5749

OVERVIEW OF THE POSITION:
The Senior Client Services Manager (SrCSM) is overall responsible for the delivery to AgileOne´s client(s) as well as responsible for the team delivering the service. The SrCSM leads the day-to-day service delivery for their assigned client(s), ensuring the service level is exceeding client expectations, and is being delivered in accordance with the contract, including agreed SLA´s and KPI´s. The SrCSM will lead with professionalism, ensuring the team consistently provides a high level of customer service to the client(s), suppliers and contingent workers.

This position is responsible for providing outstanding customer service and generating additional business opportunities through geographical and/or product line expansions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead the day-to-day activities for their assigned account(s)
• Budgeting and account financials, ensuring the business is profitable
• Create, maintain and execute strategic account plan(s)
• Develop relationships with key managers/end users to develop additional business opportunities
• For new accounts and additional business, partner with and support the efforts of the Implementation Team
• Lead Quarterly business reviews with the client
• Work with the BI team to provide the client with high quality program data to support strategic decision making
• Ensure program documentation is updated and archived and can be retrieved for audit, review, and legal purposes
• Implement and maintain Client’s policies and procedures, document policies and train staff
• Maintain existing 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
• 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.
• Hire, train and manage the Client Services Professionals and support staff
• Motivate, encourage and develop staff through ongoing training and mentoring
• 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 provide feedback to 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

This individual will have at least 5 years’ leadership experience from an MSP/Staffing environment

JOB EXPERIENCE REQUIREMENTS:

• 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
• Knowledge of labour and employment laws for applicable regions
• 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:
Hybrid role with minimum 2-3 days a week on customer site in London.

Other Job Compensation: This position has no additional compensation.

Certifications/Licenses:

British Pound Sterling

Computer/System Skills Requirements:

Benefits:

Your 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:
• on-manager: 5% employee, 4% employer
• manager: 5% employee, 5% employer
• 15 Bishopsgate London, England EC2N 3AR

 

Grade: Global

Pay Min: 65000.0000

Pay Mid: 75000.0000

Pay Max: 85000.0000

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