Role Description
To lead and optimize the performance of the Malaysia Delivery Centre, enabling scalable, high‑quality recruitment delivery aligned to business demand and driving the sustainable growth and capability of the Delivery Centre across Asia Pacific and the Middle East.
The Delivery Centre Manager is accountable for driving a high‑performance, engaged delivery culture through clear leadership, effective coaching, and strong performance management. The role requires the ability influence stakeholders across regions and functions, proactively resolve issues, and deliver outcomes.
The position plays a critical role in balancing regional requirement demand, leading complex recruitment campaigns, and ensuring the delivery team provides fast, high‑quality, and commercially aligned solutions across multiple sectors.
Reporting to the VP – Delivery Centre, the role operates within a matrix environment and partners closely with Recruitment, Sales and Service teams across ASPAC and the Middle East to ensure consistency, efficiency, and excellence in delivery
Principle Accountabilities:
- Create and sustain a culture of excellence and accountability, driving performance against agreed KPIs and quality standards through clear expectations, coaching and performance management.
- Partner with internal and external stakeholders to deliver timely, high‑quality outcomes, proactively resolving issues through influence, sound judgement and collaborative problem‑solving.
- Apply sound commercial judgement to prioritise delivery activity, balancing speed, quality, resource capacity and business impact across competing demands.
- Provide concise, quality customer service to the internal and external clients and consultants in a professional and timely manner.
- Drive engagement, team cohesion and inclusion across a culturally diverse workforce, building trust, resilience and a shared commitment to high performance.
- Identify and drive continuous improvement opportunities in delivery processes, capability and tools to increase efficiency, quality and scalability.
- Analyse and manage leaver pipelines to anticipate leavers by reviewing work order end dates and other documents.
- Lead, coach and develop Delivery Centre Leads, ensuring they are equipped and held accountable to drive performance, engagement and quality outcomes across their teams.
- Work closely with the Service Function to provide a full analysis of historical data to understand the ratio of leavers that should have or could have been rehired.
- Use all available resources and networks to successfully source new candidates (Job Boards, LinkedIn etc)
- Gather and manage the information on the Hot Jobs in each region and distribute this information through to the Delivery Consultants and Service Functions globally.
- Establish yourself and your team members as the key point of contact within Retention & Rehire externally with all current contractors
- Ensure you and your team record all relevant external calls in Bullhorn to ensure figures are captured and information is accessible globally.
- Manage your teams Development plans and online LMS training modules
- Ensure team fully utilize the use of the Bullhorn Database, web searches, networking and advertising
- Monitor team to ensure all candidates are fully screened and possess the correct skill set experience and qualifications against the incoming Job Requirements.
- Interface weekly with the other Delivery Centre Leads within the group, sharing best practices and market sector intelligence.
- Ensure team are proactive in maintaining and developing relationships with new candidates and clients both in person and via telephone
- Report weekly on KPI performance, demonstrating accountability and commitment to promote improvements
- Consistently research and monitor competition by gathering current marketplace information and then acting upon the information by sharing with Sales / Recruitment Functions.
Skills, Knowledge, and Experience:
Person Specification
- 8+ years experience in sales, recruitment, and/or service delivery environments.
- Proven experience managing teams within high‑performance sales or delivery environments.
- Proven accountability for end‑to‑end delivery team performance, including quality, productivity, and KPI achievement.
- Demonstrated ability to influence outcomes across a matrix organisation while navigating multiple perspectives.
- Experience driving a high‑performance sales or delivery culture, with a strong focus on results and accountability.
- Strong English communication skills, both written and verbal.
- Strong collaboration skills, with the ability to build effective working relationships across functions and regions.
- Highly organised and detail‑oriented, with proficiency in MS Office tools (Word, Excel, PowerPoint, Outlook).
- Business development or account management experience would be an advantage.
Abilities Required
- Demonstrated track record of taking ownership within a high‑performance, results‑oriented environment.
- Ability to work effectively in time‑sensitive environments with non‑negotiable deadlines.
- Ability to be flexible and manage multiple priorities within a dynamic, day‑to‑day workflow.
- Ability to address delivery and stakeholder challenges constructively, balancing commercial outcomes with people considerations to achieve mutually beneficial solutions.
- Ability to manage key performance indicators while balancing high volumes of workload and seeking guidance when appropriate.
- Ability to operate effectively in a fast‑paced, dynamic, and results‑driven environment.
- Expatriates are welcome to apply
