account director/manager - malaysia in kuala lumpur

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job details

kuala lumpur, wilayah persekutuan
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Human Resources
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job description

Job title: Account Director- RPO


Responsible for providing the client with a specialist recruitment solution based on their service offering. Responsible for managing the onsite team, reporting back to client and RSR key stakeholders

Reporting to:

Client Services Manager or Director

Job purpose:

To achieve business targets through:

  1. Providing leadership in  managing operations
  2. Developing, supporting and motivating teams


Main accountabilities:

The main accountability areas for this position are:

  • Key stakeholder management
  • Operations management
  • People management

Client management
Key activities:

  • First point of contact for client 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 KPI’s & SLA’s
  • 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
Key activities:

  • Analyse recruitment demand, 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.
  • Comply with internal processes at all times

People management
Key activities:

  • 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.  
  • Conduct team meetings to promote teamwork, set & prioritize goals and inform on company updates.


Key Performance Indicators:

The following indicators are suggested to monitor performance and can be used to identify problem areas:

  • Achievement of Contract performance KPIs 
  • Client satisfaction
  • Contract P&L performance to budget
  • Employee Engagement


Knowledge, skills and experience:

  • Expertise within the sector or business line
  • Proven results as a Manager and\or Team Leader
  • Business management experience