Gallop Research - Talent Acquisition Role

Talent Acquisition

Position: RPO - Client Service Manager

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.

- 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 - 30% | Planning & Strategy - 10% | Communication & Delivery - 20% | Data & Governance - 30% | Account Management and P/L - 10%

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, 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 to plan ahead.

Planning and Strategy:

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

- Understand people are a key market differentiator and genuinely committed to the development of direct reports and the team.

- Customer satisfactions 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 analyze 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 and legislative changes) and use this insight to develop resourcing plans.

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

Output:

Account Management:

- Accountable for clearly communicating Strategic Account Vision and Plan to team. Ensure they understand the account's commercial model, and their role in helping achieve its strategic priorities and KPI targets.

- Ensure compliance with all assigned training and up skilling for direct reports.

- Coach and develop direct reports.

- Coach and develop direct reports or dotted line reports through ongoing one to-one performance and development conversations.

- <20% voluntary attrition.

- X% retention of HIPOs within account.

- Achieve year on year improvement on agreed metrics

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

- Operations, Compliance and Finance

- Profitability targets met (budgeted contribution and margin); any variances anticipated and signalled; costs fully managed (within control).

- INR. 0, liabilities for failed SLAs/ KPIs.

- Achieve targeted year-on-year improvement in Candidate NPS.

- Accountable for ensuring 100% compliance with all relevant legislation.

- Accountable for ensuring 100% data integrity and reporting accuracy for all required ATS and CRM/manual tracker data fields, as outlined in the account operations manual.

Knowledge, Skills and Experience:

- 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 behavioural / 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