Our mission

Adecco is a global workforce solutions provider, part of The Adecco Group. With 25,000 employees across 62 countries, Adecco helps over 600,000 people find work every day—aiming to grow that number to 850,000 in the coming years.

Offering a full range of services—from temporary and permanent placement to outsourcing, training, and apprenticeships—Adecco addresses the evolving needs of both employers and jobseekers. Diversity, inclusion, and employability are at the heart of its approach.

Through a blend of physical presence (3,800 branches and onsite hubs) and digital platforms, Adecco delivers high-quality, human-centered recruitment, enhanced by technology but rooted in strong, personal client relationships.

The Role

We are looking for a senior leader to build, stabilize, and scale our Global Recruitment Centre (GRC) in Sofia into a best-in-class multilingual nearshore hub supporting European clients.

This is a high-impact leadership role responsible for transforming a growing delivery centre (0 → 100+ FTE) into a scalable, high-performing operation. The role combines site leadership, operational excellence, and client-facing responsibility, with strong exposure to EMEA stakeholders (Belgium, Germany, Netherlands).

Service Delivery & Operational Management

• Oversees end-to-end delivery of GRC operations, ensuring services consistently meet or exceed agreed SLAs, quality standards, and regulatory requirements; identify gaps and implement targeted action plans.
• Monitors resource utilization, productivity, and workload distribution, optimizing staffing models to balance service quality, cost efficiency, and employee effectiveness.
• Lead the scale-up of the site, ensuring effective hiring, onboarding, and ramp-up.
• Act as escalation point for accounts and business leaders, ensuring proactive issue resolution and risk mitigation.
• Ensure business continuity readiness and operational resilience in a fast-growth environment.

Client Partnership & Stakeholder Management

• Act as the client-facing leader for the site, building strong relationships with key stakeholders, particularly across Belgium, Germany, Netherlands.
• Understand account goals and business needs to align delivery with strategic objectives.
• Communicate effectively across cultures, adapting leadership style to build trust with European clients.
• Represent Morocco as a strategic nearshore hub within the global GRC network.

Strategic Insight & Advisory

• Serve as the “eyes and ears” of the business onsite, providing insights on talent, delivery performance, and market dynamics.
• Connect across accounts and regions to identify opportunities for growth, efficiency, and capability expansion.
• Support transitions of new clients and services into the Morocco centre.
• Proactively identify improvement areas and drive change initiatives.

Leadership & Culture

• Lead, coach, and develop a growing, multilingual team (team leads and managers).
• Build a high-performance culture focused on accountability, service excellence, and client centricity.
• Foster an inclusive and collaborative environment aligned with a multicultural workforce.
• Drive employee engagement, retention, and leadership capability during rapid growth.

Required Experience

• Bachelor’s degree in Business, HR, Operations or related field
• 8–12+ years in operations, shared services, GBS, or BPO environments
• Proven experience scaling teams in fast-growth environments (50+ FTE)
• Strong client-facing delivery leadership, ideally with European stakeholders
• Experience in multilingual delivery environments (German & English)
• Solid understanding of the Sofia talent market and delivery ecosystem

Preferred:

• Recruitment / RPO / HR services experience
• Experience building or scaling delivery centres
• Exposure to nearshore delivery models

Required Skill

• Demonstrated ability to lead large, complex operations environments with full accountability for service delivery, workforce performance, and operational efficiency.
• Strong operational excellence mindset (Lean, KPI-driven performance management)
• Proven capability in scaling operations and workforce planning
• Excellent stakeholder management and influencing skills, particularly with European clients
• Strong client-facing communication in multicultural environments
• Ability to balance strategic thinking with hands-on execution
• High resilience and adaptability in fast-paced, ambiguous environments
• Strong people leadership and team development capability

Posting date: 31-08-2026