Associate Director / Program Director - MSP Operations

- Location: Mumbai only (Must be located in Mumbai to visit the office) - Shift: General shift

Key Requirements & Must-Have Skill Sets:

- Experience: Minimum 15+ years of relevant experience

- Leadership & MSP Operations: Must have leadership experience in MSP operations managing global customers, specifically in the US - VMS Expertise: Hands-on experience with Fieldglass

- Domain: Strong operational understanding within core IT / BFSI domains about Randstad Enterprise Solutions Randstad Enterprise Solutions — including Randstad Sourceright, Randstad Enterprise Group and Randstad RiseSmart — provides solutions and expertise that help enterprise clients position for growth, execute on strategy and improve business agility. Working across the broad spectrum of Randstad Enterprise Solutions, the collective experience of the teams encompasses all facets of the global talent spectrum, from the acquisition of talent to skilling and coaching to outplacement solutions. Enabled by innovative technologies, key offerings include HR and recruitment solutions, recruitment process outsourcing (RPO), managed services programs (MSP), statement of work (SOW), outplacement, coaching and total talent solutions.

job context and purpose The Associate Client Services Delivery Lead is responsible for forging strategic partnerships with clients, and ensuring the effective delivery of services. This position requires an understanding of the client's industry and the broader global market, proven expertise in MSP delivery, combined with a substantial degree of commercial acumen, financial management, strong communication skills, and global/ regional collaboration. Depending on scope of services for clients, this role may support the Senior Client Services Delivery lead with a larger remit i.e. global or regional.

Client-centric service delivery and value driver

● Manage global client programs, ensuring alignment with client needs and contractual obligations.

● Develop and maintain robust client relationships, serving as the primary client liaison. Exercise responsibility for overall profit and loss, growth, and earnings before interest, taxes, depreciation, and amortization (EBITDA).

● Drive client growth through strategic account planning and cross-selling of Randstad's specializations, and collaborative proposal development with sales teams.

● Act as the primary escalation point for the account for operational issues.

● Collaborate with internal teams to drive technology strategies and cutting-edge

Strategic Leadership and Industry Expertise

● Lead account delivery with a strong understanding of market trends, competitive landscapes, and emerging opportunities within the vertical.

● Act as a trusted partner to clients, leveraging industry knowledge to provide strategic insights.

● Lead the development and implementation of account/ program roadmaps for defined scope.

Commercial Operations and Governance

● Drive financial performance by managing budgets.



Maintain oversight of service delivery budgets and expenditures for their scope.

● Follow TOM and where possible, strategically utilize methods such as re-pyramiding, location strategy, and delivery team restructuring to optimize personnel expenses and adhere to contractual obligations. Negotiate adjustments to agreements as required to accommodate evolving client and delivery needs.

● Ensure the successful execution of client projects/ programs and high Client Satisfaction Survey scores.

● Identify and implement process enhancements to elevate service quality and operational efficiency.

● Directly manage the delivery of outsourced services, ensuring service levels surpass client requirements. Prepare and submit regular reports and insights to clients.

● Proactively identify potential risks to service delivery and develop strategies for mitigation.

● Manage commercial negotiations with clients, particularly regarding cost of living adjustments (COLA); or assist global CSD lead/ industry vertical lead in the process. Collaborate with legal and review with Industry vertical lead as necessary.

● Evaluate performance metrics and delivery trends to facilitate data-driven decision-making. Reports should encompass, but not be restricted to, account financial performance, demand volumes, delivery key performance indicators, and client satisfaction metrics.

Operational Excellence and Global Collaboration

● Deliver consistent, high quality solutions.

● Ensure alignment with the Enterprise Target Operating model and location strategy.

● Foster a culture of collaboration and knowledge-sharing.

● Ensure compliance with legislative, regulatory, and contractual requirements.

● Promote continuous improvement through the adoption of LEAN principles.

Team Leadership and Development

● Lead and manage a team of service delivery professionals, providing guidance, training, and fostering a high-performing culture.

● Work closely with cross-functional teams to achieve account objectives.

● Proactively drive upskilling across the team, utilizing a combination of team training and Individual Development Plans (IDPs) that align with the 70/20/10 framework.

● Provide guidance and mentorship to team members.

● Monitor hiring and promotional activities within global/regional accounts, ensuring compliance with company standards.

● Promote employee engagement and talent development.

job requirements

● Extensive expertise in relevant business functions, including leadership roles in professional staffing or human resources solutions (particularly RPO and MSP).





● Demonstrated ability to lead teams across country level or multi-state complex programs and high-volume accounts.

● Demonstrated success in multi-location client relationships.

Skills and Competencies

● Industry specialization: Strong knowledge of the industry vertical and prior experience working with clients from the same industry.

● Client-Centricity: Ability to identify and meet client needs, fostering trusted partnerships at the executive level.

● Program Management: Ability to manage longer term, strategic projects in an organized manner within timelines and budget.

● Strategic Thinking: Experienced in developing actionable strategies based on market and industry insights.

● Financial Acumen: Proven skills in budgeting, financial analysis, and driving profitability.

● Lead Generation: Ability to identify and qualify new business opportunities to drive account growth. Ability to pitch ideas/ offerings to clients with supporting case for business value.

● Performance Management: Expertise in setting, monitoring, and evaluating performance metrics to drive team and account success.

● Communication: Negotiation, influencing, and relationship-building skills with stakeholders at all levels.

● Result-oriented: proactive, action-driven mindset that focuses on achieving specific, high-quality outcomes.

Knowledge

● Deep understanding of current trends and best practices in RPO and MSP programs in the market.

● Strong organizational, analytical, and problem-solving abilities to manage complex, multi-faceted programs.

● Comprehensive knowledge of compliance, risk management, and data protection practices.

Randstad leadership competencies intellectual strength

Randstad leaders leverage strong intellectual power to identify patterns and draw insights from information in order to conceptualize strategic direction, solve problems and identify opportunities.

agility

Randstad leaders leverage 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.

excellent execution

Randstad leaders drive excellent execution by setting robust processes to execute strategies and follow through with strong monitoring and operational navigation to ensure results. Is firm and courageous in leading execution.

lead Randstad leaders enable teams to deliver high performance by providing direction and clarity of purpose, a focus on accountability and the orchestration of efforts. They set high standards and provide the support people need.

connect

Randstad leaders identify potential for synergies across the business and build commitment to achieve shared goals. They thrive on working with people that represent a mix of backgrounds, insights and perspectives.

partner Randstad leaders 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.

📌 Director Managed Services (Mumbai)
🏢 Randstad Enterprise Italia
📍 Mumbai