our team.

Director, Operational Excellence

Location: London, England, United Kingdom


Job Number: 2267

External Description:

Director, Operational Excellence  (Stabilisation, Process & Performance Excellence) 


This is a client and internal-facing role responsible for operational excellence and driving change to support the growth, performance and retention of the RSR client account(s) and regions (UK&I & EMEA). This position helps to drive higher performance levels, deliver innovation through the provision of new products & services and construct strategies that ensure delivery teams are operating excellently while meeting our clients and regions delivery goals and organisational responsibilities. This is achieved through influencing business leaders to make changes over and over again, always seeking higher performance levels. 


An Operational Excellence Director may work at an Account and/ or Regional Level in the delivery of their activities and across multiple regions.  


The role holder will be responsible for a broad range of activities including: 

  • creating continuous improvement account roadmaps
  • identifying & implementing operational changes e.g. ensuring contractual & legislative compliance
  • Identifying & deploying process improvements to improve performance, 
  • implementing enhancements to the operating models
  • introducing innovative resourcing/talent tools and technologies to improve stakeholder experience and maximise solution efficiency. 


The role holder will be central to operational excellence for both onsite and off-site teams supporting the account(s), ensuring delivery is managed in the most efficient and consistent manner at all times; whilst constantly reviewing processes and procedures to make sure they are effective and efficient and monitoring legislation, compliance, commercials and SLA’s. 


The purpose of the role is to head up the function that guarantees the smooth onboarding of multiple new clients to the Randstad Sourceright EMEA portfolio. This function will support all aspects of the client onboarding process, from formal award through implementation, stabilisation and ending after the first client QBR. The role has a heavy focus in being involved and partnering with the Operational implementation work streams and Implementation Project Managers, leading and supporting Operational Account Management Team (AMs, ADs, CSDs) and Client Stakeholders from go-live through to full stabilisation of the account.  


This purpose can be summarised below:

  • to provide a smoother onboarding of new clients 
  • to improve stakeholder management for CSD/AD
  • to bring consistency and expertise to the client onboarding process 
  • to ensure our operational teams are supported and educated 
  • to allow legal, sales and professional services to focus on area of specialism 
  • avoid accounts falling into remediation
  • ensure RSR  is working to and applying standardised best practice processes from Go-live rather than ‘re-inventing the wheel’ with every implementation 


Education & Experience required 

  • Operational team management (at a CSD or AD level), directing professionals within a client service role in MSP or RPO ideally including management of Managers
  • Strong & broad knowledge of MSP & RPO operating models, contractuals and best practice procedures is a prerequisite 
  • Influencing, directing & supervising people (beyond the remit of immediate team) & other resources to achieve specific end results within limited timeframes 
  • Leading client meetings and holding public and commercial webinars 
  • Running end to end projects by managing various stakeholders & project team contributors 
  • Knowledge of recruitment systems such as ATS, VMS & CRMs & Microsoft and Google suite tools  
  • Project Management qualification useful

Job Number: 2267

Community / Marketing Title: Director, Operational Excellence

Location_formattedLocationLong: London, Greater London GB