Client Service Manager - Technology Talent Acquisition Delivery Business - Investment Banking Sector

Client Service Manager - Talent Acquisition (Technology) with Leading Investment Bank

Purpose of this Job :

- To take ownership for the recruitment delivery, relationship management of a specific business function within a client ensuring all quality thresholds and KPIs are met, client satisfaction targets are achieved, and value is generated for Flexability by AMS.

- The role holder is aligned to a specific client / business function within a client and is responsible for their team's achievement of recruitment delivery targets and KPI's, (both quantitative and qualitative) whilst successfully achieving the agreed budget.

- The CSM is responsible for building strong relationships with key client contacts, drives client satisfaction and best practice.

Key Accountabilities :

Client Relationship :

- Develop and maintain pro-active and constructive relationships with clients by demonstrating an understanding of the business, the requirements and set expectations accordingly

- Manage senior stakeholders in fast-moving, complex and difficult client environments enhancing Flexability by AMS, reputation within the business acting in an advisory capacity

- Partner senior client stakeholders to define resourcing strategies and plans that meet medium to long term client objectives and enable Flexability to plan ahead

Planning and Strategy :

- Develop accurate hiring forecasts for the Business Unit(s) (BUs) supported and share with relevant Flexability individuals

- Develop an effective sourcing and talent community strategy to meet the BU needs, working with the Sourcing Channel Consultant (if present on the account)

- Deploy effective recruitment delivery and attraction strategies, using relevant sourcing channels to reduce time to hire and increase account profitability

Communication and Delivery :

- Build effective communication channels between the client hiring managers and the account team strengthening the relationship between Flexability and the client

- Understand Flexability people are a key market differentiator and genuinely committed to the development of direct reports and the team customer satisfaction are always priorities

- Manage a team of recruiters to achieve delivery targets and contractual SLAs by providing objectives, direction and continual feedback on progress

Data and Governance :

- Ensure data accuracy and review and analyse data to drive team performance

- Drive down non-compliance for assigned BU(s), increasing account revenue and profitability

Account Management and P&L :

- Work with the senior manager to define the type and level of resources required to effectively achieve delivery and profitability targets

- Accurate financial forecasting and a deep understanding of the team productivity to enable resource management

- Manage scope creep and escalate accordingly to the senior manager / head of the account

- Lead and manage the on-site teams, driving the team to ensure that productivity, account profitability and

- Deliver continuous improvement projects and client specific projects

- Identify areas of process improvement, service enhancement and opportunities to increase the scope of the service and communicate these appropriately to relevant parties. Support and / or manage the implementation of changes

- Responsible for spotting business development opportunities and engaging with the Senior Manager / Head of Client Services

- Hold sound knowledge of recruitment model options and design in order to promote the benefits of an outsourced solution to the client

- Custodian of the client's Employee Value Proposition (EVP) ensuring the entire team are able to convey the proposition in a compelling way enhancing the clients brand presence in the market

- Keep abreast of market intelligence and industry trends (e.g. new technology, recruitment metrics, legislative changes) and use this insight to develop resourcing plans

- Act as a Trusted Advisor to clients and team on resourcing related matters.

- Achieve targeted year-on-year improvement in Client NPS

Job Specification :

- Experience of presenting to and solving issues for senior clients (e.g. HR Leaders, Heads of Business) and gaining their agreement to a course of action

- Ability to liaise with and influence all levels of management to agree a change of direction or new process

- Experience of developing and delivering recruitment strategies and processes to improve outcomes (e.g. decreased time to hire, increased quality of hire)

- Expert in behavioral / competency-based interviewing (both face-to-face and via the telephone)

- Experience in the use of recruitment technology and recruitment databases

- Track record of managing complex, high-profile recruitment projects and multiple campaigns

- Experience of people management and development