Location : Hyderabad only - Hybrid work model

Work Shift : India - 12:00 pm - 9:00 pm (India)

Position Overview The Director – Global Client Services & Operations Transformation Lead is a strategic leader responsible for driving world-class delivery, operational transformation, and commercial scaling across our global recruitment and scheduling operations. Operating with an creative, transformational mindset, this leader will oversee specialized outsourced talent acquisition services—including end-to-end RPO/MSP delivery and high-volume global scheduling operations—for premier enterprise tech clients. The primary mandate is to institutionalize a Delivery Excellence & Continuous Innovation Framework, leveraging AI-driven automation, data analytics, and continuous improvement methodologies to scale infrastructure, optimize P&L; profitability, and elevate client partnerships from operational delivery to strategic management consulting.

Key Strategic Responsibilities 1. Strategic Client Leadership & Partnership

● Single Voice Governance: Serve as the primary liaison for global client stakeholders, presenting a unified narrative across internal Global Business Services (GBS) and regional delivery hubs.

● Consultative Value Creation: Move beyond standard status reporting by delivering high-level analytical insights, labor market trends, and predictive talent analytics to consult executive client leaders on talent strategy.

● Commercial Growth & Expansion: Partner with sales and commercial leads to drive cross-selling, upsell initiatives, and expansion into new revenue streams by establishing deep operational trust and exceeding SLAs. 2. Transformational Operational Excellence & Innovation

● Digital & AI Transformation: Spearhead operational modernization by integrating automation, AI-driven scheduling tools, and modern tech workflows to enhance process efficiency and service velocity.

● Workforce & Process Optimization: Standardize global SOPs and optimize workforce management metrics—including utilization, adherence, capacity forecasting, occupancy,



and shrinkage—to eliminate delivery friction.

● Global Delivery Standardization: Institutionalize a "One Voice" service delivery model across APAC, NAM, and global execution hubs to ensure uniform "Premier" service experience regardless of geography.

● Enabling Function Accountability: Establish rigorous ROI tracking for operational enabling functions (e.g., Training, Quality Assurance) to maximize individual productivity and service consistency. 3. Financial & P&L; Management

● P&L; Responsibility: Oversee complete delivery budget and P&L; across global accounts, ensuring targets for profitability, margin expansion, and cost-of-delivery ratios are achieved.

● Cost Efficiency & Contractual Rigor: Continuously evaluate SLA performance and operational delivery costs to identify savings, streamline workflows, and mitigate commercial risk. 4. People Leadership & Organizational Development

● Team Management: Lead, mentor, and inspire a large, multi-tiered global team (VPs, Directors, Managers, and Operational Specialists) across matrixed structures.

● Capabilities & Upskilling: Build a continuous learning ecosystem utilizing Individual Development Plans (IDPs), structured upskilling programs, and proactive succession planning.

● Culture & Engagement: Cultivate a high-accountability, inclusive, and agile workplace culture that encourages innovative problem-solving and high performance. Core Competencies & Transformational Mindset

● Embracing Ambiguity & Change Leadership: Decisive leadership in uncertain, rapidly changing environments; skilled at building structured frameworks within newly consolidated or evolving entities.

● Data-Driven Decision Making:



Ability to translate complex operational datasets and statistical modeling into actionable strategic risk mitigation and process improvements.

● Strategic Vision & Commercial Acumen: Strong business acumen combining deep understanding of financial P&Ls;, client growth strategies, and enterprise talent acquisition trends.

● Agility & Execution Courage: Ability to balance competing multi-stakeholder priorities (global, regional, client) while maintaining rigorous operational control and driving long-term strategic needle-movers. Key Performance Indicators (KPIs)

● Client Retention & NPS: Exceeding target client satisfaction scores and transforming account status to strategic consulting partner.

● Operational Efficiency & ROI: Measurable reduction in cost-to-serve and cycle time through automation, AI tools, and process optimization.

● Financial Growth: Portfolio profitability, revenue expansion, and strict adherence to target P&L; margins.

● SLA & Delivery Rigor: 98%+ global adherence to contractual SLAs, quality benchmarks, and workforce management metrics.

● Talent Development: Employee retention, engagement metrics, and successful execution of upskilling IDPs across the team. Required Qualifications & Experience

● Education: Bachelor’s Degree in Business Administration, Operations, Human Resources, or related field (Master’s Degree / MBA strongly preferred).

Experience: ● 15+ years of progressive corporate experience within RPO, MSP, BPO, or Global Talent Acquisition Delivery environments.

● 10+ years in leadership roles managing large-scale global or multi-country operations.

● Proven track record of managing multi-million-dollar portfolios ($15M+) with direct P&L; accountability.

● Transformation Expertise: Demonstrated expertise leading process transformations, implementing automation/AI technologies, and navigating complex matrix organizations.

● Travel: Willingness to travel locally and globally as required by business and client demands.

📌 Director Talent Acquisition (Hyderabad)
🏢 Randstad Enterprise
📍 Hyderabad