Role Overview:

The Manager - Client Services (Level 4) is a leadership role responsible for the operational delivery and management of Team Leaders, Recruiters, and Sources for a large, complex regional solution or multiple regional teams. This role is client facing, responsible for ensuring client success and a People Manager therefore is critical to driving the function's commercial and people strategy.

Key Purpose and Position:

- Operational Leadership: Provides operational leadership to ensure the team fulfils all contractually agreed service and quality thresholds.

- Strategic Support: Supports the Senior Manager/Client Services Director in achieving the function's commercial and people strategy.

- Trusted Partner: Acts as a trusted partner to the Client Services Leadership team and the primary point of escalation for day-to-day operational issues.

- Team Enablement: Ensures the team has the necessary tools, training, and support to attract, find, and engage great talent, delivering an authentic, engaging, and professional candidate experience.

Key Responsibilities & Accountabilities:

1. People Management:

- Talent Strategy: Executes the people strategy across the team, focusing on hiring, development, wellbeing, engagement, and retention.

- Coaching & Development: Leads, coaches, and develops direct reports (Team Leaders) with a clear focus on tangible outcomes, talent development, and career pathways.

- Performance: Conducts quarterly Talent Review Meetings, performance appraisals, and mid/end-of-year reviews.

2. Delivery Management, Performance, & Finance:

- Capacity & Budget: Responsible for scaling teams up/down to meet targets and budget. Inputs into account budget and reforecast processes.

- Performance Reporting: Accountable for accurate and timely reporting of operational performance (Native and client perspective). Conducts weekly Capacity reviews (workload, risks, challenges).

- Commercial Acumen: Ensures the team understands the account's commercial model and their role in achieving strategic priorities and KPI targets.

- Compliance & Profitability: Drives down non-compliance, increases account revenue and profitability, and ensures data integrity across ATS & CRM.

3. Excellence in Sourcing:

- Strategy Deployment: Executes and deploys the client fulfilment strategy across the portfolio.

- Tool Utilization: Works with Team Leaders to ensure tools and channel strategy support key metrics (e.g., source mix, time to shortlist) and that all sourcing and admin =teams utilize tools effectively.

- Innovation: Works with Native peers to understand best practices and opportunities for innovation.

Required Proficiency:

1. Behavioural: People Performance Management, Escalation Management, Drives Outcomes, Service Excellence, Client Centricity

2. Technical: Data Literacy

3. Other: Stakeholder Partnering, Effective Communication, Recruitment Strategy Development, Commercial Awareness (all Level 3).