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Manager Operations

Location: Brussels, Brussels Capital, Belgium

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Job Number: 619

External Description:

Purpose of the job:

To ensure that clients receive a proactive, excellent service, maximizing the potential for business within that client regionally.  To be a central management representative for the Account Manager and team and to ensure that the account is being managed in the most efficient way.

 

Key activities:

Commercial

  • Budget/forecast management; responsible for supporting the definition and managing annual budgets (monthly P&L).
  • Determine, monitor and review costs, operational budgets and staffing requirements within the account.
  • Support the management of the business plan to deliver against the accounts commercial objectives.
  • Support the CSD with account development strategy (which would include account retention, increasing scope for RSR and wallet share for Randstad operating companies)
  • Develop and drive solid invoicing & payment. Ensure payment processes made appropriately for all services offered

 

Stakeholder Relationship Management

  • Development of existing services delivered to client accounts
  • Identification, initiation and implementation of new service offerings
  • Identification and development of key client relationships
  • Meet with client sponsors on a monthly basis as a minimum
  • Expand business areas / geographies within clients where possible
  • Prepare and attend formal and informal business review meetings, such as monthly, quarterly & yearly  review meetings with client
  • Act as point of escalation for all issues that cannot be resolved by AM

 

Program Management & Service Delivery

  • Overlooks MSP contract negotiation from an operations point of view
  • Execute and steer contract obligations and ensure excellent delivery
  • Direct Management of Account Managers who in turn manage the associated delivery team
  • Ensure optimum staffing levels to service account effectively and profitably
  • Guide and mentor AM to ensure effective management succession planning
  • Conduct great conversations/ appraisals for AMs
  • Guide AM in conducting and reviewing staff great conversations (appraisals) to ensure relevant, realistic objectives are set
  • Ensure teams effectively utilize all possible methods to direct delivery
  • Assist sales team with new pitches
  • Assist with implementation of new accounts you will oversee as Operations Manager
  • Management of team performance against kpi’s.
  • Project work as and when required dependent on client needs

 

Leadership

  • Take company values, vision and expectations and ensure the allocated client operations team follows the path expected.
  • Create and implement the operational and development strategy for the team’s success.
  • Build, manage and motivate the team to meet the service level(s) required.

 

Work to ensure a cohesive and highly motivated team environment with responsibility for effective skill transfer and knowledge share.

 

Key Relationships:

Internal:

Operational Teams, Functional Business Partners, local Randstad organizations, Onsite teams, Shared Service Centre

 

External:

Client organization, suppliers

 

Qualifications:

  • University Degree or equivalent relevant business experience.
  • Preferably Business related postgraduate qualification

 

Experience:

  • Team management experience preferably in the recruitment process outsourcing service industry, with expertise in cross border managed service program delivery.
  • Experience in managing business plans and budgets.
  • Proven experience of developing relationships working at operational level.
  • Previous experience of managing commercial budget.
  • Proven experience of managing client solutions and be able to apply this knowledge.

 

Other:

Excellent command of the English and another European language (Dutch, French, German)

Travel is required (approximately 50% or more of work time); based on client needs and project/work location.

Job Number: 619

Community / Marketing Title: Manager Operations

Location_formattedLocationLong: Beerse, Antwerpen BE