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Client Services Manager

North America (Hybrid)

The Client Services Manager is charged with achieving the company’s overall objectives for client retention and satisfaction. They serve as the primary point of contact for Staffing, Recruiters, MSP, RPO, VMS, and FMS partners (Mass Talent Procurement, MTP), particularly on service and support issues. They will provide consultation, advice, and assistance to MTP partners. They will be responsible for fielding inquiries and requests, and either provide direct and/or coordinate appropriate response. They are also responsible for measuring and managing the quality of delivery to ensure the most efficient and effective outcomes.

To be effective, they must regularly collaborate and coordinate internally with the leaders of various departments, including Shared Services, Risk, Finance, Human Resources, IT, Sales & Marketing.

What you'll get to do:

Stakeholder Management

Establish rapport and maintain routine, meaningful contact with client personnel
Consult with partners to identify opportunities to enhance the People2.0 service experience
Develop and maintain an understanding of primary partner value drivers
Maintain regular contact with partner operations team to strengthen relationships
Document interactions and use the information to improve service
Recommend and action items to improve partner experience and People2.0’s value-add

Scope Management

Maintain understanding of contractual terms, financial particulars, and scope of work
Monitor internal standard operating procedures to ensure full commercial realization of program(s)
Identify and implement opportunities for process improvements on a large scale
Identify and communicate opportunities to expand services in ways that add value, increase satisfaction, and help ensure client retention
Analyze program statistics to ensure compliance to any contractual KPI or SLA requirements
Conduct Quarterly Business Reviews with partners to review trends and align on roadmap

Delivery Management

Ensure that partners understand relevant best practices and standard operating procedures
Keep abreast of EOR/AOR market developments to provide strategic advice to partners
Accept service calls and inquiries from partners and manage appropriate follow-up
Identify urgent and critical issues that require escalation to HR, Risk, Legal or other Department Leaders, and promptly escalate those issues according to company policy
Manage service issues with a measured, controlled approach to deescalate and resolve efficiently
Design, develop and deploy surveys to measure key satisfaction metrics
Routinely engage internal teams to ensure their understanding of partnership needs
Act in a spirit of continuous improvement to optimize service, processes and procedures

Skills and experience we value:

Education and Knowledge:

Secondary degree or commensurate experience required
Strong practical knowledge of MSP, VMS, RPO, and/or FMS solutions
Awareness of the EOR/AOR landscape preferred
Adequate understanding of HR and employment law

Experience:

7+years’ experience with roles of increasing responsibility within the MTP environment
Ability to take charge, prioritize and manage multiple priorities independently
Superior oral and written communication skills
Ability to effectively consult with client staff: listening, analyzing, needs definition, solutioning

Important Characteristics:

Empathy, patience, and active listening skills
Commitment to team and open collaboration
Optimistic and future focused, comfortable with change
Strong service orientation and a natural ability to cultivate relationships

Benefits and location:

The annualized salary range is $55,000–$65,000 USD / $65,000–$75,000 CAD, plus bonus potential, and is dependent on location and experience
Paid vacation, sick days, and holidays
Medical, dental, and vision insurance
401(k) retirement plan
Voluntary life insurance
Flexible Work Program (work from home and hybrid options)
Many more ancillary benefits

About People 2.0

People2.0 is the world’s leading enabler of flexible, mobile, on-demand, and remote work arrangements, including portable support solutions for independent contractors. The company’s global network of in-country, company-owned and operated establishments enable talent suppliers to hire any worker anywhere in any arrangement. Whether hiring locally or globally, People2.0’s employer of record (EOR) and agent of record (AOR) services keep contingent workers in compliance with local and international regulations. To learn more, visit People20.com.

People2.0 is committed to providing equal employment opportunities to all associates and applicants without regard to race, color, national origin or ancestry, citizenship status, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, physical or mental disability, age, veteran status, uniformed servicemember status, gender identity, genetic information (including testing and characteristics) and any other characteristic prohibited by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co -workers.

In furtherance of this commitment, the Company is committed to providing a work environment that is free of prohibited harassment. As a result, the Company strictly prohibits sexual harassment and harassment against applicant and employees based on any legally recognized status, as defined above, or any other status protected by federal, state, or local laws.

How to apply:

Send your cover letter and resume to recruiter@people20.com and reference the job title and location.

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