Client Services Director

• Our solutions know no limits, we have proven experience delivering market-leading MSP, RPO, Total Talent, and Services Procurement Solutions including technology, talent marketing, talent intelligence, and workforce consulting services.
• We create the best talent experience, from attraction to onboarding and onto ongoing career development, we understand the human and digital touchpoints that compel talent to join and stay with a company.
• We know where the talent of tomorrow is, how they behave, what they are looking for, and how to build their loyalty toward a specific company employer brand.
• We push the boundaries of our industry to be able to see around the corner for our clients, continually investing in innovation to stay ahead in our market.

• Ensure client service delivery is cost effective and has an infrastructure in place to support both internal and external customers.
• Promotes positive relationships and strong partnerships for the benefit of the organization.
• Proactive insight to identify opportunities to create efficiencies, add value and expand support provided.
• Responsible for overall P&L including forecasts.
• Responsible for ensuring all accounts meet SLAs and customer satisfaction targets.
• Develop content and lead presentations for business and partnership reviews both internally and externally.
• Keep up to date on new/innovative methodologies needed to support Client.
• Implement programs to ensure attainment of the business plan for growth and profit.
• Validate that all contract schedules are signed updated & maintained in contract centralized location.
• Familiar with contract schedules & contractual terms with the ability to execute against them.
• Assure that assigned areas of responsibilities are performed within contract targets to achieve revenues and control expenditures.
• Ensure services are billed and collected within contract terms.
• Responsible for overall account compliance to EEO & Diversity standards.

• Coach and mentor direct reports in their development and provide mentorship to assist with reaching their goals to ensure staff retention.
• Establish metrics, goals and expected performance levels for overall team productivity and provide feedback and coaching to direct reports where appropriate.
• Provide training where necessary on the appropriate skills and techniques; Participate in HR regular training initiatives to gain understanding & capability to manage first level HR support / Employee Relations issues covering: performance management, time and attendance, policy interpretation, etc.
• Effectively manage and document performance and disciplinary actions as needed.

• Set specific account guidelines and policies as required.
• Ensure adherence to corporate guidelines and policies
• Ensure team members conform to client and RSR processes and quality procedures as defined
• Define, manage, and lead special projects necessary to enhance our service offering to existing and anticipated clients.
• Perform other duties as directed by Vice President, Client Services

• Bachelor's Degree in Business Management, or related field or 8-10 + years of equivalent work experience required; in lieu of Bachelors degree, high school diploma or equivalent required
• 5 - 7+ years of related business, recruiting operations and operational leadership and demonstrated successes within a complex organization
• 3+ years of experience managing and directing coordinators and specialists within a client service role

• MBA preferred in related field
• PHR, SPHR, PMI or similar disciplines preferred
• Experience managing a P&L, including forecasting
• Six Sigma
• Ability to manage multiple teams or a single complex team; escalate conflicting priorities; influence team members and business leaders to successfully execute
• Ability to negotiate agreements and/or reach consensus with all levels and positions within the organization
• Superior consulting, leadership, management, interpersonal and mentoring skills
• Detail oriented with a concern for quality expressed continually. initiating system and process improvements
• Management skills based on several years of experience preferably in a matrix based environment

Randstad Enterprise