managing director, global shared service centers in emea, apac or usa

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emea, apac or usa
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Human Resources
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job description

job role

managing director, global shared service centers

job context and purpose

By creating the position of Managing Director, Global Shared Service Centers, Randstad Sourceright is taking a next step in its plan to accelerate business growth, drive market differentiation and propel value creation for clients.   Our vision is to create a consistent service delivery model that enables increased advisory services.

Randstad Sourceright looks to advance our client value chains by standardization and optimizing parts of our core processes. An important cornerstone is the acceleration of our global SSC strategy where we expect to reap benefits in costs & scale through centralization and offshoring. This will allow Randstad Sourceright to:

  1. Invest in advisory (people & skills) & technology
  2. Provide a more consistent service to our customers (talent pools, lego bricks, data, etc.)
  3. Develop our internal organisation to keep up with our strong growth (people, processes, systems)
  4. Support our margins.
  5. Increase our sourcing effectiveness.

RSR has multiple central delivery locations across the world and four shared service centers that provide cross border support. The purpose of appointing a leader is to lead the way here.    

The Managing Director is a focused, influential leader who will own the SSC strategy, roadmap, and delivery for Randstad Sourceright globally. The MD is responsible for defining a two-phased approach, including a planning phase (“change”) and an execution phase (“run”).  The change phase, to be carried out in year one, will include: developing the future blueprint for RSR’s strategy, including SSC locations, activities, approaches and timelines for centralization and offshoring; defining RSR’s “way of working”; and recruiting and leading a high-performing team with clear roles and accountabilities.

The execution phase, which can run in part parallel, will include: centralizing activities into regional centers; offshoring activities to APAC (Hyderabad), and building the overall SSC capabilities. The expectation is that during the planning phase, the RSR Hyderabad pilot team will report to the MD, in addition to a support team of 2-3 members (e.g., project leader, business analyst, and controller).  The MD will also work closely with a dedicated and seasoned Transition Manager.

As leader of the global SSC function across multiple RSR regions and countries, the Managing Director, will work in close partnership with the regional Managing Directors/President, regional Chief Operating Officers, RSR CFO and other key RSR stakeholders (RSR GLT, Client Services, etc.).  A guiding principle for the creation and execution of the RSR’s SSC approach is “glolocalization”, or the combined global and local voice, expertise and engagement of our RSR employee base. Ultimately, the MD will increase the scalability, flexibility – and consistency – of our work processes, client delivery and client satisfaction to assist with RSR’s competitive advantage and growth acceleration.


Strategic Leadership

  • Lead the Shared Service Centers for RSR; Develop the SSC strategic process globally; own the agenda, roadmap, execution and outcomes evaluation
  • Define a two-phased approach to the SSC strategy, including a planning (“change”) phase and an execution (“run”) phase
  • Develop, document and communicate business processes, workflows and outcomes evaluation that drive client value and scale
  • Incorporate LEAN and Agile approaches into process and demand management; identify areas for innovation, drive continuous improvement, and implement solutions needed to deliver client value
  • Participate in key client QTAM to ensure understanding and translation of ‘voice of the client’
  • Understand the importance of change management to drive success at both offsite and onsite locations to ensure smooth continuation of the recruitment process from sourcing to offer
  • Optimize technology, tools and data to enhance insights and predictive reporting. Work closely with our innovation & technology team to leverage the latest HR technology available
  • Work to ensure a cohesive and highly motivated global team environment with responsibility to foster effective knowledge share and skill transfer across global teams
  • Engage proactively with global clients to understand needs and drivers to ensure appropriate resourcing strategies are aligned
  • Provide strategic support and knowledge sharing for operational leadership across RSR regions including strategic recommendations on what work should be undertaken where.
  • Develop and promote digital fluency and technology adoption to provide mutual benefits to teams and clients (e.g., process improvement, data and insights)
  • Develop an operating model that provides sourcing effectiveness and recruitment excellence

Financial and Outcomes Performance Accountability

  • Develop a business plan (with RSR CFO) that highlights investment and return (impact on cost, churn and scale)
  • Manage SSC global budget and expenses responsibly, including leadership in forecasting and budgeting process
  • Responsible for maximizing assets, driving productivity improvements and managing operational expenses in accordance with regional/global financial forecasts
  • Develop key metrics (with RSR CFO & Operational leaders) against client and RSR value creation drivers, including but not limited to productivity, client/candidate satisfaction score, NPS score, internal quality and cost effectiveness
  • Construct and monitor global SSC Service Level Agreements (SLAs) to ensure performance expectations are met/exceeded; drive continuous improvement to achieve process excellence and service effectiveness

Team Management

  • Develop ‘personality’ in our SSCs with a distinct culture of entrepreneurial spirit, autonomy and an environment that is inclusive
  • Recruit and develop SSC team members to develop their potential and drive performance;  ensure skill proficiency in the areas of digital fluency and driving insights through data and information
  • Ensure a one team approach inclusive of offsite and onsite team members to ensure effective adoption
  • Ensure all global people management processes are carried out in line with company policy
  • Ensure team member goals are aligned to meet SLAs and budget
  • Enlist key subject matter experts to create and deliver training where necessary on the appropriate skills and techniques needed to achieve results
  • Demonstrate leadership behaviors that align with RSR’s leadership framework to engage team members and drive SSC results
  • Determine and perpetuate the RSR “way of working” that encompasses our entrepreneurial spirit, autonomy and inclusion
  • Contribute to the performance of the RSR Global Leadership Team through consistent interaction, participation and communication

skills and competencies


Responds to differences and changes in the internal or external context, taking a flexible approach to reach business outcomes. Specifically, adapts tactics; for example: while maintaining the same overall plan or strategy, changing how to accomplish goals in line with changing circumstances.

Conceptual Thinking

Thinks through issues by seeing the pattern or big picture, brings facts and ideas together, and develops innovative or creative insights. Specifically, cuts through complexity; for example: by explaining complex situations or data in a way that is easy for others to understand.

Intellectual Strength

Leverages strong intellectual power to identify patterns and draw insights from information in order to conceptualize strategic direction, solve problems and identify opportunities.

Execution Excellence

Drives excellent execution by setting up robust processes to execute strategies and follow through with strong monitoring and operational navigation to ensure results. Displays firm and courageous behaviors in leading execution.

Customer Focus

Identifies and meets the needs of internal and external customers, being continually focused on outcomes. Specifically, customizes solutions; for example: by recommending or adapting products, services or solutions to address the customer's current and changing needs.

Drive for Results

Focuses on assessing, measuring and improving performance. Shows drive and determination to meet short- and long-term goals. Specifically, takes calculated risks; for example: thoughtfully committing resources in the face of uncertainty to reach challenging goals.

Quality oriented

Uses comprehensive knowledge and skills to act independently while guiding and training others on take action to increase quality.

Commercial Acumen

Acts as the organization's authority and established expert to develop solutions based on an understanding of the business environment and objectives.

Team Leadership

Builds a high performance team by ensuring that the team is focused, motivated and inspired to achieve team objectives. Specifically, inspires commitment; for example: by generating excitement, enthusiasm and confidence in the group mission and purpose.

job requirements


Bachelor’s degree is required

Master’s degree or additional education, strongly preferred

LEAN and Agile training, strongly preferred


  • Significant experience leading in a complex, end-to-end Shared Service Center or Business Service environment with a global organization, required
  • Strong experience in recruiting and/or professional staffing, highly preferred
  • Experience as a strategic leader managing in complex, global environments required
  • Experience in change/transformational leadership skills, required
  • Proven ability to liaise with executive levels of management, required
  • Previous experience building business cases and negotiating and managing budgets, required


  • Ability to consult with and identify needs of customers, and to deliver, negotiate, decline and adjust expectations accordingly
  • Strong organizational, analytical, and problem solving abilities
  • Must work independently and manage multiple priorities in a fast-paced environment
  • Unsurpassed level of professionalism and ability to communicate at all levels of the RSR and client organizations
  • Excellent communications, influencing and negotiating skills with C-suite leaders
  • Knowledge of current trends and best practices in global Shared Service Centers
  • Must demonstrate transformational change management skills
  • Consultative skills with demonstrated ability to engage clients and drive value are required

Additional Skills Needed

  • Excellent command of the English language (written and spoken)
  • Ability to speak a second language is preferred depending on region assigned

about Randstad Sourceright

Randstad Sourceright is a global talent leader, providing solutions and expertise that help companies position for growth, execute on strategy, and improve business agility. Sourceright’s experience encompasses all facets of the talent acquisition of permanent employees and the contingent and contractor workforce. Key offerings include Managed Services Provider (MSP) programs, Recruitment Process Outsourcing (RPO) and Blended or Total Talent Workforce Solutions.