Customer Success Coordination Manager [T500-29569]

Guidant Global; Hyderabad; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Guidant Global India, part of the Impellam group, is seeking a skilled leader to head the offshore Coordinator team within Talent Management at the Hyderabad GCC. You will oversee requisition administration, interview scheduling, and candidate data governance, while driving process improvements and ensuring delivery against client SLAs.

The role covers onboarding, training, performance reviews, and cross-functional collaboration with onshore partners across UK&I, Europe, Americas, and APAC.

Qualifications

• Proven experience in a recruitment coordination or RPO administrative environment with some team leadership.
• Strong working knowledge of ATS/CRM systems and candidate database management.
• Excellent organisational and workload-planning skills, capable of managing a team across multiple requisition types.

Responsibilities

• Lead, coach and performance-manage the offshore Coordinator team.
• Plan and manage workload and rota allocation across the team to meet peak demand.
• Onboard and train new Coordinators with governance and systems understanding.
• Conduct regular 1:1s, quality checks and performance reviews with team members.
• Own end-to-end QA of interview feedback governance, requisition management and candidate/ATS records.
• Set and maintain coordination standards, templates and best-practice guidance for the offshore team.
• Monitor SLA/KPI performance for the Coordinator team and report to the Delivery Lead.
• Escalate complex queries and collaborate with onshore partners on process changes and improvements.
• Uphold workplace health, safety and environmental compliance as part of daily operations.

Skills

Recruitment coordination

Team leadership

ATS/CRM

Governance

SLA management

GDPR compliance

Microsoft Office

Tools

ATS/CRM systems

MS Office

Job description

Guidant Global delivers dynamic, tailored workforce solutions that empower businesses to thrive in ever-evolving markets. Through our MSP, RPO, Direct Sourcing, Services Procurement and Consulting services, we help organizations find, engage, and manage the best permanent and contingent talent across the globe.

Part of Impellam Group, we champion A Better Way, a people-first approach that integrates deep industry expertise with advanced technology. Our technology turns workforce complexity into clarity, with real-time insights that support smarter talent decisions at scale.

With over 1.5 million STEM and professional experts in our network across 80+ countries, we don't just solve today's challenges. We're helping to shape the workforce of tomorrow.

About Guidant Global India:

At Guidant Global India, we play our part in shaping the future of work by powering recruitment and support services for Guidant teams across APAC and wider global markets. As a strategic delivery hub and global capability centre, we partner with stakeholders worldwide to raise quality, strengthen compliance, and deliver consistently at scale.

We're not standing still. We're building deeper capability in-house, taking ownership of the work that matters most, and designing an agile, future-ready delivery model built for where the business is heading next.

Join us, and you'll be part of a people-first team that's expert, ambitious, and collaborative, delivering A Better Way, every day.

About the Talent Management Team:

Talent Management spans the full external workforce lifecycle - from sourcing and recruitment through to compliance, onboarding, and candidate care. In this function, you will work across a range of specialist disciplines: sourcing and screening candidates across global markets, managing pre-employment screening and right-to-work compliance, coordinating contractor onboarding and documentation, supporting supply chain and audit activity, and maintaining the data integrity that underpins every placement. Roles include Recruiter, Senior Recruiter, Recruiter Team Leader, Compliance Coordinator, and Operations Coordinator - with scope to specialize in recruitment delivery, compliance and PES, or operational coordination depending on your background. Operating from the Hyderabad GCC, you will work closely with onshore account teams and hiring managers across UK&I, Europe, Americas, and Asia-Pacific, contributing to service standards that matter to real clients in real time. If you want to build expertise across the talent and compliance lifecycle and grow in a structured, performance-driven environment, Talent Management is where that journey starts.

Position Objective:

• To lead the offshore Coordinator team, ensuring requisition administration, interview scheduling, feedback capture and candidate/offer control activity is delivered accurately, consistently and within SLA
• Supporting the account to hit Client SLAs across ATS/CRM data quality, interview turnaround and escalation resolution time, acting as the first point of leadership for the offshore Coordinator team

Commitment to Our Culture, Values, and Behaviours:

• By being the ambassador for our values and contributing to a culture of trust, pushing boundaries, taking ownership, creating impact and staying human.
• Treating people with respect and by the company's equal opportunity and unacceptable behaviour policy.
• Behaving in a manner that does not put the safety and integrity of you, others, the environment, or the company at risk.

Key Responsibilities:

• Lead, coach and performance-manage the offshore Coordinator team (Specialist Recruitment Coordinators and Early Careers Coordinator)
• Plan and manage workload and rota allocation across the team to meet peak demand and assessment/cohort cycles
• Onboard and train new Coordinators, ensuring a consistent understanding of process, governance and systems
• Conduct regular 1:1s, quality checks and performance reviews with team members.

Quality & Governance Oversight:

• Own end-to-end QA of interview feedback governance, requisition management and candidate/ATS records across the team
• Set and maintain coordination standards, templates and best-practice guidance for the offshore team
• Monitor SLA/KPI performance for the Coordinator team, identifying trends and risks
• Report on team performance and quality metrics to the Delivery Lead.

Escalation & Stakeholder Collaboration:

• Act as the first point of escalation for complex or sensitive queries before they reach the onshore Specialist Recruitment Business Partner or Early Careers Lead
• Liaise with the Delivery Lead and onshore Specialist Recruitment Business Partners / Early Careers Lead on process changes, requisition updates and continuous improvement
• Represent the offshore Coordinator team in governance and performance discussions
• Any other duties as reasonably requested by the Line Manager

Workplace Health, Safety, and Environmental Compliance:

At Impellam, it is our moral obligation to safeguard each other, our customers, our temporary workforce, and the environment by operating an injury-free, healthy workplace that minimizes our environmental impact.

Impellam is committed to providing a safe and secure working environment to all employees and promote best practices.

You will meet our WHSE obligations by committing to:

• Seek to prevent injury to any employee, customer, worker, or contractor
• Actively participating and completing compliance training as required
• Consider the safety implications of decisions.

Work Experience and Attributes

Proven experience in a recruitment coordination or RPO administrative environment, with some team leadership or supervisory experience

• Strong working knowledge of ATS/CRM systems and candidate database management
• Strong organizational and workload-planning skills, able to manage a team across multiple requisition types simultaneously
• Confident communicator, comfortable coaching colleagues and liaising with onshore stakeholders
• High attention to detail and a process-led, quality-first approach
• Prior experience leading or supervising a coordination/administrative team within an RPO or offshore delivery environment
• Good understanding of the Microsoft Office Suite of tools
• Understanding of GDPR and candidate data-handling compliance requirements

Experience with continuous improvement or process design initiatives