Position Summary

The Director of Operational Excellence is a client facing role supporting the growth, performance and retention of the RSR client portfolio. This position helps to drive performance, innovation, and strategies that ensure our delivery teams are optimizing quality, cost savings and continuous improvement while meeting our client’s delivery goals.

Duties

• Consult, lead and execute on initiatives that drive Client Success and Quality Operations.
• Support a performance driven culture ensuring that improved capacity, productivity, efficiency and quality are central to change initiatives.
• Identify and standardize best practices across all solutions. Curate centralized resources with standardized templates, case studies and operational guidance.
• Develop detailed documentation such as standard operating procedures, process flows and communication templates.
• Conduct process and/or technology focused gap and root cause analysis to reduce waste and maximize efficiencies.
• Partner with client delivery teams and clients to implement strategies impacting: SLA attainment, KPI performance, best practice standardization and account innovation.
• Advocate on behalf of delivery teams in cross-functional work streams impacting people, process or technology.
• Perform in-depth data analysis (reviewing, manipulating, interpreting, identifying trends and presenting) of a suite of reports and data. Leverage data insights to diagnose performance and service delivery trends or issues.
• Interface with RSR solution leaders in Managed Services Provider (MSP), Recruitment Process Outsourcing (RPO), Payroll Solution (RSPS/PICS) programs and Total Talent Solutions.

Basic Qualifications

• Bachelor’s Degree or 7+ years of equivalent work experience required
• 7+ years of combined business, recruiting, and operations leadership and demonstrated successes within a complex organization
• 5+ years of experience managing and directing professionals within a client service role in MSP, RPO, Talent Acquisition or Call Center Management
• Knowledge of recruitment systems such as ATS, CRM or VMS
• Intermediate to Advanced G Suite skills
• Lean White Belt Certification or higher (within 90 days)

Preferred Qualifications

• Six Sigma, Lean, process re-engineering methodologies
• Project Management
• Software:  Lucid Chart, Smartsheet, Fig jam or similar tools

Competencies

• Excellent Execution - drive excellent execution by setting up robust processes to execute strategies and follow through with strong monitoring and operational navigation to ensure results. Is firm and courageous in leading execution
• Intellectual Strength - leverage strong intellectual power to identify pattern and draw insights from information in order to conceptualize strategic direction, solve problems and identify opportunities
• Agility - 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
• Connect - identify potential for synergies across the business and build commitment to achieve shared goals. They thrive on working with people (internal & external, clients & flex workers) that represent a mix of backgrounds, insights and perspectives
• Partner - 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