Associate Manager MSP

Key Responsibilities

● Directly manage and supervise MSP team members supporting EMEA client programs.

● Provide day-to-day leadership, operational direction, prioritization, and guidance to the team.

● Coach, mentor, and develop team members through regular feedback, one-on-one discussions, performance reviews, and structured development plans.

● Build a culture of accountability, ownership, collaboration, continuous improvement, and high performance.

● Monitor team workload, capacity, utilization, productivity, and resource allocation to ensure effective operational coverage.

● Manage team performance against defined KPIs, SLAs, quality standards, and client expectations.

● Review operational metrics and dashboards to identify performance trends, risks, process gaps, and opportunities for improvement.

● Act as a key escalation point for complex operational, process, and client-related issues and ensure timely resolution.

● Partner with clients, internal stakeholders, and leadership to understand business priorities and deliver effective MSP solutions.

● Participate in client governance meetings, operational reviews, business reviews, and performance discussions as required.

● Build strong relationships with key stakeholders and maintain a high level of client satisfaction.

● Ensure consistent and accurate execution of MSP processes across the EMEA client portfolio.

Experience

● 6+ years of overall experience in MSP, contingent workforce management, staffing operations, recruitment operations, or related workforce solutions.

● 2+ years of experience in a Team Lead / Assistant Manager, Operations Lead, or people management role.

● Proven experience directly managing, coaching, mentoring, and developing team members.

● Strong experience managing operational delivery for EMEA clients or stakeholders.

● Hands-on experience managing KPIs, SLAs, productivity, utilization, quality, and service delivery metrics.

● Experience managing client escalations and working with senior internal and external stakeholders.

● Experience with Vendor Management Systems (VMS) such as VNDLY, SAP Fieldglass, Beeline, or similar platforms.

● Experience supporting new client implementations, operational transitions, process migrations, or program expansions.

● Experience driving process improvements, operational efficiencies, automation, or technology-enabled solutions.