Run day-to-day Recruitment Operations (Interview Scheduling, Offer Generation, etc.) with a view to meeting and improving service levels on an ongoing basis: -
     * Review current processes, reengineer and deploy processes
     * Design service levels and metrics for service delivery
     * Create manage documentation and deliver ongoing training

Manage service delivery including: -
     * Communication & Escalation Management, Attrition Management, Change Management and Customer Satisfaction and Process Reporting (Provide ongoing process visibility through MIS / Dashboards).
     * Integrate associated processes (upstream Sourcing & downstream On-boarding) to meet over recruitment service levels.
     * Engage end customers with a view to process improvements / feedback on process performance.
     * Participate and contribute in process automation / enhancements.
     * Participate in Industry Seminars and Forums
     * Transition additional processes / locations to centralized operations.
Decisions He Can Make: - This job requires decision-making of various degrees in terms of -
     * Process Re-engineering / Improvements
     * Process Transitioning
     * Deployment of Best Practices
     * Changes in Automation
     * Escalation Management
     * Load / Personnel Management
     * Investments vis a vis points mentioned above
     * Decisions to improve customer satisfaction
Team Size: - The team size this person will have to manage will be the range of 100-200 FTEs. Moreover, the overall team size from whom this person will need inputs is very large and spread across geos. Teaming skills are critical.
Domestic travel might be required. International travel is a possibility.

8-10 years of experience in BPO Operations out of which at least 1-2 years in a leadership role in recruitment operations.

Experience in BPO Operations, Transitioning and customer facing role from an operations perspective.

Demosrtable process orientation and experience in process adaptation / improvement.

Demonstrable experience in process transitioning preferable.

Demonstrable experience of managing change in a transformation exercise highly preferable.

Strong analytical and problem solving skills.

Excellent customer interface & communication skills.
Technical Skills Required: -

Exposure to e-recruitment and ERP systems preferable.

Good or expert knowledge of MS Excel, MS PowerPoint, MS Access preferable.
Specific Functional Skills: -

Functional experience in recruitment.