operations manager in EMEA

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job description

Date Prepared:

June 2017

Job Title:

Operations Manager –

Reports to:

Global Client Services Director & Local RSR alignment

Direct reports:

Recruitment Business Partners –


Integrated Global Account, MSP & RPO –

Primary purpose of the role:

At our Client “delightful experiences” are at the heart of the organisation. As a partner, it is RSR’s role to actively promote our Client’s values in the market, be an ambassador for its culture and to bring the Client experience to life for its stakeholders and internal and external talent across both permanent and non-permanent workforce, to be the guide and advisor to the Client’s Hiring community in relation to total workforce management. The Operations Manager will ensure that the RSR team are fully equipped and able to deliver this into the market and internally within the Client.


-       To ensure that the Client receives a proactive, truly excellent service, maximising the potential for increased business within that Client regionally and ensuring that the region under control works towards local and global SLA/KPI achievement.

-       To be the central management representative for both onsite and off-site Recruitment teams supporting the Account and to ensure that the Account is being managed in the most efficient and consistent way at all times.

-       Main point of contact for regional UCB HR & Procurement Leads.

-       Responsible for regional programme operations.

-       SLA/KPI performance management.

-       Driving consistency & end to end process management.

-       Team & matrix management.

-       Rolling out tactical and strategic initiatives.

-       Supplier review and engagement.

-       Adapt style and approach in accordance with cultural and business related needs in an international work environment


Key Performance Indicator’s (KPI’s):

These will be agreed by the Operations Manager and Global Client Services Director in accordance with the implementation of the service and development of the Client and the strategic goals of the company which may include:

-       Retention and growth of existing Client and relationship management status with key stakeholders.

-       Satisfaction of hiring and candidate communities.

-       Achievement of Operating Contribution and accuracy in budget and forecast process.

-       100% in-model compliance.

-       Low turnover of staff.

-       Development and maintenance of operational best practises.

-       Generation of additional revenue streams.

-       Adherence to process and data capture requirements.

-       Achievement of laid-down SLAs & KPIs.


Key Responsibilities:


§  Management of Account performance to ensure KPI’s and SLA’s are hit and exceeded

§  Prepare and attend formal quarterly review meetings with Client

§  Ensure optimum staffing levels to service Account effectively and profitably

§  Ensure teams effectively utilise all  possible methods to direct hire

§  Management of Supply Chain relationships, review, engagement and deployment in region

§  Drive consistency in approach across the region and end to end process management

§  Roll out tactical and strategic initiatives across the region


§  Identification and development of key Client relationships; meet key sponsors on a regular, laid down basis

§  Development of existing services delivered to Client Account

§  Identification, initiation and implementation of new service offerings including geographical expansion

§  Act as first point of escalation for all issues arising from RBP activity

§  Act as second point of escalation for all issues arising from Recruitment Centre activity


§  Direct Management of onsite RBPs

§  Matrix management support for offsite recruitment teams

§  Arrange, hold and manage onsite team meetings

§  Adhere to RSR laid down processes around staff appraisal and best practice management


§  Ad-hoc Project involvement and management


Job Holder Declaration:



I …………………………………………………………………….. have read the above. I accept the terms of the Job Description:









Person Specification


Job Title: Operations Manager

Date Prepared:

June 2017  






Business related qualification or equivalent relevant business experience

Postgraduate qualification

Computer Knowledge


MS Office: Word, Excel, PowerPoint Experience of having used in house client systems (SAP, Oracle, PeopleSoft) and both VMS and ATS recruitment systems (Success Factors, Talentlink,i-Grasp, Taleo Fieldglass, Beeline etc..)

Advanced MS Office

Work Experience

Proven recruitment management experience in a multinational organisation as a Recruitment Manager or Talent Acquisition Lead in a client facing role.  Proven experience of managing recruiters over multiple sites and locations. Working experience within both MSP and RPO environment. Experience of managing a business or process within a SLA/KPI framework and of holding commercial responsibility for one’s area of activity. Deep exposure to Client stakeholder management.

Experience of working in an in-house recruitment capacity.

Experience of working on a Client site for an MSP/RPO service provider.

Experience of working in the B2B, Business Services.






Strong concepts

Understanding of business needs

Does the person have an in-depth understanding of the business needs and how own expertise can add value?

·         Has a detailed understanding of the market and business environment. Sees trends in business and market issues and its impact on the staffing industry in general. Uses this information to solve problems or act on opportunities.

·         Is pro-active in translating Randstad Group concepts and business needs into specific actions. Demonstrates conceptual creativity, builds appropriate tools and provides practical support and advice in line with company needs.

·          Understands, within role as a management team member, the Randstad Group and the company strategy and accepts the associated responsibility.

Service orientation

Does the person develop a strong service ethic within own function and provide appropriate support in line with clients’ expectations?

·         Views client satisfaction as one of the key drivers of own activities and is a reliable and trustworthy partner.


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