Role Purpose

The Senior Operations Expert (MSP/SOW – Process & Governance Focus) is a global operations and governance role responsible for ensuring operational excellence, process standardization, VMS optimization, compliance, and continuous improvement across Randstad Sourceright’s Managed Service Provider (MSP) and Statement of Work (SOW) programs.

Based in India, this role supports multi-region operations (APAC, EMEA, and Americas) and serves as the central operations subject matter expert, focusing on global process standardization, SOPs, working instructions, VMS optimization, compliance, performance monitoring, and automation to drive consistent, efficient, and high-quality delivery across all regions for the client.

Key Responsibilities

1. Global Process Standardization & Governance

• Own and standardize global MSP/SOW processes, ensuring consistent application across regions while accommodating necessary local variations.
• Develop, maintain, and update Standard Operating Procedures (SOPs) and working instructions to reflect best practices, regulatory requirements, and operational standards.
• Ensure all processes comply with legal, regulatory, and corporate requirements.

2. VMS Optimization & Management

• Drive optimization of the VMS system (preferably SAP Fieldglass) to improve process efficiency, accuracy, and compliance.
• Support configuration, workflow enhancements, automation, and reporting improvements in the VMS.
• Provide guidance and training to stakeholders on VMS best practices, usage, and governance.
• Analyze VMS data to identify trends, bottlenecks, and opportunities for operational improvement.

3. Continuous Improvement & Automation

• Identify opportunities for process optimization through data analysis, feedback, and benchmarking.
• Lead initiatives to implement automation and digitalization to improve efficiency, accuracy, and operational visibility.
• Drive continuous improvement initiatives to enhance operational excellence and client satisfaction.

4. Stakeholder Liaison & Collaboration

• Act as the primary liaison for global and regional stakeholders on process governance and VMS matters.
• Facilitate alignment, communication, and training to ensure consistent process and system adoption.
• Partner with cross-functional teams to streamline workflows and drive operational efficiency.

5. Compliance & Risk Mitigation

• Ensure all MSP program processes and VMS operations comply with legal, regulatory, and corporate standards.
• Identify, assess, and mitigate operational, commercial, and process-related risks.
• Implement governance and monitoring mechanisms to ensure adherence to controls and standards.

6. Performance Monitoring & Reporting

• Establish and track KPIs to measure process and VMS performance, compliance, and efficiency.
• Maintain dashboards and reporting mechanisms to provide actionable insights to senior management.
• Support initiatives to improve reporting automation and visibility of operational performance globally.

Skills, Knowledge & Experience

- Extensive experience in MSP operations, process governance, VMS optimization, or service delivery operations in a complex, multinational environment.
- Extensive knowledge of global recruitment processes, risk management, and process optimization strategies.
- Strong understanding of VMS systems (preferably SAP Fieldglass), commercial models, rate card governance, and procurement operations.
- Process-oriented mindset with strong attention to detail and quality focus.
- Excellent communication, interpersonal, and organizational skills, capable of influencing across teams and regions.

Education & Certifications

- Bachelor’s degree in Business, Commerce, or Operations Management (required).
- MBA or Postgraduate qualification in Operations / Business Analytics (preferred).
- Lean Six Sigma / Process Excellence certification desirable.
- CCWP or equivalent certification is a plus.