Global Operations Manager - BPO

The Microsoft Global Operation Manager will oversee a team of trainers responsible for the creation, development, and execution of all training within the Microsoft account. They support all RPO/BPO delivery teams within the account, partnering with Quality and Delivery teams to train new hires and develop process, behavioral, and soft skills training. They also create and conduct training for new and existing processes, based on business needs and SLA trends. 

In this role, you will be the client focal and subject matter expert for process excellence, partnering directly with key stakeholders at Microsoft.  You will handle complex specialist questions and give advice, providing professional knowledge and knowledge of processes/resources/instruments of expertise (knowledge sharing). 

Duties and Responsibilities

• Partner with key client stakeholders to analyze processes, provide recommendations
• Review existing processes and practices for continuous improvement opportunities 
• Proactively analyses and translates data into recommendation for new/revised training content and curriculums and then executes the creation of said content
• Evaluate and maintain current training delivery methods and make recommendations to improve trainee experience as well as outcome.
• Ensure at a regular cadence that all training content is updated real-time as systems, best practices, business processes evolve overtime
• Lead in the content development for various training types, including, but not limited to new hire training, process training, behavioral training, leadership, AI and softskill training.
• Partner with quality and delivery teams to identify critical training content needs or gaps that are essential to drive growth
• Seek to identify, repurpose and leverage existing training content within the greater organization that would is applicable to the account and create supplemental content that is account-specific
• Develop training schedules and plans for training initiatives
• Update SOPs and proactively review/update training materials and document changes to process, systems or policies
• Coordinate time studies to support productivity targets.
• Partner with Trainers on training targets and completion results.
• Partner with Business intelligence team for reporting to monitor delivery results that may pose areas of opportunity to reduce waste or process improvements as well as, highlight improved results based on process or other changes/recommendations.

Basic qualifications:

• 4+ years experience in a BPO  and/or RPO environment
• 2+ years client-facing stakeholder management experience
• Proven experience in developing and recommending process improvements to clients 

Preferred qualifications include:

• People management experience 
• Experience working in a global environment 
• Hands-on experience developing training curriculums, based on data-driven insights and partnership with stakeholders
• 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

Knowledge, Skills, and Abilities

• Knowledge of instructional design theory and implementation
• Knowledge of learning management systems and web delivery tools
• Proven ability to complete full training lifecycle (assess needs, plan, develop, coordinate, monitor and evaluate)
• People leadership and professional development skills
• Familiarity with traditional and modern job training methods and techniques

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants.  If you require a reasonable accommodation to make your application or interview experience a great one, please just let us know.

The base salary range for this position is $96,800–$121,000.

At Randstad, we know employees that are cared for holistically have the confidence to bring their fullest potential to work, so we make investments in our people.

Pay offered to a successful candidate will be based on several factors including the candidate’s education, work experience, work location, specific job duties, certifications, etc. Based on eligibility, a successful candidate’s total compensation may include a variable pay plan including bonus(es) and/or commission(s). In setting compensation, Randstad complies with all local wage and hour laws and while the pay range listed above is an annual amount, non-exempt employees will be paid hourly and therefore receive the hourly equivalent.

In addition, Randstad offers rich learning & development opportunities, a 401(k) plan, a stock purchase plan, and comprehensive medical, dental, vision, disability and life insurance to uniquely fit your needs. Randstad also focuses on overall wellbeing with our award-winning wellness program, a generous time off policy (including at least 18 paid days off in your first full year, 1 paid volunteer day, and 9 paid holidays), and offers discounts on everything from cell phone plans to car purchases.

Applications Accepted on Ongoing Basis Until Filled