Contingent Workforce Operations Manager

The Contingent Workforce Operations Manager is responsible for the daily operations, governance and continuous improvement of Tetra Pak’s Managed Service Provider(s) (MSPs) to ensure effective delivery of the contingent workforce programme.

Responsible for performance monitoring, stakeholder support and process compliance, the Contingent Workforce Operations Manager acts as the primary operational interface between the business and the MSPs. This role ensures that contingent workforce processes are efficient, compliant, scalable, and deliver high quality service across all participating countries across all regions (EMEA, AMER, APAC). 

The Contingent Workforce Operations Manager partners closely with Contingent Workforce colleagues, Supplier Management, HR, Finance, Value Stream Experts and requesting managers to ensure efficient, compliant and high-quality workforce processes. 

Main responsibilities: 

Operational Governance & Service Delivery
•    Serve as primary day to day operational contact for the MSP(s), ensuring consistent delivery against defined SLAs, KPIs and service expectations.
•    Manage and oversee issue resolution, escalations and service quality monitoring to maintain a best in class user experience.
•    Lead routine operational reviews, governance meetings and operational performance discussions with the MSP(s).
•    Ensure the MSP(s) operate within a structured and standardised framework for contingent worker request, onboarding, management and offboarding, reflecting common global MSP operating models. 

Performance Management & Analytics
•    Review and validate MSP(s) reports, dashboards and insight for accuracy, trends and contingent workforce management improvements.
•    Monitor key metrics, such as time-to-fill, supplier performance and cost visibility.
•    Identify operational gaps and partner with the MSP(s) to implement enhancements that drive efficiency, compliance and risk mitigation. 
•    Support continuous improvement initiatives built on industry benchmarks and best-practice contingent workforce optimisation models.

Process Excellence & Workflow Management
•    Oversee end-to-end contingent workforce processes and collaborate with Value Stream Experts, Supplier Management and the MSP(s) to optimise processes and workflows. 
•    Identify process bottlenecks and drive improvements that streamline sourcing workflows, reduce complexity and elevate user experience, reflecting trends and best practices in global workforce solutions. 
•    Ensure processes remain compliant with regulatory, audit and internal policy requirements across all participating countries.

Stakeholder Engagement & Support
•    Provide guidance and operational support to requesting managers regarding the MSP’s ways of working, service expectations and contingent workforce management standards. 
•    Translate manager and stakeholder feedback into actionable improvement plans with the MSP(s) and internal stakeholders.
•    Communicate contingent workforce management updates, operational improvements and performance insights to relevant business stakeholders.
•    Foster strong relationships across HR, Supplier Management, Finance and business units to ensure alignment and transparency.

High-Performing Team Player
•    Work effectively within a global, matrix organisation, supporting enterprise-wide ways of working and cross-functional collaboration. 
•    Demonstrate proactive, solution-oriented thinking, anticipating challenges and driving timely resolution.
•    Role-model strong partnership behaviours with internal teams and the MSP(s), supporting a collaborative and high-performance contingent workforce management culture.

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