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Job Purpose:
To deliver specialised Recruitment Process Outsourcing (RPO) solutions tailored to client-specific requirements as defined in contractual agreements. This role involves comprehensive management and control of all sourcing and recruitment activities within the client's organisation.
The Operation Manager acts as a key liaison, interfacing with Hiring Managers and internal stakeholders to enhance the recruitment process, while leading and developing an onsite and offshore delivery team.
Responsibilities:
Operational Management:
- Provide clear direction and guidance to the Delivery Team, ensuring their knowledge, skills, training, and support are aligned with operational requirements.
- Ensure the team has timely access to necessary tools and resources, and communicate company updates effectively.
- Foster a cohesive and highly motivated team environment, facilitating knowledge sharing and skill transfer. Conduct regular direct report meetings to promote teamwork.
- Identify, select, and onboard effective staff to meet service delivery commitments.
- Manage or participate in ad-hoc projects and perform other duties as assigned by management.
- Share account performance and identify opportunities with relevant internal stakeholders, maintaining ownership.
Budgeting & Costing:
- Ensure the overall solution delivery meets budget and time constraints.
- Monitor the Profit & Loss (P&L) and actively participate in forecasting and budgeting processes.
- Manage expenses responsibly within agreed parameters.
- Audit and verify the accuracy of invoices and billing accruals.
- Maintain familiarity with contract schedules and terms, and execute accordingly.
Building Capability:
- Coach and mentor the team to achieve required service levels, providing recognition for positive results.
- Share best practices and contribute to the continuous improvement of Randstad Sourceright (RSR).
- Provide training on relevant skills and techniques, and coordinate training for new team members.
- Oversee induction, development, reward, and succession planning.
Client & Customer Management (External):
- Ensure optimal staffing levels to service the account effectively and profitably.
- Provide insightful commentary for management information reporting to clients.
- Manage escalation of external consultant issues, ensuring timely resolution and corrective action.
- Organize and lead Quarterly Business Reviews (QBRs), including SLA management and service/performance reviews.
- Evolve and upsell new solutions and add-ons to the service.
- Lead and manage day-to-day client relationships and expectations.
- Develop strong client relationships, communicate client requirements internally, and provide innovative solutions.
- Liaise on contractual and legal issues requiring client involvement.
- Proactively engage with clients to understand needs and drivers, ensuring aligned resourcing strategies and accurate forecasting.
- Conduct regular meetings with business groups to validate supply issues with Hiring Managers.
- Deliver presentations to prospective clients.
Leadership and Direction:
- Develop and refine client processes and procedures, identifying and implementing improvements to streamline workflow and increase efficiency.
- Serve as a spokesperson for state-of-the-art recruitment strategies and process optimization.
- Lead and implement continuous process improvement initiatives.
- Foster a cohesive and highly motivated team environment, facilitating knowledge sharing and skill transfer.
Performance Management:
- Manage account performance to exceed KPIs and SLAs.
- Ensure customer, external consultant, and supplier satisfaction targets are met.
- Establish metrics and performance expectations for team members, providing feedback and coaching.
- Manage budget/spend and report on team performance through monthly Management Information (MI).
- Ensure team members meet internal RSR SLAs, taking corrective action as needed.
- Monitor and evaluate results to ensure organizational objectives are met.
Competencies:
- Customer Focus: Identifies and meets customer needs, focusing on outcomes.
- Drive for Results: Assesses, measures, and improves performance, striving to meet goals.
- Commercial Acumen: Applies business understanding to develop solutions.
- Quality Oriented: Maintains high quality standards and encourages others to do the same.
- Team Leadership: Builds a high-performing team by fostering focus, motivation, and inspiration.
- Business Perspective: Understands the business context and market dynamics.
- Conceptual Thinking: Thinks strategically, connecting facts and ideas to develop insights.
Experience:
- Significant experience in the recruitment industry in a delivery capacity.
- Proven experience in managing and motivating teams.
- Experience working in an onsite environment (preferred).
- International experience (preferred).
- Demonstrated ability to liaise with all management levels.
- Proven ability to develop and deliver business plans and recruitment strategies.
- Experience researching complex issues and developing recommended actions.
- Experience planning and managing resources to deliver predetermined objectives.
Job Purpose:
To deliver specialised Recruitment Process Outsourcing (RPO) solutions tailored to client-specific requirements as defined in contractual agreements. This role involves comprehensive management and control of all sourcing and recruitment activities within the client's organisation.
The Operation Manager acts as a key liaison, interfacing with Hiring Managers and internal stakeholders to enhance the recruitment process, while leading and developing an onsite and offshore delivery team.
Responsibilities:
Operational Management:
- Provide clear direction and guidance to the Delivery Team, ensuring their knowledge, skills, training, and support are aligned with operational requirements.
- Ensure the team has timely access to necessary tools and resources, and communicate company updates effectively.
- Foster a cohesive and highly motivated team environment, facilitating knowledge sharing and skill transfer. Conduct regular direct report meetings to promote teamwork.
- Identify, select, and onboard effective staff to meet service delivery commitments.
- Manage or participate in ad-hoc projects and perform other duties as assigned by management.
- Share account performance and identify opportunities with relevant internal stakeholders, maintaining ownership.
Budgeting & Costing:
- Ensure the overall solution delivery meets budget and time constraints.
- Monitor the Profit & Loss (P&L) and actively participate in forecasting and budgeting processes.
- Manage expenses responsibly within agreed parameters.
- Audit and verify the accuracy of invoices and billing accruals.
- Maintain familiarity with contract schedules and terms, and execute accordingly.
Building Capability:
- Coach and mentor the team to achieve required service levels, providing recognition for positive results.
- Share best practices and contribute to the continuous improvement of Randstad Sourceright (RSR).
- Provide training on relevant skills and techniques, and coordinate training for new team members.
- Oversee induction, development, reward, and succession planning.
Client & Customer Management (External):
- Ensure optimal staffing levels to service the account effectively and profitably.
- Provide insightful commentary for management information reporting to clients.
- Manage escalation of external consultant issues, ensuring timely resolution and corrective action.
- Organize and lead Quarterly Business Reviews (QBRs), including SLA management and service/performance reviews.
- Evolve and upsell new solutions and add-ons to the service.
- Lead and manage day-to-day client relationships and expectations.
- Develop strong client relationships, communicate client requirements internally, and provide innovative solutions.
- Liaise on contractual and legal issues requiring client involvement.
- Proactively engage with clients to understand needs and drivers, ensuring aligned resourcing strategies and accurate forecasting.
- Conduct regular meetings with business groups to validate supply issues with Hiring Managers.
- Deliver presentations to prospective clients.
Leadership and Direction:
- Develop and refine client processes and procedures, identifying and implementing improvements to streamline workflow and increase efficiency.
- Serve as a spokesperson for state-of-the-art recruitment strategies and process optimization.
- Lead and implement continuous process improvement initiatives.
- Foster a cohesive and highly motivated team environment, facilitating knowledge sharing and skill transfer.
Performance Management:
- Manage account performance to exceed KPIs and SLAs.
- Ensure customer, external consultant, and supplier satisfaction targets are met.
- Establish metrics and performance expectations for team members, providing feedback and coaching.
- Manage budget/spend and report on team performance through monthly Management Information (MI).
- Ensure team members meet internal RSR SLAs, taking corrective action as needed.
- Monitor and evaluate results to ensure organizational objectives are met.
Competencies:
- Customer Focus: Identifies and meets customer needs, focusing on outcomes.
- Drive for Results: Assesses, measures, and improves performance, striving to meet goals.
- Commercial Acumen: Applies business understanding to develop solutions.
- Quality Oriented: Maintains high quality standards and encourages others to do the same.
- Team Leadership: Builds a high-performing team by fostering focus, motivation, and inspiration.
- Business Perspective: Understands the business context and market dynamics.
- Conceptual Thinking: Thinks strategically, connecting facts and ideas to develop insights.
Experience:
- Significant experience in the recruitment industry in a delivery capacity.
- Proven experience in managing and motivating teams.
- Experience working in an onsite environment (preferred).
- International experience (preferred).
- Demonstrated ability to liaise with all management levels.
- Proven ability to develop and deliver business plans and recruitment strategies.
- Experience researching complex issues and developing recommended actions.
- Experience planning and managing resources to deliver predetermined objectives.