Client Services Director

about randstad enterprise

As the leading global talent solutions provider, Randstad Enterprise enables companies to create sustainable business value and agility by keeping people at the heart of their organizations. Part of Randstad N.V., we combine unmatched talent data and market insights with smart technologies and deep people expertise. Our integrated talent solutions — delivered by Randstad Advisory, Randstad Sourceright and Randstad RiseSmart — help companies build skilled and agile workforces that move their businesses forward.

Randstad Enterprise supports some of the world's most renowned brands to build their talent acquisition and management models that not only meet their business needs today but also in the future. We offer solutions in Europe, Middle East and Africa (EMEA) region, Asia Pacific (APAC) region as well as in North America (NAM) region. This results in a digital way of working and requires a proactive mind-set.

• Our solutions know no limits, we have proven experience delivering market-leading MSP, RPO, Total Talent, and Services Procurement Solutions including technology, talent marketing, talent intelligence, and workforce consulting services.
• We create the best talent experience, from attraction to onboarding and onto ongoing career development, we understand the human and digital touchpoints that compel talent to join and stay with a company.
• We know where the talent of tomorrow is, how they behave, what they are looking for, and how to build their loyalty toward a specific company employer brand.
• We push the boundaries of our industry to be able to see around the corner for our clients, continually investing in innovation to stay ahead in our market.

about team

Our team is a group of talented and dedicated professionals who are passionate about our work and committed to delivering exceptional results. We are a global group that values collaboration, open communication, and a supportive work environment. Our team is responsible for Full Life Cycle Recruiting and Recruiting Operations for partnering with a global  fortune-500 client, , and we take pride in the important role we play in achieving the goals of our client's business. We are a diverse group with a range of skills and backgrounds, and we believe that our differences make us stronger.

We are committed to fostering a culture of learning and growth, and we encourage each other to take on new challenges and develop our skills. We believe in working hard and having fun, and we enjoy celebrating our successes together as a team.

As a Director, Client Delivery you will have operational and financial responsibility for client engagements and partnerships through the strategic application of Company and client resources. You will develop and implement business plans, processes, strategy, and skills to improve service delivery and engagement success. As a consultative partnership leader you will seek and pursue opportunities to advance the scope of services offered.

You will be the primary owner of the budget, forecast and P&L management for your assigned account and you will foster strategic alliances, business partnerships, and relationships with key clients.

The Director, Client Delivery will support the Manager, Talent Delivery as needed to monitor account staff in a matrix based environment to ensure the client’s staffing requirements are met.

General Duties:

Account Portfolio

• Ensure client service delivery is cost effective and has an infrastructure in place to support both internal and external customers.
• Promotes positive relationships and strong partnerships for the benefit of the organization.
• Proactive insight to identify opportunities to create efficiencies, add value and expand support provided.
• Responsible for overall P&L including forecasts.
• Responsible for ensuring all accounts meet SLAs and customer satisfaction targets.
• Develop content and lead presentations for business and partnership reviews both internally and externally.
• Keep up to date on new/innovative methodologies needed to support Client.
• Implement programs to ensure attainment of the business plan for growth and profit.
• Validate that all contract schedules are signed updated & maintained in contract centralized location.
• Familiar with contract schedules & contractual terms with the ability to execute against them.
• Assure that assigned areas of responsibilities are performed within contract targets to achieve revenues and control expenditures.
• Ensure services are billed and collected within contract terms.
• Responsible for overall account compliance to EEO & Diversity standards.

Staff Development

• Coach and mentor direct reports in their development and provide mentorship to assist with reaching their goals to ensure staff retention.
• Establish metrics, goals and expected performance levels for overall team productivity and provide feedback and coaching to direct reports where appropriate.
• Provide training where necessary on the appropriate skills and techniques; Participate in HR regular training initiatives to gain understanding & capability to manage first level HR support / Employee Relations issues covering: performance management, time and attendance, policy interpretation, etc.
• Effectively manage and document performance and disciplinary actions as needed.

Additional Duties:

• Set specific account guidelines and policies as required.
• Ensure adherence to corporate guidelines and policies
• Ensure team members conform to client and RSR processes and quality procedures as defined
• Define, manage, and lead special projects necessary to enhance our service offering to existing and anticipated clients.
• Perform other duties as directed by Vice President, Client Services

Position Requirements:

Basic qualifications include:

• Bachelor's Degree in Business Management, or related field or 8-10 + years of equivalent work experience required; in lieu of Bachelors degree, high school diploma or equivalent required
• 5 - 7+ years of related business, recruiting operations and operational leadership and demonstrated successes within a complex organization
• 3+ years of experience managing and directing coordinators and specialists within a client service role

Preferred qualifications include:

• MBA preferred in related field
• PHR, SPHR, PMI or similar disciplines preferred
• Experience managing a P&L, including forecasting
• Six Sigma
• Ability to manage multiple teams or a single complex team; escalate conflicting priorities; influence team members and business leaders to successfully execute
• Ability to negotiate agreements and/or reach consensus with all levels and positions within the organization
• Superior consulting, leadership, management, interpersonal and mentoring skills
• Detail oriented with a concern for quality expressed continually. initiating system and process improvements
• Management skills based on several years of experience preferably in a matrix based environment