The Director, RPO Client Account Operations is responsible for the day-to-day management of an account (s) at ADP RPO. In this position you will be accountable for the overall operational management of the account (s) including internal reports, performance metrics, billing and client management. In addition, the Director of Client Operations is responsible for managing, mentoring, coaching and developing the account team staff and creating positive relationships with internal clients and departments. This position is critical to serve both our clients and candidates.
Candidates must have the ability to perform a variety of functional tasks, work within a team environment, and exhibit a commitment to our peers, as well as our clients.
We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
RESPONSIBILITIES:
Provide on-going technical and strategic account management that serves the client and candidates by collaborating with the internal teams to provide appropriate solution(s).
Develop effective sourcing strategies/plans and strategic account enhancements in the process or technology upon identified need or request from client.
Consistently work with client contact to resolve strategic, operational and technological challenges.
Provide excellent customer service to client by:
Communicating with client daily and/or adhering to the client communication expectation(s).
Establishing contact/telephone call with client to discuss current account needs and strategic direction.
Conducting training for client when appropriate.
Facilitating a client "all staff" meeting when appropriate.
Realistically assist with forecasting anticipated revenues to Finance/Accounting.
Ensure the monthly billing process is completed for all accounts in accordance with time line and process
Conceptualize and communicate assignments effectively to transactional resources including but not limited to Account Manager, Recruiter, Sourcer, Center of Excellence, and Phone interview team(s).
Monitor client Service Level Agreement adherence and notify leadership of challenges or discrepancies that need escalated.
Provide adequate client specific training to the staff for competency verification.
Monitor pipeline(s) and discuss wins and challenges with account teams on a weekly basis.
Review Phone interview guides/prescreens with account teams for process improvement and recommend alterations to client.
Development and timely completion of client reporting including but not limited to:
Monthly performance metrics (dashboard)
Quarterly business reviews
Annual account performance reports
Daily slate/contingency and fill reports
Pipeline reports
Ad-hoc reporting
Monitor OFCCP compliance metrics and notify leadership and/or client of exceptions or concerns.
Conduct Hiring Manager Satisfaction Process/Survey and analyze results.
Accountable for resource alignment activities for account team(s) including but not limited to interviewing, recruiting, hiring, and skill assessment.
Instrumental in coaching and performance management of account team members including but not limited to completion of performance assessment, performance coaching documentation, development and monitoring of performance improvement plan and recommendation process to Human Resources for termination.
Responsible for managing associate time including approval of overtime, time worked and vacation.
Accountable for facilitating the following associate processes such as: leave of absence, paid time off, voluntary terminations, and new hire orientation.
Performs related work as required.
Performs other related duties as assigned.
Relocation assistance available
QUALIFICATIONS REQUIRED:
Bachelor's Degree
Over 5 Years, Up to 8 Years of HR/Staffing Industry experience
Previous formal people leadership experience
Ability to travel overnight approximately 30% of the time
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