As Client Service Manager, you are responsible for leading a team of recruiting professionals, taking ownership and accountability for operational excellence and delivering exceptional results for our client.
You take ownership of embedding, promoting and landing our strategic goals and objectives. You build an agile change culture and positively champion and embrace the new. You own pivotal relationships with hiring managers, HR partners and other relevant stakeholders. You hold yourself and your team accountable for delivering an exceptional end to end recruitment service ensuring all client SLA's and KPI's are met or exceeded. You lead from the front by cultivating a high performance, open and honest feedback culture and show a genuine interest in your people and your clients success.
Key Success Pillars
- Developing and empowering people
- Operational excellence & accountability
- Collaboration - One Team Winning together
- Great customer experience and growth
- Financial success
Developing and Empowering People - Develop People and Lead Strategy
- Set clear goals and objectives for the Client Services Team and monitor individual and team performance to ensure targets are consistently exceeded
- Lead and inspire your team, providing guidance, training and support to maximise theirs and their teams performance and productivity.
- Foster a positive, collaborative and high performing culture promoting teamwork, personal development and employee engagement
- Conduct regular performance evaluations in line with the rhythm of the organisation
- Provide open & honest feedback, and identify opportunities to develop individual’s strengths, delegate responsibility and ensure optimal resource utilisation
- Ensure any individual performance management issues are dealt with in a timely, effective manner and in line with HR guidelines
- Make your own learning a priority - the better you are the better your people will be.
- Promote knowledge sharing, continuous learning and best practices within the team
Operational Excellence and Accountability - Lead Strategy, Execute Change, Add Value
- Set aspirational goals for your team leaders and their teams, taking ownership for harnessing their individual strengths to deliver on them - track, analyse and share results always striving to be the best
- Manage and be accountable for all aspects of service delivery, ensuring compliance and quality is front and centre and a key measure of success
- Track your teams progress against agreed client SLA’s, proactively taking steps to mitigate risks, resolve performance issues and improve results
- Manage delivery risks and maximise profitability through effective resource planning and allocation
- Utilise MI to improve the efficiency and effectiveness of current processes pivoting as necessary to achieve optimum results
- Ensure all client updates and information are communicated in a timely way to the team
- Continuously evaluate and enhance the recruitment delivery process, identifying opportunities for automation, standardisation and optimisation
- Identify and develop sourcing strategies to maintain “best in market” talent pipelines/pools
- Oversee and measure effectiveness of sourcing channels to optimise the sourcing strategy
- Oversee and be accountable for consistent use of systems to optimise data usage and integrity
- Build and oversee the consistent execution of key operating rhythms
- Engage your team in the adoption and embedding of change always being responsive to the market and our clients evolving needs
- Build strong relationships with your peers across the globe, sharing best practice and promoting global mobility
Great Customer Experience and Growth - Lead Strategy, Add Value, Develop People
- Instil a culture of Going Beyond for the customer, consistently delivering beyond expectations to develop and maintain the position of Trusted Partner for our clients
- Ensure a great customer experience allowing our clients love us, to consistently secure contract renewals and extensions
- Continuously look for ways to Add value and Go Beyond the standard recruitment process - defining client expectations and deliverables ensuring your teams exceed them
- Become fully immersed in your clients organisations, building strong relationships with hiring managers, HR partners and other key stakeholders to understand their recruitment needs and provide exceptional service in line with SLAs
- Ensure your teams are a seamless extension of the client’s organisation by having a deep understanding of their business, EVP and their culture
- Serve as the primary point of contact for the Global Clients Solutions Director for dealing with client inquiries, addressing concerns, and resolving issues in a timely manner
- Get close to your clients making it your mission to know what we are doing well and where we can improve, always striving for strong customer feedback scores
- Leverage relationships and opportunities to help cross sell other functional areas and increase customer lifetime value
- Get social, continuously building yours and your team’s brand by maximising our thought leadership pieces and regularly attending / hosting value adding events
- Stay updated on industry trends, job market dynamics and salary benchmarks to provide valuable insights to clients and candidates
Skills & Attributes
- Open, honest, and authentic with high levels of integrity
- Passion and commitment to delivering for our clients, consistently achieving targets, developing long term relationship and building platforms for growth
- Proven success delivering operational excellence and building high performing teams.
- Self driven - strong desire to coach and lead taking personal accountability for the teams success
- Ability to excite, and inspire the team to become productive contributors
- Exceptional relationship building capabilities and emotional intelligence - Self Awareness and Awareness of Others
- Excellent team leadership and people management skills
- Exceptional technical recruiter with strong knowledge of recruitment strategies, and best practice
- Exceptional communication and interpersonal skills, with the ability to effectively engage with clients, candidates, and colleagues
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
- Strong track record of delivering results in a fast paced environment.
- On-site presence in our clients office in a hybrid model to be fully confirmed.
What You Get in Return:
In return, we offer first-class continuous training, a highly competitive benefits package, and a structured path for professional development within a collaborative, highly supportive team.
- Hybrid & flexible working options
- Competitive salary structure and bonus potential
- Access to our award-winning Training Academy
- An open, supportive, and highly collaborative team culture
- Plus much more
Our Culture & Values
At the heart of our "Go Beyond" culture are core values that guide everything we do: We Succeed Together, We Simplify the Complex, and We Go Beyond. We are committed to fostering a diverse, inclusive, and supportive workplace where every team member can thrive.
