Randstad Sourceright is looking for a Client Services Director ( Head of Shared Services ) to help us design and drive a world-class operations delivery to one of our biggest clients. In this strategic leadership role, you will be responsible to provide specialist recruitment services to our clients across APAC & NAM regions. You will serve as a key member of the leadership team and will collaborate widely with regional and global stakeholders, vice presidents of client delivery, HR leaders and clients.
As a head of the project, you will have end-to-end accountability for : Visioning, designing, implementing and managing the priorities of business by creating a strong SSC (shared services center) ● Acting as a primary point of contact for client and internal stakeholders ● Managing the overall business operations at regional level - APAC/NAM ● Coaching and mentoring the onsite teams, in a complex matrix based environment, to ensure timely delivery and maximum productivity ● As the head of SSC, you’ll develop strategies necessary to meet the client’s expectations based on agreed SLAs. ● You are also responsible to develop and maintain a positive working relationship with the client.
Locations : Hyderabad & Bengaluru
Primary responsibilities :
Key stakeholder management : Acting as first point of contact for clients and first escalation point for any daily operational issues. Work closely with the Directors of different Line of Businesses to set the right expectations and deliver against them. 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.
Operations management : Ensuring onsite team is meeting internal and client KPI’s & SLA’s. Analyze SLAs, recruitment services and delivery costs to identify where improvements can be made in quality and productivity and ensure targets are met. Develop and refine client processes and procedures, identify areas for improvement and implement solutions needed to streamline work-flow and increase operating efficiency Manage financial and administrative processes in accordance with company policies, standards and procedures to support day to day management of the business.
People Management : Lead and manage a large team of Directors, Associate Directors, Sr. Managers, Managers & Associates. 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 and constructive feedback to staff.
Required skill-set & Qualifications :
● Minimum bachelor’s degree from a UGC/AICTE accredited university (Master’s preferred) ● 17-25 years of corporate experience, preferably BPO / KPO similar industries - Core Operations Comfortable and skilled in leading and managing large teams and managing cross-functional stakeholders ● Must be able to hold relevant and intellectually stimulating conversations with the leadership ● Analytical mindset and ability to drive change management ● Strong knowledge of HR operations, shared services model, payroll, benefit programs, technology, and service delivery in a growing organization ● Superior consulting, leadership, management, interpersonal, and mentoring skills ● Positive attitude and problem solving skills, willingness to learn and build ● Should have commercial acumen and client focus...