• ude:MBA preferred in related f
• ieldPHR, SPHR, PMI or similar disciplines prefe
• rredExperience managing a P&L, including forecas
• tingLEAD Six Sigma Certifica
• tionAbility to manage multiple teams or a single complex team; escalate conflicting priorities; influence team members and business leaders to successfully exe
• cuteAbility to negotiate agreements and/or reach consensus with all levels and positions within the organiza
• tionSuperior consulting, leadership, management, interpersonal and mentoring sk
• illsDetail oriented with a passion for quality, initiating system and process improvem
• entsManagement skills based on several years of experience preferably in a matrix based environ

ment