5605

OVERVIEW OF THE POSITION:
The Client Services Manager (CSM) serves as the first level of contact for Client Users, Supplier Partners, and Contingent Workers participating in the AgileOne Supplier Management and/or Technology Suite for AgileOne Accounts. The CSM is there to support and manage the effective and efficient use of the AgileOne Technology; to facilitate the processes and manage compliance with the contingent workforce management programme defined by the client and AgileOne Management. The CSM is responsible for the integrity and accuracy of the account specific database; management of the Client Services Personnel assigned to the account; and management of an efficient, profitable client support programme in accordance with the projections, policies, and procedures developed by the AgileOne Management Team. The CSM will contribute to the professionalism of AgileOne by consistently providing a high level of customer service to the client, suppliers and contingent workers.

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:

• For new accounts and additional business, partner with and support the efforts of the Implementation Team
• Recruit and hire additional Client Services Staff as needed
• Provide user training to Client and Supplier users as needed
• Ensure project documentation is updated and archived and can be retrieved for audit, review, and legal purposes
• Implement and maintain Client’s policies and procedures, ability to document these policies and train additional staff on same
• Maintain existing Support Supplier contracts, and work with AgileOne ETT teams to negotiate contracts with new Suppliers as needed
• Promote an understanding of the AgileOne Programme with managers, suppliers, and contingent workers
• Develop relationships with key managers/end users to develop additional business opportunities
• Act as liaison between Client and Suppliers on requirement issues while maintaining the integrity of our Service Level Requirements.
• Act as point of contact for systems issues between Client or Suppliers, and System Development Team
• Ensure the timely delivery of regular billing and any required management reports to client, suppliers, or corporate office.
• Act as the point of contact between AgileOne Corporate and Suppliers for any contractual, accounting or payment inquiries.
• Identify and promote opportunities for other ACTOne Group Companies when possible
• Conduct regular reviews (usually quarterly) to survey client satisfaction with both AgileOne and Supplier Performance
• Support Branch offices and Suppliers in increasing business through periodic meeting to discuss recruitment, trends and challenges
• Use and maintain the Client Support call-tracking database in a technically proficient manner by recording all calls thoroughly and completel
• Make use of information contained in the call tracking system to build problem resolution skills and to maximize the quality of support and the timeliness with which it is provided to customers
• Additional duties as required
• Hire, train and manage the Client Services Professionals and support staff
• Motivate, encourage and develop staff through ongoing training and mentoring
• If managing multiple client sites, develop a meeting schedule to promote communications and promote team environment
• Other duties and special projects as assigned

SUPERVISORY RESPONSIBILITIES/# OF STAFF:
Directly supervises all AgileOne Client Services Professionals and support staff. 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 at least 5 years in Staffing, On-Site Management (Staffing Environment)

JOB EXPERIENCE REQUIREMENTS:

• Knowledge of labour and employment laws for applicable regions
• Experience with on-site/corporate operations with contingent staffing including staffing vendor management for Fortune 500/1000 clients.
• Excellent verbal and written communications
• 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
• Ability to interact with client Director level and above.

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 (25 - 40%)

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:

n/a

Grade: Global

Pay Min:

Pay Mid:

Pay Max:

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