Business Process Outsourcing Manager

As a delivery manager, you'll develop strategies necessary to meet the client's expectations based on agreed SLAs.

You will monitor and assist your team in a matrix-based environment to ensure the maximum productivity, and

on-time completion of targets and goals. You're also responsible to develop and maintain a positive working

relationship with the client.

roles and responsibilities

Key stakeholder management

● Acting as first point of contact for clients and first escalation point for any daily operational issues.

● Proactively engaging with the client to understand recruitment needs and drivers to ensure appropriate

resourcing strategies are aligned and put in place and forecasting is achieved

● Ensuring onsite team is meeting internal and client KPI's & SLA's

● Develop and refine client processes and procedures, identify areas for improvement and implement

solutions needed to streamline work-flow and increase operating efficiency

● Responsible for meeting customer satisfaction targets

● Ongoing account development and up-selling from existing solution and engaging with necessary Randstad

colleagues

● Managing ad-hoc project based work and reporting to benefit the smooth running of the client account

● Prepare activity reports to support effective management of information reporting.

Operations management

● Analyze SLAs, recruitment services and delivery costs to identify where improvements can be made in

quality and productivity and ensure targets are met.

● Maintain external networks with industry associations, government bodies, networking events and others,

to obtain market information.

● Developing and maintaining internal RSR Operations and Infrastructure networks.

● Manage financial and administrative processes in accordance with company policies, standards and

procedures to support day to day management of the business.

● Resolve escalated commercial and contractual issues or complaints, if needed and in line with company

policy.

People management

● Lead and manage the recruitment and induction of consultants to ensure business resource plans have

been achieved.

● Provide leadership, coaching and support to teams and consultants to ensure that they perform to the

maximum of their abilities.

● Assess and address training needs of staff to support personal development plans.

● Provide regular communication to staff to update them on market developments, business priorities and to

create a positive working environment.

● Provide regular and constructive feedback to staff.

Grade Descriptor • In-depth understanding of concepts and principles in own discipline and a good knowledge of these elements in related disciplines • Provides management and direction to professional employees may occasionally manage supervisors or managers • Has accountability for the budget/P&L, performance and results of a team or multiple diverse teams • Executes business plans and contributes to the development of team / business area strategy • Addresses issues with impact beyond own team based on knowledge of related disciplines; may lead formulation and monitoring of policy and professional standards • Makes decisions that impact the results of a business area –including the support, prioritization, and funding of projects, products, services and/or technologies