Manpower Group Client Delivery Manager in Dover, Delaware
Location: Dover, DE
Are you an experienced business development leader? Are you looking for an opportunity to grow a Client and work with leaders in the industry? Are you a heavy hitter, ready to drive operations and lead a team? If this is you, then we want to learn more about you!
ManpowerGroup is searching for a Client Delivery Manager to do all of this! We are seeking high caliber talent to manage and build a profitable operation at the Client site.
The Client Delivery Manager creates strong consultative client relationships that result in long-term client satisfaction and high retention rates. The Client Delivery Manager is assigned to the largest and/or most complicated client sites. This role is the face of Manpower's service team to the client, and is the ultimate owner of service delivery for their assigned accounts. The Client Delivery Manager works with multiples levels within a client organization to manage and coordinate service delivery. The Client Delivery Manager oversees a team of dedicated delivery personnel and is also responsible for performing activities as well. Clearly understand client expectations, terms and conditions and ensures service delivery is aligned with client guidelines and is responsible for issue resolution, escalating when appropriate.
Responsible for regularly working with the Sales Executives, Talent Acquisition Specialists, Client Talent Placement Specialists, Branch Managers, Staffing Specialists to ensure alignment between client demands, available candidate inventory and service delivery execution. Actively solicit and receive orders from the client on existing contracts. This role also is responsible for generating sales leads from existing clients through an established cadence of client contact, and works with the Sales Executive to transition the sales lead to them for further pursuit. The Client Delivery Manager responsible for executing client retention and satisfaction programs to ensure visibility into net promoter score and overall health of the relationship.
Manage a Client Dedicated Delivery team, which may include multiple roles (Client Delivery Specialists and Client Delivery Professionals), multiple sites, and/or multiple clients. Responsibilities include hire, coach, develop, corrective action, and termination.
Partner in the determination and then coordinate work allocation amongst dedicated delivery team, field offices, and program team. Ensure cohesiveness and seamless service to client.
Create and execute site strategy designed with client program leadership team regarding client satisfaction, growth, profitability, and continuous improvement.
Monitor and tracks client compliance requirements and dashboards to ensure we are meeting client service level agreements and requirements.
Manage and drive service level agreement requirements (SLA's / KPI's) and other determined Manpower or Client criteria.
Build strong relationships and trust with local client hiring managers / end users through continuous interaction and service mentality. Drive client satisfaction and retention.
Seek sales leads / potential growth opportunities and forward to Sales Executives.
Build and maintain solid relationships and communication with local Manpower offices and Client Program team to ensure clarity of responsibilities and seamless / coordinated execution of service delivery to client
Work directly with Client to forecast upcoming labor needs and gather immediate labor needs. Translate client communicated needs to required Client Candidate Pool requirements to Talent Acquisition and/or Field offices.
Perform / execute specific service delivery steps as required.
Timely response/first point of contact for all associate inquiries/issues; finds the appropriate resources to assist associates and communicates resolutions or findings to appropriate parties. Ensure compliance with Manpower policy and federal and state laws (i.e. Worker's Compensation, Unemployment, and Employment Law).
Responsible for associate performance management (feedback, coaching, discipline, termination, retention and engagement) and documents in the appropriate system. Partners with appropriate internal departments to address and resolve issues.
Establish and manage associate development, engagement and retention programs utilizing various resources to drive performance and recognition.
4 years of account management experience
2 years of experience in a supervisory or leadership role
ManpowerGroup is an EOE/AA/Vets/Disabled Employer