Associate Manager Operations

This position is no longer open.

Job Number: 576

External Description:

Key activities:

Service Delivery

Ensure optimum staffing levels to service account effectively and profitably.
Ensure the delivery of the overall solution meets budget and time goals.
Management of account performance to ensure KPI’s and SLA’s are exceeded.
Ensure all team members are meeting internal RSR SLA’s, direct corrective action, as needed.
Responsible for meeting customer, external consultant and supplier satisfaction targets.
Escalation management of external consultant issues, ensure timely resolution, direct corrective action as needed.
SLA management, service and performance review with client (QBR’s).
Evolve and upsell new solutions and add-ons to the service.
Develop and refine client processes and procedures, identify areas for improvement and implement solutions needed to streamline work-flow and increase operating efficiency.

Leadership

Provide direction and guidance to the Delivery team and ensure their knowledge, capability, training and support relevant to the tasks expected of them.
Establish metrics and expected performance levels of all team members and provide feedback and coaching where appropriate. Set goals to help prioritize resources.
Ensure the team has access to the right tools at the right time, informing team of company updates.
Coach and mentor team to meet service level(s) required. Provide recognition for positive results.
Work to ensure a cohesive and highly motivated team environment with responsibility for effective knowledge share and skill transfer. Conduct direct report meetings to promote team work.
Monitor work and evaluate results to ensure organizational objectives are met.
Provide training where necessary on the appropriate skills and techniques. Coordinate the training delivered to new team members on project specific tasks and systems.
Identify and select effective staff to meet service delivery commitments.
Provide induction, performance management, development, reward and succession planning.

Stakeholder Relationship Management

Lead and manage day to day client relationships and manage client expectation.
Develop strong client relationships, communicate client requirements to the internal operations and business, provide innovative solutions to solve client needs.
Engage proactively with the client to understand needs and drivers to ensure appropriate resourcing strategies are aligned and put in place and forecasting is achieved.
Build effective business relationships with the supplier base.
Ensure that stakeholder satisfaction surveys are sent out and the results are reported accurately.
Escalation point for any daily operational issues.

Other

Audit and verify accuracy of all invoices and billing accruals, as needed.
Familiar with contract schedules & contractual terms and have the ability to execute against them.
Manage and/or participate in periodic ad-hoc projects and perform other duties as required by AstraZeneca.
Responsible for feeding back account progress and business development opportunities to RSR Management.

Qualifications:

Experience:

A minimum of 5 years’ experience of working in the recruitment industry in a delivery capacity and a minimum of at least 1 year as a Delivery Manager of a sizeable project in both contract and permanent recruitment
Documented and solid experience of managing and motivating teams.
Experience of working in an on-site environment is a distinct advantage
Experience of having used Fieldglass as a vendor management application is a distinct advantage.
Proven ability to liaise with all levels of management, especially Director level.
Proven ability to develop and deliver business plans and recruitment strategies.
Experience in researching complex issues and developing recommended actions.

Job Number: 576

Community / Marketing Title: Associate Manager Operations