Director of Operations Excellence (PMO)

Roles and responsibilities :

Operational Rigor and Continuous Improvement :

Develop a deep understanding of the accounts operational landscape, including processes, productivity metrics, and SLAs.

Identify and analyze operational gaps, inefficiencies, and bottlenecks through data-driven analysis of key metrics.

Conduct thorough root cause analysis by gathering information from operational leads and support teams.

Propose and implement data-informed solutions to improve productivity, performance, and client satisfaction.

Develop and implement strategies to address identified operational challenges, driving continuous improvement.

Identifies & addresses inefficiencies & opportunities account-wide. Collaborates SLT, workstream OpEx and Sr PMs to drive strategic initiatives forward. Global Kaizens, continuous improvement.

Key driver of innovation management

Drives and tracks global productivity / efficiency gain and cost savings efforts.

Project Leadership and People Management :

Lead and manage multiple concurrent projects, ensuring alignment with client objectives and Randstad's strategic goals.

Manage and develop project and operational excellence contributors in a matrixed-reporting environment, developing skill in comprehensive project lifecycle management, business process support and OpEx.

Develop, implement and track robust reporting mechanisms and KPIs to monitor progress, identify potential risks, and ensure transparency.

Facilitate cross-functional collaboration with support teams (e.g., training, audit) to ensure initiative alignment and accountability.

Stakeholder Management :

Build and maintain strong relationships with Google and internal teams, fostering collaborative partnerships for account-wide success.

Effectively communicate project progress and insights to both internal and external stakeholders, ensuring alignment with Randstad leadership’s perspective.

Confidently represent Randstad as a strategic partner to Google, showcasing our value, commitment, and the positive impact of our partnership.

Basic qualifications :

• Business related postgraduate qualification or equivalent relevant business

7-10+ years of related Project Management, Operational Excellence and operational leadership and demonstrated successes within a complex organization, RPO / BPO Preferred

5+ years of experience managing and directing professional PMO / OpEx teams within a client service role

LEAN Six Sigma Certified (Black Belt+ Preferred)

Preferred qualifications include :

MBA preferred in related field

Proven experience in project management and operational excellence, preferably within a fast-paced, client-focused BPO / RPO environment.

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

Bachelors Degree in Business Management, or related field or 8-10 + years of equivalent work experience required