Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work.

We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we'll help them continue to grow as their needs and ambitions change.

At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally.

We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.

Business Operations Manager - BO&SD

About Randstad:

Randstad is the world's largest talent company and a partner of choice to clients. We are committed to providing equitable opportunities to people from all backgrounds and help them remain relevant in the rapidly changing world of work. We have a deep understanding of the labor market and help our clients to create the high-quality, diverse, and agile workforces they need to succeed. Our 46,000 employees around the world make a positive impact on society by helping people to realize their true potential throughout their working life.

Randstad Global Capability Center, located in Hyderabad, India, is responsible for strategic delivery for Randstad markets and businesses globally. Through our centers of excellence of talent services, human resources, financial services, IT, marketing and business operations, the Global Capability Center is a high growth and acceleration enabler as we become the world's most equitable and specialized talent company.

Role Summary:

The Business Operations Manager is a critical leadership role responsible for orchestrating a diverse service portfolio including Executive Support, Legal & Compliance and analysts. Managing a team of 20+ professionals, you will act as the primary bridge between our Global Capability Center (GCC) and onshore stakeholders. Your mission is two-fold: ensuring flawless daily operations across multiple shifts and functions, while proactively identifying opportunities to expand our service footprint. The role demands a seasoned people manager who can navigate the complexities of international stakeholder management while maintaining a relentless focus on governance and continuous improvement.

Responsibilities:

People Leadership & Talent Management

Scale Management: Directly lead and mentor a high-performing team of talents spanning EAs, Legal specialists and contract analysts.

Performance Governance: Lead the end-to-end performance lifecycle, including objective setting, reviews, appraisals and career pathing.

Operational Readiness: Manage resource planning, including shift rotations, backup/contingency planning and capacity modeling to ensure 100% service continuity.

Mentorship & Onboarding: Lead interview processes and design robust mentoring programs that ensure new hires are productive and aligned with global standards from day one.

Operational Rigor & Escalation Management

Process Integrity : Oversee daily workflows to identify and fix operational fallacies (e.g., communication silos, process drift, or unrealistic onshore expectations).

High-Stakes Escalations: Serve as the primary point of contact for onshore escalations, resolving complex issues with a focus on long-term systemic fixes rather than short-term patches.

Compliance & Governance: Ensure all Legal and Compliance functions adhere to global standards while maintaining local operational agility.

Stakeholder Management & GCC Growth

Global Influence: Engage regularly with onshore leaders (international stakeholders) to gather feedback, align on strategy, and ensure the GCC's value proposition is understood.

Expansion Strategy: Act as a Business Development lead within the GCC to identify additional onshore roles or domains that can be transitioned to the center.

Feedback Loops: Design and implement structured stakeholder feedback mechanisms to measure and improve Client Satisfaction (CSAT).

Project Management & Innovation

Internal Initiatives: Drive in-house strategic projects aimed at improving organizational culture, efficiency or cost-savings.

Digital Transformation: Promote awareness of AI and automation tools identify manual bottleneck processes that are candidates for automation or tool-based optimization.

Key Competencies:

Multi-Level Stakeholder Management: Exceptional ability to adapt communication styles to influence everyone from entry-level employees to senior leaders.

Operational Foresight: A deep-rooted understanding of what can go wrong in a GCC/Captive setup, with the ability to build proactive safeguards.

Cross-Cultural Emotional Intelligence (EQ): Expert-level capability in navigating international work cultures and managing the onshore-offshore dynamic with empathy and professionalism.

Project Management Rigor: Skilled in managing timelines, resources, and risks for internal strategic initiatives.

Continuous Improvement Mindset: Proven ability to look at a stable process and find ways to make it better, faster or more cost-effective ability to champion automation opportunities.

Conflict Resolution: Strong negotiation skills to handle tough conversations regarding ratings, performance escalations, or resource constraints.

Qualifications:

Education: Bachelor's degree in Business Administration, Operations Management, or a related field. MBA or advanced degree is preferred.

Experience: 12+ years of progressive experience in a Captive, GBS or GCC environment.

Leadership: Proven track record of managing diverse teams and interacting with global stakeholders.

Working Hours:

12:00 PM to 9:00 PM IST

Is this the job for you We would love to hear from you! Please apply directly to the role and we will get in touch with you.

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