Director of Operations Excellence (PMO)

Roles and responsibilities:

Operational Rigor and Continuous Improvement:

• Develop a deep understanding of the accounts operational landscape, including processes, productivity metrics, and SLAs.
• Identify and analyze operational gaps, inefficiencies, and bottlenecks through data-driven analysis of key metrics.
• Conduct thorough root cause analysis by gathering information from operational leads and support teams.
• Propose and implement data-informed solutions to improve productivity, performance, and client satisfaction.
• Develop and implement strategies to address identified operational challenges, driving continuous improvement.
• Identifies & addresses inefficiencies & opportunities account-wide. Collaborates SLT, workstream OpEx and Sr PMs to drive strategic initiatives forward. Global Kaizens, continuous improvement.
• Key driver of innovation management
• Drives and tracks global productivity/efficiency gain and cost savings efforts.

Project Leadership and People Management:

• Lead and manage multiple concurrent projects, ensuring alignment with client objectives and Randstad's strategic goals.
• Manage and develop project and operational excellence contributors in a matrixed-reporting environment, developing skill in comprehensive project lifecycle management, business process support and OpEx.
• Develop, implement and track robust reporting mechanisms and KPIs to monitor progress, identify potential risks, and ensure transparency.
• Facilitate cross-functional collaboration with support teams (e.g., training, audit) to ensure initiative alignment and accountability.

Stakeholder Management:

• Build and maintain strong relationships with Google and internal teams, fostering collaborative partnerships for account-wide success.
• Effectively communicate project progress and insights to both internal and external stakeholders, ensuring alignment with Randstad leadership’s perspective.
• Confidently represent Randstad as a strategic partner to Google, showcasing our value, commitment, and the positive impact of our partnership.

Basic qualifications:

● Business related postgraduate qualification or equivalent relevant business

• 7-10+ years of related Project Management, Operational Excellence and operational leadership and demonstrated successes within a complex organization, RPO/BPO Preferred
• 5+ years of experience managing and directing professional PMO/OpEx teams within a client service role
• LEAN Six Sigma Certified (Black Belt+ Preferred)

Preferred qualifications include:

• MBA preferred in related field
• Proven experience in project management and operational excellence, preferably within a fast-paced, client-focused BPO /RPO environment.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across teams.
• Ability to work independently and manage multiple priorities in a dynamic environment.
• Strong organizational and time-management skill
• Bachelors Degree in Business Management, or related field or 8-10 + years of equivalent work experience required