Head of Operations

About Randstad

Enterprise Solutions

Randstad Enterprise Solutions including Randstad Sourceright, Randstad Enterprise Group and Randstad RiseSmart provides solutions and expertise that help enterprise clients position for growth, execute on strategy and improve business agility. Working across the broad spectrum of Randstad Enterprise Solutions, the collective experience of the teams encompasses all facets of the global talent spectrum, from the acquisition of talent to skilling and coaching to outplacement solutions. Enabled by innovative technologies, key offerings include HR and recruitment solutions, recruitment process outsourcing (RPO), managed services programs (MSP), statement of work (SOW), outplacement, coaching and total talent solutions.

Job Context

Director of Operations

Client-centric service delivery and Strategic Leadership

• Act as the primary operational liaison for executive client stakeholders, ensuring a unified global narrative. You will translate complex internal GBS operations into a seamless single voice experience, aligning Randstad's delivery capabilities with the client's long-term talent strategy.
• Provide high-level analytical insights. This includes leveraging historical data and market trends to consult clients on talent delivery, thereby positioning the delivery entity as an indispensable strategic consultant.
• Partner with commercial leads to identify expansion opportunities. By consistently exceeding performance benchmarks and stabilizing the client's internal hiring ecosystem, you will create the operational trust necessary to drive cross-selling and upsell initiatives within the portfolio.
• Transforming client feedback into actionable service improvements, ensuring the delivery team acts as a strategic consultant rather than a transactional vendor

Operational Excellence and Global Collaboration

• Deliver consistent, high quality solutions, collaborate with regional/ global teams as necessary.
• Move to a culture of high-stakes accountability. You will leverage historical data and statistical modeling to set aggressive performance benchmarks, tracking the ROI of enabling functions (Training/QA) and ensuring every recruiter is operating at peak productivity levels.
• Lead a relentless drive for efficiency by adopting best in class transformation methodologies. You will focus on improving time to value and ROI ratios through systematic process mapping, ensuring that the cost-of-delivery is constantly optimized without compromising quality.
• Standardize service delivery protocols to ensure that a client receives the same Premier experience regardless of the region. You will orchestrate collaboration between regional delivery hubs and global enabling functions (QA/Training) to eliminate service variances and ensure One Voice across the global delivery footprint.

Team Leadership and Development

• Lead and manage a team of service delivery professionals, providing guidance, training, and fostering a high-performing culture.
• Work closely with cross-functional teams to achieve account objectives.
• Proactively drive upskilling across the team, utilizing a combination of team training and Individual Development Plans (IDPs)
• Provide guidance and mentorship to leaders/team members.
• Monitor hiring and promotional activities within global/regional accounts, ensuring compliance with company standards.
• Promote employee engagement and talent development.

Critical success factors

Willingness to Embrace Uncertainty

• You remain decisive even when the full picture is not yet clear.
• You navigate the ambiguity of a new entity setup without losing momentum.

Ability to Juggle Multiple Priorities

• You effectively manage competing demands from global, regional, and client stakeholders.
• You prioritize high-impact needle-movers while maintaining day-to-day operational rigour.

Data-Driven Risk Taking

• You use historical performance data to move from gut feelings to calculated decisions.
• You identify trends and anomalies in the delivery metrics to anticipate risks before they escalate.

Skills and Competencies

• Industry specialization:

  Deep knowledge of the industry vertical and prior experience working with clients.

• Client-Centricity:

  Exceptional ability to identify and meet client needs, fostering trusted partnerships at the executive level.

• Strategic Thinking:

  Expertise in developing actionable strategies based on market and industry insights.

• Leadership:

  Proven ability to inspire and manage diverse, global/multi country teams.

• Financial Acumen:

  Strong skills in budgeting, financial analysis, and driving profitability.

• Sales mindset:

  Ability to expand services with client, identify opportunities and build compelling business case.

• Innovation:

  Forward-thinking approach to addressing industry shifts and client challenges.

• Communication:

  Exceptional negotiation, influencing, and relationship-building skills with stakeholders at all levels.

Randstad leadership competencies & intellectual strength

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

Agility

Randstad leaders leverage proactively address change on all dimensions. They anticipate change and view situations from different perspectives whilst keeping pace in decision making to realize opportunities and mitigate risks.

Excellent Execution

Randstad leaders drive excellent execution by setting robust processes to execute strategies and follow through with strong monitoring and operational navigation to ensure results. Is firm and courageous in leading execution.

Lead

Randstad leaders enable teams to deliver high performance by providing direction and clarity of purpose, a focus on accountability and the orchestration of efforts. They set high standards and provide the support people need.

Connect

Randstad leaders identify potential for synergies across the business and build commitment to achieve shared goals. They thrive on working with people that represent a mix of backgrounds, insights and perspectives.

Partner

Randstad leaders build strategic partnerships with clients and stakeholders. They actively shape the external environment for the success of Randstad, leveraging their personal credibility and thought leadership in getting people onside.