Randstad sr. director, client delivery rpo in San Juan, Puerto Rico

sr. director, client delivery rpo in United States posted: 22 march 2018

location united states

job category Sales

job type permanent


Market related

reference number 26027

contact jennifer gauntt, randstad sourceright usa

phone 404-555-5555

job description

Senior Director, Client Delivery

job purpose

A Senior Director is the global owner of assigned global accounts. The role is responsible for developing and leading an effective global client total talent solution based on the client's specific needs. The position provides strategic direction and senior operational leadership of a global account. The role is also responsible for driving revenue growth, while leading and motivating a global delivery team to ensure clients receive added value and strategic level expertise. The role also plays a critical role in providing direction to regional client delivery directors.


Strategic Account Leadership

  • Ensures compliance, risk, and data protection - accountable to identify and report risks and handle data in accordance with the highest standards of data protection

  • Develop and refine global client account strategies, identify areas for improvement and implement solutions needed to improve customer experience

  • Gather market intelligence and develop thought leadership to inform client strategies and program outcomes; align with client business objectives

  • Be a spokesperson for innovative recruitment strategies and process optimization regarding the team to internal and external stakeholders globally

  • Work to ensure a cohesive and highly motivated global account team environment with responsibility to foster effective knowledge share and skill transfer across global teams

  • Develop strong client relationships, communicate client requirements to the internal operations and business, and provide innovative solutions to solve client needs

  • Establish and maintain effective client relationships to assess, recommend and extend our services within the account to promote new business opportunities as appropriate (e.g. cost savings, process improvement)

  • Engage proactively with the client to understand needs and drivers to ensure appropriate resourcing strategies are aligned and put in place and forecasting is achieved

Client Delivery Execution

  • Escalation management of global client issues, ensure timely resolution, direct corrective action as needed

  • Liaise with contractual and legal issues where client involvement is required

  • Establish global account performance expectations to ensure KPI's and SLA's are exceeded

  • Responsible for ensuring that global client delivery teams meet customer, external consultant and supplier satisfaction targets

  • Establish metrics and expected performance levels of all team members and provide feedback and coaching where appropriate. Set goals to help prioritize resources

  • Key contact for all executive client stakeholders across account

Financial Performance Accountability

  • Ensure the delivery of the overall solution meets budget and time goals globally

  • Responsible for managing the account P&L to include leadership in forecasting and budgeting process

  • Manage expenses responsibly within agreed parameters

  • Direct audit of all invoices and billing accruals, as needed

  • Familiar with contract schedules & contractual terms and have the ability to execute against them

Team Management

  • Coach and develop the team to develop their potential, to support individuals and drive performance and behavior using the competency framework and KPI's to aid and drive performance and retention

  • Ensure all global people management processes are carried out in line with company policy

  • Ensure team goals are aligned to meet SLAs and budget

  • Enlist key subject matter experts to create and deliver training where necessary on the appropriate skills and techniques needed to achieve results

  • Ensure managers provide appropriate induction, development, reward and succession planning opportunities to engage team members

  • Demonstrate inspirational leadership and lead by example



Responds to differences and changes in the internal or external context, taking a flexible approach to reach business outcomes. Specifically, adapts tactics; for example: while maintaining the same overall plan or strategy, changing how to accomplish goals in line with changing circumstances.

Team Leadership

Builds a high performance team by ensuring that the team is focused, motivated and inspired to achieve team objectives. Specifically, inspires commitment; for example: by generating excitement, enthusiasm and confidence in the group mission.

Conceptual Thinking

Thinks through issues by seeing the pattern or big picture, brings facts and ideas together, and develops innovative or creative insights. Specifically, cuts through complexity; for example: by explaining complex situations or data in a way that is easy for others to understand.

Customer Focus

Identifies and meets the needs of internal and external customers, being continually focused on outcomes for customers. Specifically, customizes solutions; for example: by recommending or adapting products, services or solutions to address the customer's real needs.

Drive for Results

Focuses on assessing, measuring and improving performance. Shows drive and determination to meet short- and long-term goals. Specifically, takes calculated risks; for example: thoughtfully committing significant resources in the face of uncertainty to reach challenging goals.

Vendor Management

Uses comprehensive knowledge and skills to act independently while guiding and training others on managing vendors so that they deliver the best possible results given available resources.

Quality oriented

Uses comprehensive knowledge and skills to act independently while guiding and training others on take action to increase quality.

Commercial Acumen

Acts as the organization's authority and established expert to develop solutions based on an understanding of the business environment and objectives.

Job Requirements


Bachelor's degree or university equivalent, required

Master's degree or additional education, strongly preferred


  • A minimum of ten years of related business experience with a minimum of three years of professional staffing or human resources solutions, highly preferred

  • A minimum of at least three years as a Delivery Manager of a sizeable project in both contract and permanent recruitment

  • A minimum of three years experience of managing complex and diverse teams

  • A minimum of at least three years' experience in a role with global responsibility is required

  • Proven ability to liaise with executive levels of management.

  • Proven ability to develop and deliver business plans and recruitment strategies.

  • Experience in change / transformational leadership skills is required

  • Previous experience of negotiating and managing budgets required


  • Ability to identify needs of customers, and to deliver, negotiate, decline and adjust expectations accordingly

  • Strong organizational, analytical, and problem solving abilities

  • Must work independently and manage multiple priorities in a fast paced environment

  • Unsurpassed level of professionalism and ability to communicate at all levels of the client organization

  • Excellent communications, influencing and negotiating skills with C-suite leaders

  • Knowledge of current trends and best practices in RPO and MSP programs globally

  • Must demonstrate transformational change management skills

Additional Skills Needed

  • Excellent command of the English language (written and spoken)

  • Ability to speak a second language is preferred depending on region or client assigned

Get to know us and find out " What More Could You Do at https://vimeo.com/user14398035/review/78249279/e899d16cab " at Randstad.

Equal Opportunity Employer: Minorities/Women/Veterans/Disabled.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.