Delivery Leader (RPO)

The Talent Acquisition Optimization (TAO) Delivery Leader is a senior leadership role responsible for the overall delivery, performance, governance, and strategic development Talent Acquisition Operations accounts within a BPO environment. The role ensures the delivery of high-quality, efficient, compliant, and scalable talent acquisition services in line with contractual commitments, SLAs, KPIs, financial objectives, and client expectations. The TAO Delivery Leader provides strategic direction to delivery teams and account leaders, serves as a senior client escalation point, and drives continuous improvement, transformation, and operational excellence across the assigned portfolio of accounts. The successful candidate will bring strong talent acquisition operations expertise, commercial acumen, executive stakeholder management skills, and significant healthcare-sector experience.

Key Responsibilities:

Account Delivery and Client Management:

• Provide overall leadership and accountability for delivery performance across TAO accounts.

• Establish account priorities, operating standards, performance objectives, and governance routines.

• Ensure services meet contractual commitments, SLAs, KPIs, quality standards, and client expectations.

• Serve as a senior client-facing leader and escalation point across assigned accounts.

• Build relationships with client executives, HR and Talent Acquisition leaders, hiring managers, and key stakeholders.

• Lead executive governance meetings, business reviews, and strategic planning sessions.

• Align delivery priorities with client business strategies and healthcare workforce requirements.

• Identify opportunities for innovation, automation, service expansion, and improved business outcomes.

Performance and Commercial Management:

• Own performance across SLAs, KPIs, customer satisfaction, quality, productivity and cost.

• Oversee resource planning, workforce utilization, and capacity management.

• Monitor performance trends, identify risks, and implement corrective actions across accounts.

• Ensure delivery decisions support profitability, cost efficiency, service quality, and client satisfaction.

• Present performance insights, risks, trends, and recommendations to senior stakeholders.

• Support account growth, renewals, expansions, transitions, and new service opportunities.

People Leadership and Capability Management:

• Provide direction and leadership to delivery managers, account leaders, and TAO teams.

• Establish clear performance expectations, leadership standards, and operating rhythms.

• Lead succession planning, capability development, coaching, engagement, and retention initiatives.

• Foster an inclusive, engaged, accountable, and high-performing work environment.

• Lead change adoption related to account initiatives, process improvements, and technology transformation.

Transformation and Issue Resolution:

• Drive continuous improvement, automation, and operational transformation across the assigned account portfolio.

• Identify opportunities to improve recruitment efficiency, quality, compliance, candidate experience, and stakeholder satisfaction.

• Lead the resolution of critical issues affecting service delivery, client satisfaction, compliance, or financial performance.

• Coordinate with account teams, internal stakeholders, clients, and external partners to resolve issues.

• Ensure root-cause analysis, corrective actions, and preventive measures are implemented and sustained.