Job Description

About Guidant Global:

Guidant Global delivers dynamic, tailored workforce solutions that empower businesses to thrive in ever-evolving markets. Through our MSP, RPO, Direct Sourcing, Services Procurement and Consulting services, we help organizations find, engage, and manage the best permanent and contingent talent across the globe.

Part of Impellam Group, we champion A Better Way, a people-first approach that integrates deep industry expertise with advanced technology. Our technology turns workforce complexity into clarity, with real-time insights that support smarter talent decisions at scale.

With over 1.5 million STEM and professional experts in our network across 80+ countries, we don't just solve today's challenges. We're helping to shape the workforce of tomorrow.

About Guidant Global India:

At Guidant Global India, we play our part in shaping the future of work by powering recruitment and support services for Guidant teams across APAC and wider global markets. As a strategic delivery hub and global capability centre, we partner with stakeholders worldwide to raise quality, strengthen compliance, and deliver consistently at scale.

We're not standing still. We're building deeper capability in-house, taking ownership of the work that matters most, and designing an agile, future-ready delivery model built for where the business is heading next.

Join us, and you'll be part of a people-first team that's expert, ambitious, and collaborative, delivering A Better Way, every day.

Role Overview:

The Operations Lead - Out of Hours Support is responsible for leading and coordinating the delivery of out-of-hours operational support for UK operations, ensuring continuity of service outside standard business hours. The role oversees the performance of the Out-of-Hours support team, providing leadership, escalation management, operational oversight, and stakeholder communication to maintain service quality and business continuity.

The Operations Lead works closely with UK operational teams, regional leaders, clients, suppliers, candidates, and internal stakeholders to ensure urgent issues are managed effectively, service levels are achieved, and all out-of-hours activity is accurately documented and handed over. The role acts as the senior operational contact during out-of-hours periods and is accountable for driving consistency, governance, and continuous improvement across the service.

Out-of-Hours Operational Leadership:

Lead the day-to-day operation of the UK Out-of-Hours support function, ensuring service continuity outside of standard business hours.
Provide oversight and direction to Operations Coordinators, ensuring all activity is completed accurately and within agreed SLAs.
Monitor incoming workload, operational priorities, and service demand, reallocating resources as required.
Act as the senior point of contact for all operational matters during out-of-hours periods.
Ensure all activity is accurately recorded and effectively handed over to UK teams at the start of the next working day.

Out-of-Hours (OOH) Support:

Provide out-of-hours administrative and recruitment support, handling inbound candidate and client queries outside of standard working hours.
Manage urgent requests, escalations, and time-sensitive actions during OOH periods, ensuring continuity of service.
Log, track, and hand over all OOH activity accurately to the relevant onshore team at the start of the next working day.
Maintain a thorough understanding of client-specific processes and requirements to ensure consistent OOH service delivery.

Qualifications & Experience:

Experience in an operations, service delivery, customer support, workforce solutions, managed services, or shared services environment.
Previous experience leading, supervising, or coordinating operational teams.
Demonstrated experience managing escalations, incidents, and business-critical operational issues.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Excellent written and verbal communication skills.
Strong stakeholder management and relationship-building capability.
High attention to detail and commitment to operational excellence.
Proficiency in Microsoft Office tools including Excel, Word, and Outlook.
Familiarity with ATS, VMS, CRM, ticketing, or workforce management systems is advantageous.
Ability to make sound decisions under pressure and maintain service continuity during critical situations.
A proactive, customer-focused approach with a commitment to continuous improvement.

What We Offer:

The opportunity to be part of a newly established Global Capability Centre in Hyderabad, supporting operational delivery across international markets.
Exposure to a broad range of operational functions and global business processes across UK&I, Americas, and Asia-Pacific.
A collaborative and supportive culture that values accuracy, reliability, and continuous improvement.
Competitive compensation, structured performance framework, and clear career development opportunities.