Account director

Job Number: 3086

External Description:

As a RPO Operations Manager you will develop recruiting operations necessary to meet the client’s
current and forecasted staffing needs. You will monitor and assist account staff in a matrix based
environment to ensure the client’s staffing requirements are met and develop and maintain a positive
working relationship with the client.

As a partnership leader you will develop and implement strategies to continue to capture market
share. You will be responsible for meeting the goals and objectives within an account portfolio which
includes being accountable for meeting established budget goals, SLAs and KPIs.
The RPO Operations Manager must be detailed oriented with a concern for quality expressed by
continually initiating system and process improvements, while having a strategic mindset and provide
superior consulting, leadership, management, interpersonal and mentoring skills

General Duties:

Account Portfolio
● Recognize team’s overall influence to the account P&L and manage expenses responsibly
● Active participation in forecasting and budgeting process
● Active participation in the business review process internally and externally
● Manage any aging issues with client bill collections
● Audit and verify accuracy of all invoices, billing accruals, and client reporting
● Familiar with contract schedules & contractual terms and have the ability to execute against
them

Client Relationship Management
● Develop strong client relationship and partner to provide innovative solutions to solve client
needs and long term business strategy
● Develop and refine client processes and procedures, identify areas for improvement and
implement solutions needed to streamline work-flow and increase operating efficiency

Compliance Management
● Monitor assigned accounts to ensure compliance with EEO/OFCCP or other comparable
regulatory processes impacting recruitment pertinent to the requisitions supported
● Ensure assigned accounts are meeting diversity goals when applicable
● Monitor account activities to ensure compliance with contractual agreements

SLA Management
● Ensure all team members are meeting internal RSR SLAs
● Responsible for meeting customer and candidate satisfaction targets
● Compile data and produce presentable reports for SLA review
● Coordinate, as needed, with Reporting Team to make any changes or improvements to
reports
● Responsible for performing root cause analysis if/when SLAs are not being met and provide
creative process improvement recommendations needed for correction.

Monitoring of Staff
● Coach and mentor team and provide assistance as needed to reach goals
● Assess/survey quality of work delivered by team based on established performance
measures and specific client feedback
● Provide the Talent Manager with a summary regarding the quality of work provided by all
resources to ensure there is an accurate perception of work completed
● Collaborate with Talent Manager to create action plans for individuals needing improvement to
reach client satisfaction targets
● Follow established metrics, goals and expected performance levels for all team members
within assigned account portfolio and identify areas of improvement, provide feedback and
coaching when appropriate
● Recommend training where necessary to develop skills and techniques
● Coordinate the training to be delivered to new team members on account specific tasks and
systems

Additional Duties
● Set specific account guidelines and policies as required
● Ensure adherence to corporate guidelines and policies
● Ensure team members conform to client and RSR processes and quality procedures as
defined
● Manage &/or participate in periodic ad-hoc projects as required by Director, Client Delivery
● Perform other duties as directed by Director, Client Delivery

Job Number: 3086

Community / Marketing Title: Account director