Job Title: Manager RPO Delivery Excellence
Location: Mumbai/Bengaluru
Role Overview:
The Delivery Excellence RPO serves as the primary governance and performance lead for RPO engagements, ensuring delivery against agreed recruitment SLAs, compliance standards, and commercial objectives. This role partners closely with client stakeholders, account leadership, and global delivery teams to provide transparent reporting, proactive risk management, and continuous improvement, including the integration of AI and automationacross the end-to-end recruitment lifecycle.
Key Responsibilities:
RPO SLA Governance & Recruitment Performance
- Own and manage end-to-end recruitment SLAs including time-to-fill, submittals, interview-to-offer ratios, offer acceptance, and quality metrics.
- Conduct regular SLA audits and present performance trends, risks, and improvement plans to client stakeholders.
- Drive continuous improvement initiatives to enhance hiring outcomes and candidate experience.
- AI Integration: Identify opportunities to leverage Generative AI and talent intelligence tools to optimize recruitment lifecycle
Performance Reporting & Automation
- Prepare and present Daily, Weekly, and Monthly RPO dashboards and MIS for client governance and operational review meetings.
- Design and maintain client-specific recruitment trackers, scorecards, and dashboards aligned to contractual KPIs.
- Ensure data accuracy, consistency, and timely availability of recruitment performance insights.
- Process Automation: Lead projects to automate manual reporting tasks and recruitment workflows (e.g., automated scheduling, AI-powered screening) to increase delivery speed.
Compliance, Risk & Escalation Management
- Monitor compliance with RPO processes, data integrity standards, and contractual obligations.
- Prepare detailed Root Cause Analysis (RCA) reports for SLA breaches or hiring delays and present corrective action plans to clients.
- Act as the single point of contact for client escalations related to recruitment performance and reporting
Operational & Capacity Management
- Track and report productivity of sourcing and recruitment administration teams.
- Conduct capacity and manpower planning to align recruiter and sourcer bandwidth with hiring demand.
- Lead weekly internal performance reviews to address delivery challenges impacting client hiring goals.
Commercial & Financial Oversight
- Track commercials, hiring volumes, and cost projections against the RPO contract.
- Highlight potential revenue leakage, cost risks, or volume deviations to account leadership and clients.
- Coordinate with Global Performance Manager and finance teams to ensure accurate invoicing and timely client payments.
Stakeholder & Collaboration
- Lead weekly governance connects with client stakeholders to review performance, risks, and action plans.
- Collaborate with global RPO delivery teams to resolve process, data, or system-related challenges.
- Partner with Account Directors and Client Success Managers to strengthen client relationships and service delivery.
Skills & Competencies:
- Analytical Excellence: Strong analytical and reporting skills with experience in dashboards and MIS.
- Domain Expertise: Deep understanding of recruitment metrics and HR SLAs.
- Relationship Management: Stakeholder and client management expertise.
- Operational Rigor: Process improvement, audit experience, and strong attention to detail.
- Communication: Excellent communication and escalation management skills.
- AI & Tech Savvy: Proficiency in AI-driven analytics and predictive modeling for TA.
- Ability to implement and govern an automated RPO tech stack (ATS, CRM, and AI overlays).
- Knowledge of prompt engineering to enhance team productivity in sourcing and outreach.
Education & Experience:
Education-
- Bachelor's degree in Human Resources, Business Administration, Management, Analytics, or a related field.
- Master's degree or certification in HR Analytics, Operations, or Project Management is an added advantage.
Experience-
- 10+ years of experience in recruitment operations, RPO performance management, or workforce analytics.
- Digital Transformation: Minimum of 23 years leading automation or digital transformation initiatives within a talent function.
- Governance: Proven experience managing recruitment SLAs and client-facing performance governance in an RPO environment.
- Technical Literacy: Hands-on experience with dashboards, MIS reporting, and recruitment metrics.
- Global Exposure: Experience working with global stakeholders and multi-location delivery teams.
