Job Description
About The Client
Our Client is a global total workforce solutions firm founded in 1++6. They are enable organizations to thrive in an age of constant change by building, reshaping, and optimizing workforces. They do this through talent acquisition and contingent workforce management, internal mobility and skills development, and talent and technology advisory services. Their solutions are delivered by our +000+ experts who live our passionate, bold, and authentic values. The ultimate aim is to help clients around the world, including 100+ blue-chip companies, create workforces that are fluid, resilient, diverse, and differentiated.
Position: RPO - Client Service Manager
Purpose of this Job
• To take ownership for the recruitment delivery, relationship management of a specific business function within a client ensuring all quality thresholds and KPIs are met, client satisfaction targets are achieved, and value is generated for Flexability by AMS. • The role holder is aligned to a specific client / business function within a client and is responsible for their team’s achievement of recruitment delivery targets and KPI’s, (both quantitative and qualitative) whilst successfully achieving the agreed budget. • The CSM is responsible for building strong relationships with key client contacts, drives client satisfaction and best practice.
Key Accountabilities • Client Relationship - 30% | Planning & Strategy - 10% | Communication & Delivery - 20% | Data & Governance - 30% | Account Management and P/L - 10%
✓ Client Relationship: ➢ Develop and maintain pro-active and constructive relationships with clients by demonstrating an understanding of the business, the requirements and set expectations accordingly. ➢ Manage senior stakeholders in fast-moving, complex and difficult client environments enhancing Flexability by AMS, reputation within the business acting in an advisory capacity. ➢ Partner senior client stakeholders to define resourcing strategies and plans that meet medium to long term client objectives and enable Flexability to plan ahead.
✓ Planning and Strategy: ➢ Develop accurate hiring forecasts for the Business Unit(s) (BUs) supported and share with relevant Flexability individuals. ➢ Develop an effective sourcing and talent community strategy to meet the BU needs, working with the Sourcing Channel Consultant (if present on the account). ➢ Deploy effective recruitment delivery and attraction strategies, using relevant sourcing channels to reduce time to hire and increase account profitability.
✓ Communication and Delivery: ➢ Build effective communication channels between the client hiring managers and the account team strengthening the relationship between Flexability and the client. ➢ Understand Flexability people are a key market differentiator and genuinely committed to the development of direct reports and the team. ➢ Customer satisfactions are always priorities manage a team of recruiters to achieve delivery targets and contractual SLAs by providing objectives, direction and continual feedback on progress.
✓ Data and Governance: ➢ Ensure data accuracy and review and analyze data to drive team performance. ➢ Drive down non-compliance for assigned BU(s), increasing account revenue and profitability.
✓ Account Management and P&L: ➢ Work with the senior manager to define the type and level of resources required to effectively achieve delivery and profitability targets. ➢ Accurate financial forecasting and a deep understanding of the team productivity to enable resource management. ➢ Manage scope creep and escalate accordingly to the senior manager / head of the account. ➢ Lead and manage the on-site teams, driving the team to ensure that productivity, account profitability and Deliver continuous improvement projects and client specific projects. ➢ Identify areas of process improvement, service enhancement and opportunities to increase the scope of the service and communicate these appropriately to relevant parties. Support and / or manage the implementation of changes. ➢ Responsible for spotting business development opportunities and engaging with the Senior Manager / Head of Client Services. ➢ Hold sound knowledge of recruitment model options and design in order to promote the benefits of an outsourced solution to the client. ➢ Custodian of the client’s Employee Value Proposition (EVP) ensuring the entire team are able to convey the proposition in a compelling way enhancing the clients brand presence in the market. ➢ Keep abreast of market intelligence and industry trends (e.g. new technology, recruitment metrics and legislative changes) and use this insight to develop resourcing plans. ➢ Act as a Trusted Advisor to clients and team on resourcing related matters.
• Output
✓ Account Management: ➢ Accountable for clearly communicating Strategic Account Vision and Plan to team. Ensure they understand the account’s commercial model, and their role in helping achieve its strategic priorities and KPI targets. ➢ Ensure compliance with all assigned training and up skilling for direct reports. Coach and develop direct reports. ➢ Coach and develop direct reports or dotted line reports through ongoing oneto-one performance and development conversations. ➢ <20% voluntary attrition. ➢ X% retention of HIPOs within account. ➢ Achieve year on year improvement on agreed metrics with FlexAbility by AMS/Clients. ➢ Achieve targeted year-on-year improvement in Client NPS.
✓ Operations, Compliance And Finance: ➢ Profitability targets met (budgeted contribution and margin); any variances anticipated and signaled; costs fully managed (within control). ➢ INR. 0, liabilities for failed SLAs/ KPIs. ➢ Achieve targeted year-on-year improvement in Candidate NPS. ➢ Accountable for ensuring 100% compliance with all relevant legislation. ➢ Accountable for ensuring 100% data integrity and reporting accuracy for all required ATS and CRM/manual tracker data fields, as outlined in the account operations manual. • Knowledge, Skills and Experience
✓ Experience of presenting to and solving issues for senior clients (e.g. HR Leaders, Heads of Business) and gaining their agreement to a course of action.
✓ Ability to liaise with and influence all levels of management to agree a change of direction or new process.
✓ Experience of developing and delivering recruitment strategies and processes to improve outcomes (e.g. decreased time to hire, increased quality of hire).
✓ Expert in behavioral / competency based interviewing (both face-to-face and via the telephone).
✓ Experience in the use of recruitment technology and recruitment databases.
✓ Track record of managing complex, high-profile recruitment projects and multiple campaigns.
✓ Experience of people management and development
Our Client is a global total workforce solutions firm founded in 1++6. They are enable organizations to thrive in an age of constant change by building, reshaping, and optimizing workforces. They do this through talent acquisition and contingent workforce management, internal mobility and skills development, and talent and technology advisory services. Their solutions are delivered by our +000+ experts who live our passionate, bold, and authentic values. The ultimate aim is to help clients around the world, including 100+ blue-chip companies, create workforces that are fluid, resilient, diverse, and differentiated.
Position: RPO - Client Service Manager
Purpose of this Job
• To take ownership for the recruitment delivery, relationship management of a specific business function within a client ensuring all quality thresholds and KPIs are met, client satisfaction targets are achieved, and value is generated for Flexability by AMS. • The role holder is aligned to a specific client / business function within a client and is responsible for their team’s achievement of recruitment delivery targets and KPI’s, (both quantitative and qualitative) whilst successfully achieving the agreed budget. • The CSM is responsible for building strong relationships with key client contacts, drives client satisfaction and best practice.
Key Accountabilities • Client Relationship - 30% | Planning & Strategy - 10% | Communication & Delivery - 20% | Data & Governance - 30% | Account Management and P/L - 10%
✓ Client Relationship: ➢ Develop and maintain pro-active and constructive relationships with clients by demonstrating an understanding of the business, the requirements and set expectations accordingly. ➢ Manage senior stakeholders in fast-moving, complex and difficult client environments enhancing Flexability by AMS, reputation within the business acting in an advisory capacity. ➢ Partner senior client stakeholders to define resourcing strategies and plans that meet medium to long term client objectives and enable Flexability to plan ahead.
✓ Planning and Strategy: ➢ Develop accurate hiring forecasts for the Business Unit(s) (BUs) supported and share with relevant Flexability individuals. ➢ Develop an effective sourcing and talent community strategy to meet the BU needs, working with the Sourcing Channel Consultant (if present on the account). ➢ Deploy effective recruitment delivery and attraction strategies, using relevant sourcing channels to reduce time to hire and increase account profitability.
✓ Communication and Delivery: ➢ Build effective communication channels between the client hiring managers and the account team strengthening the relationship between Flexability and the client. ➢ Understand Flexability people are a key market differentiator and genuinely committed to the development of direct reports and the team. ➢ Customer satisfactions are always priorities manage a team of recruiters to achieve delivery targets and contractual SLAs by providing objectives, direction and continual feedback on progress.
✓ Data and Governance: ➢ Ensure data accuracy and review and analyze data to drive team performance. ➢ Drive down non-compliance for assigned BU(s), increasing account revenue and profitability.
✓ Account Management and P&L: ➢ Work with the senior manager to define the type and level of resources required to effectively achieve delivery and profitability targets. ➢ Accurate financial forecasting and a deep understanding of the team productivity to enable resource management. ➢ Manage scope creep and escalate accordingly to the senior manager / head of the account. ➢ Lead and manage the on-site teams, driving the team to ensure that productivity, account profitability and Deliver continuous improvement projects and client specific projects. ➢ Identify areas of process improvement, service enhancement and opportunities to increase the scope of the service and communicate these appropriately to relevant parties. Support and / or manage the implementation of changes. ➢ Responsible for spotting business development opportunities and engaging with the Senior Manager / Head of Client Services. ➢ Hold sound knowledge of recruitment model options and design in order to promote the benefits of an outsourced solution to the client. ➢ Custodian of the client’s Employee Value Proposition (EVP) ensuring the entire team are able to convey the proposition in a compelling way enhancing the clients brand presence in the market. ➢ Keep abreast of market intelligence and industry trends (e.g. new technology, recruitment metrics and legislative changes) and use this insight to develop resourcing plans. ➢ Act as a Trusted Advisor to clients and team on resourcing related matters.
• Output
✓ Account Management: ➢ Accountable for clearly communicating Strategic Account Vision and Plan to team. Ensure they understand the account’s commercial model, and their role in helping achieve its strategic priorities and KPI targets. ➢ Ensure compliance with all assigned training and up skilling for direct reports. Coach and develop direct reports. ➢ Coach and develop direct reports or dotted line reports through ongoing oneto-one performance and development conversations. ➢ <20% voluntary attrition. ➢ X% retention of HIPOs within account. ➢ Achieve year on year improvement on agreed metrics with FlexAbility by AMS/Clients. ➢ Achieve targeted year-on-year improvement in Client NPS.
✓ Operations, Compliance And Finance: ➢ Profitability targets met (budgeted contribution and margin); any variances anticipated and signaled; costs fully managed (within control). ➢ INR. 0, liabilities for failed SLAs/ KPIs. ➢ Achieve targeted year-on-year improvement in Candidate NPS. ➢ Accountable for ensuring 100% compliance with all relevant legislation. ➢ Accountable for ensuring 100% data integrity and reporting accuracy for all required ATS and CRM/manual tracker data fields, as outlined in the account operations manual. • Knowledge, Skills and Experience
✓ Experience of presenting to and solving issues for senior clients (e.g. HR Leaders, Heads of Business) and gaining their agreement to a course of action.
✓ Ability to liaise with and influence all levels of management to agree a change of direction or new process.
✓ Experience of developing and delivering recruitment strategies and processes to improve outcomes (e.g. decreased time to hire, increased quality of hire).
✓ Expert in behavioral / competency based interviewing (both face-to-face and via the telephone).
✓ Experience in the use of recruitment technology and recruitment databases.
✓ Track record of managing complex, high-profile recruitment projects and multiple campaigns.
✓ Experience of people management and development
💡 Quick Summary
Seeking a career-building opportunity? The RPO | Client Service Manager position is now open for candidates interested in the Customer Care sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
