Key Responsibilities ● Directly manage and supervise MSP team members supporting EMEA client programs. ● Provide day-to-day leadership, operational direction, prioritization, and guidance to the team. ● Coach, mentor, and develop team members through regular feedback, one-on-one discussions, performance reviews, and structured development plans. ● Build a culture of accountability, ownership, collaboration, continuous improvement, and high performance. ● Monitor team workload, capacity, utilization, productivity, and resource allocation to ensure effective operational coverage. ● Manage team performance against defined KPIs, SLAs, quality standards, and client expectations. ● Review operational metrics and dashboards to identify performance trends, risks, process gaps, and opportunities for improvement. ● Act as a key escalation point for complex operational, process, and client-related issues and ensure timely resolution. ● Partner with clients, internal stakeholders, and leadership to understand business priorities and deliver effective MSP solutions. ● Participate in client governance meetings, operational reviews, business reviews, and performance discussions as required. ● Build strong relationships with key stakeholders and maintain a high level of client satisfaction. ● Ensure consistent and accurate execution of MSP processes across the EMEA client portfolio. Experience ● 6 years of overall experience in MSP, contingent workforce management, staffing operations, recruitment operations, or related workforce solutions. ● 2 years of experience in a Team Lead / Assistant Manager, Operations Lead, or people management role. ● Proven experience directly managing, coaching, mentoring, and developing team members. ● Strong experience managing operational delivery for EMEA clients or stakeholders. ● Hands-on experience managing KPIs, SLAs, productivity, utilization, quality, and service delivery metrics. ● Experience managing client escalations and working with senior internal and external stakeholders. ● Experience with Vendor Management Systems (VMS) such as VNDLY, SAP Fieldglass, Beeline, or similar platforms. ● Experience supporting new client implementations, operational transitions, process migrations, or program expansions. ● Experience driving process improvements, operational efficiencies, automation, or technology-enabled solutions.
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