Client Services Director

5045

AgileOne -  Client Services Director

OVERVIEW OF THE POSITION: This position will consistently improve operational performance and maintain service excellence with all Client relationships.  The CSD’s ongoing priority is to collaborate with and mentor the Client Services Teams (AgileOne Client Services Personnel) to provide outstanding customer service and generate additional business opportunities throughout the client’s geographic footprint for all verticals of the ACTOne Group of Companies.  The CSD will also bring forth new ideas for all AgileOne business, to keep AgileOne in the forefront of the Supplier Management and Workforce Technology field.

Additionally, the CSD will provide guidance to client and direct reports which includes, but isn’t limited to, general human resources issues, risk management associated with consultants, worker classifications, contingent staffing solutions, and supplier management best practices. Will be responsible for sales forecasting, meeting financial objectives, quality metrics and balancing multiple projects. Will ensure that Client Service Teams maintain the integrity and accuracy of account specific database.  This position will directly manage the Client Services Managers and/or Client Services Teams to measurable service standards.  Manage an efficient, profitable service center in accordance with the projections, policies, and procedures developed by the AgileOne Management Team. This position is responsible for providing outstanding customer service and generating additional business opportunities throughout the client’s geographic footprint for all vertical of the ACTOne Group of Companies.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Facilitates the implementation process for designated AgileOne accounts by working with the Implementation Team, Client Services Team, the client, and the supplier partners to ensure a smooth transition.
• Manages the overall contractual relationship by meeting with client representatives as needed, monitoring the compliance of the contract, and reporting to executive leadership the volume of business that is being received and developed.
• In this entirely customer-facing role, you will help customers to define and implement complex integrated solutions that optimize the AgileOne technology to support and grow their business.
• Overall responsibility for the costing, scheduling, planning & tracking, terms & conditions and risk management of the project through its entire life cycle, delivering profit and total customer satisfaction.
• As the AgileOne point of contact for assigned accounts, develops and maintains relationships with client sponsor(s) in order to build strong partnerships and alliances.  Sells AgileOne’s service capabilities throughout account, and creates introductions for other ACTOne Group Companies.
• Oversees the Implementation of all assigned accounts through collaboration with the Implementation Team. Closely monitors client satisfaction and support during the System Implementation Phase. In addition, monitors the Supplier Engagement Process to ensure successful Supplier Partnerships.
• Determines quarterly and annual revenue targets for each account and is accountable for meeting those financial targets.
• Will monitor the compliance of each contract by reviewing Service Level Agreements and Client Satisfaction Surveys. Will meet with Program Managers monthly, quarterly or as needed to ensure the quality of the program and customer satisfaction through business review meetings.
• Facilitates engagement and utilization of Global Business Solutions support for operational involvement in client accounts.  Partners with the GBS leaders to determine types of support, allocation of hours, etc. to ensure that contractual SLA’s are met. 
• Drives ongoing Business Development seeking other opportunities for AgileOne as well as the other verticals of the ACTOne Group.
• Other duties and special projects as assigned

SUPERVISORY RESPONSIBILITIES/# OF STAFF: Manages Client Services Managers assigned to client relationships, and provide support to Client Services Teams as needed to support their specific account(s). When supervising, carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, in a fast paced environment. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This individual will have strong proven experience in National Account Management, On-Site Implementation (Staffing Environment) or National Sales with Fortune 500 companies.  CSD requires a minimum of 10 years experience in related field and/or industry.

JOB EXPERIENCE REQUIREMENTS:

• Proven experience in human resources related activities such as recruiting/ staffing, customer relationship management, business development, supplier/contractor management.
• Demonstrated experience in operational and financial functions such as profit & loss and budgeting) as well as associated tracking software systems and procedures.
• Working knowledge of desktop computers and MS Office, Excel, Word, PowerPoint, MS Outlook. MS Project and Internet access.
• Ability to learn proprietary technology.
• Knowledge of labor and employment laws, across Europe
• Experience with on-site/corporate operations with contingent staffing including staffing vendor management for Fortune 500/1000 clients.
• Excellent verbal and written communications.  Requires proficient English, (Dutch and some German preferable).
• Professional appearance.
• Able to prioritize multiple tasks without compromising service or quality.
• Able to work independently with minimal supervision.
• Excellent organizational skills.
• Ethical, fair and professional conduct in all candidate, client, and peer interactions.
• Flexible, accountable and a team player.
• Available to work overtime.
• Energetic and able to work well in a fast paced environment.
• Excellent memory and recall skills.
• Ability to interact with client C level management.

EDUCATION REQUIREMENT: Bachelor’s degree (B. A.) (or equivalent qualification) or equivalent combination of education, experience and training.

LANGUAGE/COMMUNICATION SKILLS (written & verbal):  This position requires fluent English. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedural manuals.  Ability to present information effectively and to respond to questions from groups of managers, clients, customers, and the general public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS: Working knowledge of computers including Windows environments, email, and the internet.  Proficiency with MS Office applications including Excel, Word, PowerPoint, Outlook, Project and Visio.  Ability to quickly learn proprietary technology.

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS: None required

TRAVEL REQUIREMENT: Medium (30 - 50%)

PHYSICAL DEMANDS  Office or home office based role with associated lifting of minimal equipment, sitting / standing, repetitive actions.

Other Job Compensation: This position has no additional compensation.

Certifications/Licenses:

British Pound Sterling

Computer/System Skills Requirements:

Benefits:

BENEFITS:

• REFERRAL AWARDS
• NECTAR POINTS to use to recognize your colleagues. As you collect these points from your peers, you can redeem them for company swag or Amazon, Zalando, and other gift cards.
• EMPLOYEE ASSISTANCE PROGRAMME offers counseling, resources, and referrals to help employees navigate various issues like stress, mental health, financial concerns, and more.
• MEDICAL AND DENTAL COVERAGE: Bupa private healthcare available (optional). Medical is 100% employer-paid for employee cover only, additional family members would be employee-funded. Dental coverage is 100% employee-funded, eligible after 3 months.
• PENSION SCHEME: Royal London Pension scheme eligible after 3 months, standard contribution rates:
• non-manager: 5% employee, 4% employer
• manager: 5% employee, 5% employer

Grade: Global

Pay Min: 85000.0000

Pay Mid: 112500.0000

Pay Max: 140000.0000

Additional EEO:

Additional EEO 2:

Additional EEO 3:

Hours: Normal daytime business hours Monday through Friday

Time Zone: Europe/London

Day 1: Monday

Day 2: Tuesday

Day 3: Wednesday

Day 4: Thursday

Day 5: Friday