Your Role:
- To lead and take full responsibility for the successful management of the client account and service delivery.
- To achieve budget and growth on the client account by maximising fees and recognising opportunities.
- Establish and develop key client relationships in line with the client's contract plan.
- To maintain an effective partnership with the client and continually develop account initiatives.
Key Deliverables:
Build lasting relationships:
- Ensure the service we provide to key clients and candidates is effective, efficient, professional and consistent.
- Provide specialist expert advice, support and recommendations to key stakeholders on specific market. conditions including competitor activity, skills availability, demographics and salary surveys.
- Engage and educate key stakeholders on talent solutions as required.
- Develop strong relationships with HR, procurement and other key stakeholders.
- Manage client or candidate disputes in a timely and effective manner.
Develop and evolve your account / portfolio:
- Responsible for the achievement of all individual and team fees.
- Generate further opportunities to grow the client account and drive team results.
- Partner with key stakeholders on the client account and recognise further growth opportunities.
- Identify client development opportunities and work with the management team, International Delivery
- Centre (IDC) and Solutions team to implement client development strategies.
- Collaborate with the Solutions and IDC and present solutions to client when required.
- Monitor competitor performance and provide recommended actions to the leadership team.
- Actively promote Hays service by offering to engage the client at every opportunity.
- Identify areas for continuous improvement in the service we provide.
Deliver an efficient and compliant process:
- If required ensure team are working with internal teams to ensure effective end to end recruitment process as per client requirements.
- Ensure team are managing all client placement requirements including on-boarding, time sheets, aftercare and disputes effectively.
- Undertake regular business planning to analyse the teams strengths, growth opportunities and threats to the business.
- Ensure compliance to service agreements, contracts and bespoke client requirements.
- Ensure all candidates are compliant and in line with critical processes and client compliance requirements by working with our dedicated compliance team and onsite compliance coordinator to ensure 100% audits in line with both internal and external audit standards.
- Review findings from compliance audit report and provide recommendations in relation to compliance improvements.
- Ensure adherence to Hays policies, procedures, recruitment methodology and service delivery standards.
- Ensure adherence to all current legislative requirements, IR35 and AWR by example.
- Work continuously to uphold and improve the quality of service provided to both internal and external customers.
- Engage, direct and support employees to contribute to the effectiveness of quality management including risk and issue management.
Optimise Systems and Business Intelligence:
- Record and report on activity and performance at regular management meetings ensuring that all SLA and key performance indicator (KPI) targets are met as per the client account contract.
- Contribute to the content and coordination of reports by investigating, collating and analysing data.
- Ensure all client reporting requirements are met in line with SLA's.
- Record and document all activity and expenditure on a weekly and monthly basis to ensure we are invoicing our clients accurately.
- Review and approve validation reports for all placements.
- Report regularly to senior management on sales, financial and operational performance of team, where relevant.
- Be the owner and champion of all recruitment technology systems for the relevant team.
- Demonstrate a commitment to own data integrity, maintaining a high standard of knowledge and user expertise.
- Conduct regular data integrity reviews on recruitment technology systems for the team, initiating any corrective action and escalate issues to senior management where appropriate.
- Develop and maintain a team commitment to the effective use of recruitment technology systems as a primary client development, candidate generation and client and candidate management tool.
- Ensure all employees are trained on recruitment technologies and can demonstrate an understanding of the importance to their success.
- Support the rollout and usage of any recruitment technology system if required.
Manage and develop your teams:
- Develop and maintain a high-performance culture aligned with the Hays values.
- Lead by example.
- Demonstrate support of corporate initiatives.
- Ensure the workplace is professional and productive, free of discrimination, harassment and bullying and provides equal opportunities for all employees.
- Ensure all employees always act in a professional manner.
- Effectively source and recommend new staff for employment.
- Induct, train and coach all new employees utilising all available training resources.
- Manage individual and team performance effectively by clearly communicating expectations, regularly monitoring business plans and KPIs, conducting performance appraisals and rewarding and recognising employees.
- Conduct regular desk reviews with team members, identifying areas for development and providing necessary coaching to address any issues.
- Provide regular performance feedback and coaching.
- Conduct regular team meetings.
- Retain and engage talent through effective development and succession plans (where required).
Knowledge & Skills
Whilst ability, motivation and attitude are most important, it would be a distinct advantage to have:
- Proven experience of managing operational and service reviews effectively.
- Able to manage stakeholder relationships effectively.
- Professional presentation skills and effective communication skills.
- Strong persuasion and influencing skills.
- Issue resolution and problem-solving skills.
- Is able to identify and manage risk.
- Participation in sales/pitches.
- A strong understanding of contract governance.
- Project management experience.
- Understands forecast/planning and attraction strategies.
- Budgeting & forecasting experience and able to understand profit and loss, how to manage debt and WIP.
- Effective and compliant use of technology and systems provided.
- Able to interpret data to understand and drive performance.
- Pro-active and able to motivate others.
- Experience of managing, coaching and motivating effective teams.
- Takes accountability & responsibility.
- Assertive.
- Self-efficacy and spirit.
- Adaptability, agility, responsiveness and objectivity.
