Business Process Outsourcing Manager

As a delivery manager, youll develop strategies necessary to meet the clients 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. Youre 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 KPIs & SLAs

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