MSP Operations Lead

We are seeking someone to run a service day to day. Be accountable for how the contractor lifecycle works for the client's end users and for the service levels the service has committed to. Lead the operations managers and team leaders, and make sure the service is ready to run from Day 1.

Be the client's day-to-day operational contact. The role suits a leader who has run a client-facing, service-level driven operation at volume and who is calm when the queues are full.

About the Service

A leading South African financial institution is mobilising a managed service to run its contingent workforce process end to end. The service covers the full contractor lifecycle: requisitions, supplier routing, onboarding, contractor care, renewals, timesheets and deliverables, billing control and exits. It operates for a large population of contractors and consultants placed by a panel of more than 200 recruitment suppliers.

The service is delivered by a neutral managed service provider, on the client's systems and under the client's policies. The client keeps every decision that matters: policy, budget, rates, selection, payment and settlement. The provider administers, controls, reports and improves, and treats every supplier equally.

Key Responsibilities

Service delivery

• Own the daily operation of the contractor lifecycle: requisitions, supplier routing administration, onboarding, contractor care, renewals and exits.
• Own delivery against the service levels, and act on risks before they become credits.
• Run the daily queue review and the weekly service review with the client's contingent workforce function.
• Approve operating procedures and make sure each one leaves evidence.

Leasdership* Lead the Operations Manager and the team leaders, and set standards for quality, accuracy and evidence.

• Manage capacity against demand, including seasonal peaks such as the year-end renewal peak.
• Build cross-training and cover so that no process depends on one person.

Client interface* Be the client's day-to-day operational contact, and resolve or escalate issues to closure.

• Present the service narrative at service reviews and agree actions.
• Agree with the client the content and cadence of operational reporting.

Readiness and improvment* Confirm operational readiness for each mobilisation gate.

• Work with the Continuous Improvement and Value Realisation Lead on the improvement backlog.

What success looks like

• Service levels met, with risks acted on before they become service credits.
• Queue ageing, accuracy and first-time-right within agreed thresholds.
• Operational readiness confirmed at each mobilisation gate.
• A client that sees one accountable operational leader and receives consistent reporting.

Boundaries of the role

Independence is central to this service. This role does not:

• approve requisitions, funding, selection or contracts: the client's people managers and contingent workforce function hold these.
• override, or act in place of, a client decision on policy, budget, rates, selection, payment, settlement or risk acceptance.
• favour or disadvantage any supplier or candidate.

You must declare any current or recent relationship with the client institution or with any supplier on its panel.

Requirements

Qualifications* Degree or diploma in business, human resources, operations or a related field.

Experience* At least 10 years in contingent workforce, managed-service or vendor-management operations, including leading operations teams.

• Direct experience of vendor onboarding, contractor lifecycle governance, renewals and exits at volume.
• A record of running to service levels in a client-facing operation.

Skills and knowledge* Contingent workforce operations.

• Service-level management.
• Vendor and supplier management.
• Team leadership and process improvement.
• Client management.

Systems and tools* A vendor management system (VMS) or contingent workforce platform, an ERP or HR information system, and ticketing tools.

Advantageous* ITIL or process-improvement certification.

Personal attributes* Composure under volume and deadline pressure.

• Accountability: owns the number and the explanation.
• Clear, direct communication with clients and teams.
• Coaching mindset with team leaders.

Working relationships

• The Operations Manager and the three team leaders.
• The client's contingent workforce function and business-unit managers.
• The Supplier and Transformation Lead and the Finance and Commercial Control Lead.
• The Transition Director, through mobilisation.

Please Note:

As all iqbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID, and qualification verification.

iqbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals