Operations Director, Client Services

The Operations Director (OD) leads operational excellence in Client Services delivery, drives profitable programs (or program support), and fosters increased value in the assigned account portfolio and/or projects. The OD contributes to the ongoing strategic plan at both the account portfolio, as well as program management level (e.g. shared services integration, new program implementation, commercial partnership). The OD acts as a consultant, developing strong internal/external Client partnerships at a senior level in order to gain an executive understanding of the total workforce solutions need. Works under limited direction.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (for each duty and function listed indicate % of time):

• Ensure maximum Client satisfaction working in conjunction with Client Services and program leadership to meet or exceed all contracted SLA, KPI and performance metrics 20%
• With the support of leadership, own the translation of vision, strategies, and concepts into operational and actionable plans 10%
• Lead (by example), coach and develop all program management and assigned Client Services account resources 10%
• Responsible for team selection and staff turnover 10%
• Serve as the senior management escalation point on all program related issues as warranted 10%
• Maintain fundamental understanding of Client business drivers that relate to workforce solutions 10%
• Establish, develop and proactively maintain senior level executive relationships within assigned programs and expand existing Client program sponsor relationships directly or via assigned Client Services team 5%
• Perform site visits, as applicable, and promote/support proactive Client and Supplier communication through strategic business reviews, surveys, and other developed platforms 5%
• Lead the continued refinement of Supplier management strategies as needed 5%
• Work cross-functionally within the extended Client Service Operations and Workforce Solutions team to provide program feedback and input as needed 5%
• Partner with business development and Client Services teams to develop successful account opportunities and Group Company introductions; and/or Partner with Client Services teams to develop successful account opportunities as identified. 5%
• P&L ownership for all established accounts within portfolio (or assigned groups), ensuring budgeted profitability meets or exceeds fiscal target 5%
• Other duties and special projects as assigned. TBD%

SUPERVISORY RESPONSIBILITIES/# OF STAFF:

Varies – will be required to supervise managers and subordinate staff

EDUCATION REQUIREMENT:

Bachelor’s degree (B. A.) or equivalent combination of education, experience and training.

RELATED EXPERIENCE REQUIREMENT:

Minimum of 7 years supervisory/management experience in the workforce solutions space or closely related industry. Demonstrated experience in operational and financial functions such as profit and loss. Experience with on-site/corporate operations and/or remote workforce solutions management. Extensive knowledge of labor and employment laws. Prior Client consultative experience strongly preferred.

LANGUAGE/COMMUNICATION SKILLS (written & verbal):

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to present information effectively and to respond to questions from groups of managers, Clients, customers, and the general public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS:

Working knowledge of computers including Windows environments, email, and the internet. Proficiency with MS Office applications including Excel, Word, PowerPoint, Outlook, Project and Visio. Ability to quickly learn proprietary technology.

OTHER SKILLS REQUIREMENTS:

Program/Project Management experience

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:

None required

MARGINAL FUNCTIONS (for each function listed, indicate % of time):

• Scheduling meetings 5%
• Escorting clients/staff to/from office 2.5%
• Booking travel arrangements 2.5%
• Presenting business reviews and other information to client and internal leadership 25%
• Recruit and hire staff 5%
• Train staff 20%
• TBD% Other job-related duties as assigned

WORK ENVIRONMENT: PHYSICAL OR MENTAL ABILITIES:

The demands described here are representative of those that must be met by the employee to successfully perform the essential functions of the job with or without a reasonable accommodation.

MENTAL DEMANDS (list below and indicate % of time)

• Problem solving 70%
• Working with interruptions 50%
• Analytical skills 60%
• Creativity 50%
• Organization 80%
• Communications – written 50%
• Communications – verbal 50%

PHYSICAL DEMANDS (list below and indicate % of time):

• Stand: 5-10%
• Sit: 80%
• Squat: 0%
• Walk: 15%
• Bend: 5%
• Repetitive Motion: 70 – 80%
• Climb: 0%
• Twist: 5%
• Operate Equipment: 0%
• Air and other public transportation Business Travel: 0-5%
• Driving: TBD
• Lifting (lbs): 10-20 lbs (including travel)
• Percentage of time Low Lifting: 5%
• Percentage of time High Lifting: 0%
• Carrying (lbs): 10-20 lbs
• Percentage of time Carrying: 5-20%