partner for talent
Randstad has set itself the aspiration to be the world’s most equitable and specialized talent
company. This refreshed strategy creates the roadmap to realize that aspiration and ensures that
Randstad becomes the most valuable partner to talent and its clients.
Randstad has a unique advantage in the market of being the global market leader with the benefit of
truly local expertise. We have a strong brand, passionate culture and core values that are as true
today as when the company was founded over 60 years ago.
We are well placed to build on our strong foundations in the dynamic world of work, by focusing our
efforts on four core specializations and thereby becoming a true partner to talent and clients.

Account Lead – Australia/New Zealand
Role Purpose
Providing clients with a specialist recruitment solution via managing the onsite and offsite team/s,
building strong internal and external stakeholder relationships and driving recruitment delivery.

Main Accountabilities
The main accountability areas for this position are:
● Key stakeholder management
● Operations management
● People management

Client Management
● First point of contact for client and first escalation point for any daily operational issues
● Proactively engaging with the client to understand recruitment needs and drivers to ensure
appropriate resourcing strategies are aligned and put in place and forecasting is achieved
● Ensuring onsite team is meeting internal and client KPI’s & SLA’s
● Develop and refine client processes and procedures, identify areas for improvement and
implement solutions needed to streamline work-flow and increase operating efficiency
● Responsible for meeting customer satisfaction targets
● Ongoing account development and up-selling from existing solution and engaging with
necessary Randstad colleagues
● Managing ad-hoc project based work and reporting to benefit the smooth running of the
client account
● Prepare activity reports to support effective management of information reporting.

Operations Management
● Analyse recruitment demand, recruitment services and delivery costs to identify where
improvements can be made in quality and productivity and ensure targets are met.
● Maintain external networks with industry associations, government bodies, networking events
and others, to obtain market information.
● Developing and maintaining internal RSR 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.
● Comply with internal processes at all times

People Management
● Lead and manage the recruitment and induction of consultants to ensure business resource
plans have been achieved.
● Provide leadership, coaching and support to teams and consultants to ensure that they
perform to the maximum of their abilities.
● Assess and address training needs of staff to support personal development plans.
● Provide regular communication to staff to update them on market developments, business
priorities and to create a positive working environment.
● Provide regular and constructive feedback to staff.
● Conduct team meetings to promote teamwork, set & prioritize goals and inform on company
updates.

Candidate Profile
Experience
● Expertise within the sector or business line
● Proven results as a Manager and\or Team Leader
● Business management experience
● Strong recruitment delivery experience
● Excellent client relationship building skills
● Expert on current trends in recruitment/talent attraction strategies
● Ability to multi-task and manage priorities
● Excellent written and verbal communication skills
● IT skills: Microsoft Office, Google Chrome, Candidate tracking databases

Behavioral Competencies
Randstad have a strong culture in ensuring our people are focussed to deliver against our leadership
profile which underpin all our activities. The desired behaviours are summarised below in the
Leadership 2020 profile.

Competencies
Commercial acumen
● Is quick to gain insight into the dynamics of the market to evaluate the business potential, and if
appropriate, determine the most effective way to commence business and/or increase market
share.
● Is proactive in maintaining their database to capture business knowledge and adheres to the
market approach without exception. Is diligent and compliant in executing the operational
elements of their role in accordance with company guidelines and systems. Makes sound
decisions accordingly.

Customer Focus
● Is proactive in determining client and candidate needs and translates these into transparent and
competitive offerings that differentiate Randstad in the marketplace.
● Has an in-depth knowledge of their client and candidate database to enable an effective match.
● Builds and maintains long-term relationships with clients and candidates.

Impact
● Has presence, gains credibility and inspires trust with clients and candidates. Uses effective
questioning and listening skills.
● Able to negotiate at all levels and resolve issues at first line level.
● Is clear and concise in all forms of communication and is able to adapt their style and tone as
appropriate.

Team work
● Is proactive and supportive in conducting operational activities within the team and office.
● Shares business information and knowledge. Achieves a good balance between individual and
team objectives.
● Gives and receives positive and negative feedback. Is not afraid to address potential problems,
including those of a sensitive nature.
● Accepts responsibility for own actions. Is continually looking to increase professionalism and that
of the team.

Resilience
● Retains their composure in stressful circumstances by identifying key priorities, making
appropriate decisions and/or asking for support when under pressure. Copes with frustration and
disappointment, and keeps issues in perspective.
● Is receptive to continuous change, and communicates it in a constructive and positive manner.

Passion for results
● Has a clear mindset and the drive and energy to achieve targets. Regards obstacles as challenges
and has the necessary determination to overcome these.
● Is diligent in performing operational activities and is always willing to "go the extra mile".
● Aims to exceed targets whenever possible and is constantly searching for areas of improvement
to support this.
● Reflects on their own actions and the reactions of others. Is able to evaluate the consequences of
these, in an objective manner, in order to achieve and/or exceed target.

Drive
● Continuously wins business within the predetermined target areas and timeframes focuses on
growing market share within their existing clients and in converting prospects.
● Is tenacious in pursuing all relevant business opportunities
● Takes calculated risks to achieve business advantage, but would not compromise "quality of
service" and/or the market approach. Involves manager when taking significant risks.

Planning and organising
● Puts together an activity plan, prioritizes key actions, executes and follows up within agreed
timeframes.
● Looks at the "bigger picture" in an objective manner and is structured in their approach when
working in a complex environment.

Promoting (living) core values
● Demonstrates Randstad's Group core values ("to know, to serve and to trust", "the simultaneous
promotion of all interests" and "striving for perfection") in their everyday behaviour.
● Acts consistently in a manner that represents the brand and what it means to be a market leader
in terms of quality. Protects the image and promotes awareness of the brand in the market at all
times.

Superior brands
● Promoting core values

Leadership Competencies
Strong concepts
● Business execution
● Internal processes
● Client focus

Best people
● Impact
● Adaptability
Excellent Execution
● Passion for results
● Team working
● Planning & organizing
Superior brands
● Commercial drive
● Promoting core values

Key Performance Indicators
The following indicators are suggested to monitor performance and can be used to identify problem
areas:
● Achievement of contract performance KPIs
● Client satisfaction
● Contract P&L performance against budget
● Employee Engagement

Language skills
English
Reporting Relationship
The Account Lead will report into the Client Services Director.
Location
The location will be advised by your manager, with potential travel to other locations.