Associate Director, Client Partnership, Enterprise

Randstad; Mumbai; On-site; INR 6,000,000 - 11,000,000; Full time

Job summary

Randstad Enterprise Solutions is seeking an Associate Director / Program Director to lead MSP operations for global clients from our Mumbai office. The role demands deep experience in MSP delivery, Fieldglass proficiency, and strong commercial acumen to manage alliances and drive high-value outcomes.

You will oversee strategic client programs, ensuring service excellence, managing budgets, and guiding cross-functional teams across regions.

Qualifications

• Experience: Minimum 15+ years of relevant experience.
• Leadership & MSP Operations: Must have leadership experience in MSP operations managing global customers, specifically in the US.
• Domain: Strong operational understanding within core IT / BFSI domains.

Responsibilities

• Manage global client programs, ensuring alignment with client needs and contractual obligations.
• Develop and maintain robust client relationships, serving as primary client liaison and responsible for profitability (EBITDA).
• Drive client growth through strategic account planning and cross-selling of Randstad's specializations.
• Act as the primary escalation point for the account for operational issues.
• Collaborate with internal teams to drive technology strategies and innovative solutions.

Skills

Leadership

MSP operations

Global account management

Tools

Fieldglass

Job description

Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work. We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we'll help them continue to grow as their needs and ambitions change.

At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally. We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.

Associate Director / Program Director - MSP Operations

Shift: General shift

Key Requirements & Must-Have Skill Sets:

• Experience: Minimum 15+ years of relevant experience
• Leadership & MSP Operations: Must have leadership experience in MSP operations managing global customers, specifically in the US
• VMS Expertise: Hands-on experience with Fieldglass
• Domain: Strong operational understanding within core IT / BFSI domains

about Randstad Enterprise Solutions

Randstad Enterprise Solutions - including Randstad Sourceright, Randstad Enterprise Group and Randstad RiseSmart - provides solutions and expertise that help enterprise clients position for growth, execute on strategy and improve business agility. Working across the broad spectrum of Randstad Enterprise Solutions, the collective experience of the teams encompasses all facets of the global talent spectrum, from the acquisition of talent to skilling and coaching to outplacement solutions. Enabled by innovative technologies, key offerings include HR and recruitment solutions, recruitment process outsourcing (RPO), managed services programs (MSP), statement of work (SOW), outplacement, coaching and total talent solutions.

job context and purpose

The Associate Client Services Delivery Lead is responsible for forging strategic partnerships with clients, and ensuring the effective delivery of services. This position requires an understanding of the client's industry and the broader global market, proven expertise in MSP delivery, combined with a substantial degree of commercial acumen, financial management, strong communication skills, and global/ regional collaboration. Depending on scope of services for clients, this role may support the Senior Client Services Delivery lead with a larger remit i.e. global or regional.

Client-centric service delivery and value driver

• Manage global client programs, ensuring alignment with client needs and contractual obligations.
• Develop and maintain robust client relationships, serving as the primary client liaison. Exercise responsibility for overall profit and loss, growth, and earnings before interest, taxes, depreciation, and amortization (EBITDA).
• Drive client growth through strategic account planning and cross-selling of Randstad's specializations, and collaborative proposal development with sales teams.
• Act as the primary escalation point for the account for operational issues.
• Collaborate with internal teams to drive technology strategies and innovative

Strategic Leadership and Industry Expertise

• Lead account delivery with a strong understanding of market trends, competitive landscapes, and emerging opportunities within the vertical.
• Act as a trusted partner to clients, leveraging industry knowledge to provide strategic insights.
• Lead the development and implementation of account/ program roadmaps for defined scope.

Commercial Operations and Governance

• Drive financial performance by managing budgets. Maintain oversight of service delivery budgets and expenditures for their scope.
• Follow TOM and where possible, strategically utilize methods such as re-pyramiding, location strategy, and delivery team restructuring to optimize personnel expenses and adhere to contractual obligations. Negotiate adjustments to agreements as required to accommodate evolving client and delivery needs.
• Ensure the successful execution of client projects/ programs and high Client Satisfaction Survey scores.
• Identify and implement process enhancements to elevate service quality and operational efficiency.
• Directly manage the delivery of outsourced services, ensuring service levels surpass client requirements. Prepare and submit regular reports and insights to clients.
• Proactively identify potential risks to service delivery and develop strategies for mitigation.
• Manage commercial negotiations with clients, particularly regarding cost of living adjustments (COLA); or assist global CSD lead/ industry vertical lead in the process. Collaborate with legal and review with Industry vertical lead as necessary.
• Evaluate performance metrics and delivery trends to facilitate data-driven decision-making. Reports should encompass, but no