Talent Acquisition Client Experience Associate Manager
1 zi în urmă

Job Description

What are your responsibilities?

  • Empowered resource who commits the Client Service Team / Service Delivery Team to work - agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope;
  • Assign team resources to work communicating allocated budget, schedule, macro approach and deliverables;
  • Empowered to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with the appropriate quality;
  • Manage resources to achieve these assignments;
  • Track and create / provide team status using standard templates and actively participate in appropriate internal and external status meetings;
  • Maintain the team’s portion of the work plan and / or annual plan (e.g. resource assignment changes, schedule changes, completion status, etc.);
  • Approve team member time sheets, identify the source of any variances, and drive plans to correct variances;
  • Identify and manage issues and risks and act as an escalation point within the team;
  • Work with other delivery managers and project managers to ensure the Client Service Team / Service Delivery Team understands their accountabilities for delivery and how to work across the teams as needed;
  • For BPO, facilitate effective Management Operating System ensuring timely reviews of process outcomes (3X3’s, KPI’s, SLA’s) and improvement / change initiatives;
  • Process Compliance / Consistency, Quality, and Continuous Improvement;
  • Schedule, assign, and track deliverable signoffs for deliverables owned by the team, and validate the participation of appropriate contributors to each deliverable;
  • Validate appropriate contributors have participated in the creation / review of each team deliverable according to standard methods and / or processes;
  • Ensure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely manner;
  • Serve as a Peer or Process Reviewer as appropriate and participate in Quality assessments as needed;
  • Identify continuous improvement and productivity improvement opportunities maximize reuse, minimize redundancy, streamline, drive one-to-many approach, etc.;
  • Participate in the creation of team deliverables as appropriate;
  • Serve as process expert / coach for the team’s deliverables;
  • Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s / Service Delivery Team’s process and / or project requirements and deliverables;
  • Monitor and analyze client and customer satisfaction through available escalation / complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements;
  • Identify and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements;
  • May leverage benchmarking to identify leading practices, measure service performance against appropriate external standards and facilitate sharing of best practices;
  • May analyze and manage performance of third party vendors / contractors or departments to delivery service / process requirements and when required identify and facilitate performance improvement;
  • May facilitate monitoring of service / process related technologies and when required identify areas for improvement;
  • May facilitate monitoring of service related processes and policies, identify areas for performance improvements, and coordinate implementation;
  • Manage team mix to the standard pyramid for type of Client Service Team / Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime, etc.
  • and escalate issues when required according to established practices;
  • Manage staffing assignments and role changes;
  • Support recruiting and interviewing potential new team members;
  • Balance workloads and skill sets across clients to support one-to-many delivery;
  • Manage and develop team competency coverage through cross-training, leadership development and succession planning;
  • Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies;
  • Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.);
  • Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources.
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    Are you the right fit for the job?

  • Around 7 years of relevant work experience;
  • Minimum 5 years supervisory experience in recruitment environment;
  • Experience in working with recruiting systems, plus relevant recruitment knowledge;
  • Team Management;
  • Cost Management;
  • Communications Management;
  • Operational Excellence;
  • Operations Management;
  • Project Management;
  • Resource Management;
  • Accenture Delivery Methods;
  • Accenture Delivery Tools;
  • Service Level Agreement (SLA) Management;
  • Problem Solving and Escalation Management;
  • Peer Reviews;
  • Continuous Improvement;
  • Service Performance Management and Metrics;
  • Estimation and Planning;
  • Client Relationship Management;
  • People Enablement;
  • Customer Interaction Handling;
  • Personalized outreach to candidates;
  • Market Intelligence.
  • What’s in it for you?

  • Work alongside a team of specialists and access custom trainings that help improve your professional skills;
  • Currently with COVID-19, perform your work remotely;
  • Be part of a team with strong sense of togetherness and work in a relaxed environment where whatever the problem might be, there is always a solution for it;
  • Access to a global network of knowledge and resources;
  • Continuous learning and exposure to a disruptive business and new challenges;
  • An attractive benefits package including meal tickets, life insurance, private medical services, private pension account, gym & library subscription and other.
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