Onsite Manager

Your new role…

We currently have an opportunity for a dynamic, customer service orientated manager to oversee operational delivery as well as the next stage of development on this prestigious account, taking accountability for our future strategic objectives. Working as part of a collaborative and engaged team, you will take a key role in achieving client and candidate satisfaction, whilst leading and supporting your team’s progression and development.

As an Onsite Team Manager you will manage a team of Onsite Planning Executives, ensuring that all fulfilment and administrative tasks associated with our contractual obligations are completed to the required standard. You will engage closely with the wider Operations and Account Management teams to share information and actions to ensure that customer requirements are delivered.

What you’ll be doing

Team Management

• Resource planning and assisting with the recruitment of new co-members joining the team
• Maintain team focus on target achievement via daily team huddles
• Approval of team rotas to ensure suitable coverage during all hours of operation
• Performance management, conducting regular 121s/objective setting with direct reports and providing coaching as required
• Progression planning, developing the team in line with strategic business objectives to future proof for growth

Delivering Service Excellence

• Possess a comprehensive understanding of all team processes and systems, ensuring the team are aware of their responsibilities and are working compliantly
• Undertaking audits and spot checks to ensure processes are being facilitated correctly
• Ensuring the team are meeting all obligations in relation to Service Level Agreements, Key Performance Indicators and both worker and customer satisfaction levels for all aspects of the contract under their control
• Producing management information and reporting as required
• Develop a culture of continuous improvement in relation to performance, systems and processes within the team
• Change management, delivering agreed changes and ensuring team members are communicated to and trained in a timely and effective manner
• Work closely with the wider team to share best practise and innovate

Stakeholder Management

• Building and maintaining relationships with customer stakeholders
• Supporting the team to address and resolve all escalations in an expedient, effective manner
• Work closely with our Account Management team to identify opportunities for commercial growth and new revenue streams
• Undertake review of feedback from NPS and Evaluation of Service surveys to identify areas for improvement. Create and deliver associated action plans

Who we’re looking for

Our ideal candidate will have experience of working within high volume recruitment and ideally would have had previous responsibility for the management and development of teams (not essential). You will be passionate about delivering first class customer service and be able to demonstrate effective leadership skills with the ability to coach and develop your team and drive the right behaviours to build a high performance culture.

Experience and attributes required:

• Recruitment experience ideally gained from either an Onsite Delivery Model/MSP/RPO/Staffbank
• People management, training and development
• Effective management and prioritisation of workload
• Delivery of exceptional service that meets customer SLAs and deadlines
• Commercial awareness
• Relationship management of both internal and external stakeholders at all levels
• Achievement of customer and worker satisfaction targets
• Accountability for team outputs and delivering to performance objectives

Overall, you will have a keen eye for detail, a confident and professional manner, the ability to work to deadlines and excellent communication skills. You will encourage the same behaviours in your team and be able to identify high performers while supporting and coaching team members who require assistance.