Senior Manager / Head of Client Operations
Alexander Mann Solutions
Manila, Philippines
3d ago

Job Description Summary

We are Alexander Mann Solutions and we're passionate about helping companies and individuals fulfill their potential through talent acquisition and management.

Today, nearly 4,000 of our talent acquisition and management experts are partnering with our blue-chip clients across multiple sectors and in more than 90 countries.

Delivering a distinctive blend of outsourcing and, through our Talent Collective team, consulting services, our unrivaled experience, capability and thought leadership helps our clients attract, engage and retain the talent they need for business success.

Alexander Mann Solutions is committed to Equal Opportunities and welcomes applications from all sections of the community

Senior Manager / Head of Client Operations

Responsible for ensuring that the performance of the account is optimised and meets key performance metrics such as target start dates, time to offer and contractual SLAs.

The client solution may include multiple AMS service lines e.g. RPO, Contingent, & Consulting. Typically this role would be present in a large multi geographical / multi-disciplined and a highly regulated environment.

Key Accountabilities :

  • Ensure service is delivered within contractual obligations meets or exceeds agreed SLAs and 'delights the customer'
  • Deliver the commercial success of the account in line with financial expectations as defined by AMS Executive Team members, including budgeted BAU contribution
  • Create and monitor the account governance framework. Lead team to fulfil requirements including : meetings, process, systems, compliance and reporting
  • Use Financial and Operational Management Information to pinpoint issues and make recommendations for action that positively affect the Commercial success of the Account e.
  • g. headcount, cost and forecasting

  • Apply technical knowledge of solution design and service delivery model options to ensure the account delivers service in the most efficient and effective means possible, including the identification and improvement of processes
  • Accountable for managing early warning systems that identify risks within the account and tracking and recording in line with AMS Risk Management Framework
  • Provide thought leadership, market insight and education around service delivery to support the development of the AMS Target Operating Model and future client solutions
  • Provide operational insight to deliver improved BU / Sector operational performance. Carry an operational improvement target for efficiency and service improvements across a number of accounts
  • Lead the evolution of service delivery within the account to deliver continuous improvement leading to additional revenue, improved service delivery and satisfied clients
  • Understand client and account team challenges and proactively deliver solutions e.g. recommend, support and deliver a commercial remodel
  • Be a recognised external expert in operational service delivery
  • May matrix manage the offshore sourcing and admin teams.
  • May lead onsite sourcing and admin teams
  • Position Requirements

  • Commercial awareness to manage a P&L
  • Proven track record of driving successful operational performance through performance management of a large team
  • Experience of influencing delivery across large dispersed global regions
  • Demonstrated ability to scope and re-scope a team structure to meet client and business needs
  • Deep specialist knowledge in a current or potential future AMS service offering
  • Prior experience of outsourcing
  • Experience of change management and transformation
  • Viewed as an expert by Heads of Client Services in Operational Leadership
  • Strong team engagement skills to drive excellent performance
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