Manager-Client Services The Manager will be responsible for the recruitment delivery, relationship management and annual budget of a team of X recruiters within a (large complex) client solution. They will support the Senior Manager/ Senior Manager Account Lead/ COD in driving the achievement of the business areas commercial and people strategy; managing their team to fulfil all contractually agreed quality thresholds.
The Manager will spend approximately X% of their time providing line management and inspirational leadership to their team, driving engagement, retention and wellbeing. They will role model the AMS behaviours, drive succession planning and team/leadership development.
They will report to the Senior Manager/ Senior Manager Account Lead/COD.
Leadership
- X% of direct reports' development plans are uploaded to Workday by Q2.
- X% compliance against client SLAs / KPIs where applicable and measurable for the client
- X% voluntary attrition among direct reports (target may vary based on local nuances)
- X% retention of HIPOs within AMS
- Achieve X% improvement in eNPS/EVM or equivalent engagement metric.
Client
- Achieving X% improvement in Client NPS
- Achieve targeted year-on-year improvement in Candidate NPS
Operations, Compliance and Finance
- Profitability targets met (budgeted contribution and margin); any variances anticipated and signalled; costs fully managed (within control)
- X liabilities for failed SLAs/ KPIs
- Accountable for ensuring X% compliance with all relevant legislation
- Accountable for ensuring X% data integrity and reporting accuracy for all required ATS and CRM/manual tracker data fields, as outlined in the account operations manual
Continuous Improvement
- Present >X continuous improvement opportunities per quarter/ year
Key Responsibilities
Leadership
- Accountable for clearly communicating Strategic Account Vision and Plan to team. Ensure they understand the accounts commercial model, and their role in helping achieve its strategic priorities and KPI targets
- Coach and develop direct reports or dotted line reports through ongoing one-to-one performance and development conversations
- Support Recruiters in the resolution of complex and contentious issues with clients, ensuring all escalations are resolved promptly
- Maintain regular communication with team members, including conducting ongoing performance and development conversations and virtual team collaboration sessions
Client
- Determine and manage optimal resource allocation to support the talent strategy of the business area
- Build strong and influential trusted partner relationships with senior client stakeholders to develop and maintain business plans, recruitment plans and organisational structures
- Custodian of the clients Employee Value Proposition (EVP) ensuring the entire team can convey the proposition in a compelling way enhancing the clients brand presence in the market
Operations, Compliance and Finance
- Lead team in the delivery against targets, budget and SLAs. Provide oversight of requisitions managed by recruiters to ensure they are meeting the contractually agreed service standards
- Work closely with the Performance Management CoE to monitor the teams Key Performance Indicators and forecasts. Identify trends and issues, and influence delivery strategy using data-led insights
- Manage the scope, governance and compliance of the contract through team activity. Identify and tackle scope creep
- Ensure team’s compliance with the AMS Risk Management Framework and Account governance framework, including the identification and management of risk
- Ensure team’s compliance with legislation affecting area of work (e.g. age discrimination, IR35/The Good Work Plan, OFCCP, data management techniques or similar local legislative requirements)
Continuous Improvement
- Support implementation of Continuous improvement plan in collaboration with Performance Management CoE
- Share with Senior Manager/Client Operations Director any continuous improvement opportunities identified by self or team – including opportunities for process improvement, service enhancement, financial improvement, related strategic projects and increasing the scope of the service within account
Critical Knowledge, Skills and Experience
- Demonstrable ability to build a position as a trusted advisor, engage and influence senior stakeholders towards a course of action
- Experience of developing and delivering end-to-end recruitment campaign strategies. Experience enhancing recruitment processes to improve outcomes (e.g. decreased time to hire, increased quality of hire, fulfilment targets)
- Experience managing a small team, demonstrable ability to manage, coach and develop direct reports
- Thorough understanding legislation affecting area of work (e.g. age discrimination, IR35/The Good Work Plan) and ability to guide and advise clients on legislation
- Agile in response to change or uncertainty - able to cope with and lead a small team and client through significant change
- Resilient under pressure - experience working to and achieving demanding targets, ratios and SLAs and working to tight deadlines in a fast-moving workplace
- Subject matter expertise in local recruitment practices including sourcing strategies, recruitment models, best practice recruitment
Desirable Knowledge, Skills and Experience
- Experience leading virtual/remote teams – proven ability to enable collaboration, engagement and operational excellence among dispersed teams
- Experience of analysing business orientated management information. Able to use data-led insights to influence strategy and decision making
- Demonstrable knowledge of contracts, financial levers, contingent book levers, governance frameworks, business assurance and controls
- Experience of analysing business orientated management information. Able to use data-led insights to influence strategy and decision making
- Experience in the use of recruitment technology and recruitment databases
- Strong Excel skills
- Language skills
📌 Manager Talent Sourcing (Pune)
🏢 AMS
📍 Pune