Client Services Director - INDIA (HR Shared Services)
Randstad Sourceright is looking for a Client Services Director to help us design and drive a world-class operations delivery to one of our biggest clients. In this strategic leadership role, you will be responsible to provide specialist HR Shared Services - Operations Services to our clients across global regions.
You will serve as a key member of the leadership team and will collaborate widely with regional and global stakeholders, vice presidents of client delivery, HR leaders and clients.
Lead the Onboarding and Employee Data Management processes.
Own the transition plan for transitioning work into HR Shared Services from HR partners and Global COEs.
Coordination and execution of the transitions Global HR processes within defined KPIs.
Manage input from stakeholders to continuously improve and develop the Service transition process, procedures and templates.
Managing day to day relationships with HR Shared Service Operations ensuring KPI and compliance standards are met.
Ensures the service line operations are efficient and effective and that SLA's are met.
Generate revenue opportunities and maximize margin.
Ensure client’s data is accurate and quality controls are in place and followed and all compliance requirements are met.
Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary.
Stakeholder management : As a location leader for RPO – manage internal & external stakeholders & manage strategic alliances with clients. Ensuring onsite and offsite teams are meeting internal and client KPIs and SLAs o Engaging with clients to ensure appropriate resourcing strategies are aligned and put in place and forecasting is achieved. Develop and refine client processes and procedures, identify areas for improvement and implement solutions needed to streamline work-flow and increase operating efficiency o Responsible for meeting customer satisfaction targets. Managing ad-hoc project based work and reporting to benefit the smooth running of the client account.
Operations management : Should handle end-to-end accountability for each client o Analyze recruitment demand, recruitment services and delivery costs to identify where improvements can be made in quality and productivity and ensure targets are met. Developing and maintaining internal 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.
People management : Workforce planning in line with business projection. Align self on the 5-3-1 framework for an engaged team. Provide leadership, coaching and support to teams and consultants to ensure that they perform to the maximum of their abilities. Provide clarity in terms of Goals and KPIs and give regular and constructive feedback to team to enhance productivity.
- Minimum bachelor’s degree from a UGC/AICTE accredited university.
- 18 - 25 years of corporate experience.
- 10-12 years of minimum experience in a leadership role.
- Experience in Human Resources or Shared Service Operations (In sourced or outsourced)
- Client management and client relationship building. Ability to carefully sense & identify client concern or dissatisfaction - and perform actions to address them quickly.
- Sound Operations management experience (including service performance metrics management).
- Sound contractual / change management knowledge.
- Previous experience in matrix management, commercial / corporate background desirable.
- Project management, financial and commercial Skills.