Description
Voor Waver zijn we op zoek naar een :CLIENT SERVICES MANAGER
Start : ASAP
6 months (+)
Description :
Client Services Manager
Our client is an established leader in the MSP industry, being voted as a top performing MSP provider three years in a row in SIA's annual survey. As a Client Services Manager you will be part of a dynamic Program Management Office assigned to a specific Managed Service Provider client. You will be empowered to manage a book of business and will be responsible for facilitating all aspects of the end to end contingent labor hiring process for client users, utilizing a Vendor Management System (VMS). We are looking for self-motivated individuals who thrive in a fast paced environment and have a passion for customer service.
Responsibilities:
•Develop relationships with client users across the business (Hiring managers, finance, HR) to thoroughly understand the client and their culture.
•Establish partnerships with the participating suppliers
•Utilizing a VMS application, facilitate and manage the end to end contingent labor process through:
•review, validation and distribution of the requisitions to participating suppliers
•screening of resumes for skills, availability and rate match
•shortlisting the candidates for client consideration
•coordination of the interview process
•overseeing the on-boarding process
•managing the work order revision and extension process
•managing the time entry and approval process including reviewing draft timesheet and unapproved time reports .
•Works with Hiring Manager in assigned client departments or locations to garner a thorough understanding of the job requirements to ensure creation of validated job postings
•Act as liaison between client and supplier to administer contingent worker hiring process while ensuring client satisfaction. This can be accomplished through:
•Face to face meetings with managers
•Facilitating conference calls with both managers and suppliers
•Delivery of program training
•Understands the contractual terms and conditions between the client, the client and the suppliers, including: pricing, roles and responsibilities, rules of engagement, vendor neutrality position
•Management of the process to ensure compliance with Customer Service Level Agreements and cost savings objectives including:
•Rate Negotiation
•Requisition aging
•Start and end dates management
•Timesheet management
•Responsible for following standard operating procedures to ensure compliance with the end to end process;
•monitoring and tracking activities
•Including creation of program documentation
•Understanding program reporting and metrics
•Compliance with the client Policies & Procedures specific for each department.
•Responsible for timely issue resolution that arise as part of the day to day operations, acting as a liaison among all parties and escalating to management as appropriate
•Other duties as assigned by Program Manager
Technical skills:
Knowledge of:
•Staffing Industry and or Vendor Management Systems
•Recruiting and or HR
•Strong Microsoft Office skills, particularly with Excel and Word (PowerPoint preferred, but not required). Should be able to create pivot tables and use formulas in Excel.
3-5 years of Staffing, Managed Service Provider or related experience
Required Education:
Bachelor's degree or equivalent combination of education and experience
Personal skills:
•Provide excellent customer service
•Communicate effectively
•Prioritize multiple tasks and demonstrate proper time management
•Problem solve and present recommendations to internal and external clients
•Negotiate rates effectively
•Ability to translate report requirements to generate specific report requests
•Help maintain and build positive team spirit
•Work independently
Other:
•Confidence
•Enthusiasm
•Passion for excellence
•Professionalism in work product and behavior
•Detail orientation
•Stress tolerance
•Discipline to execute according to standards
•Urgency and speed of response