Head of Client Services

Salary Not Specified

Adecco, City of Westminster

Full time
Permanent
Onsite working

Posted 2 weeks ago, 18 Dec | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 68027fe458524911898278491d60b1fc

Full Job Description

Responsible for management of day-to-day service and operational delivery into a portfolio of client accounts that exceed £50 million sales per annum in line with formal SLAs and Pontoon's strategy.
Responsible for ensuring that account performance is in accordance with agreed budgets, P&L delivery, and strategic objectives.
Responsible for client relationship management, account growth, development of product lines, new sales, cross selling and up selling and driving new business opportunities into the account portfolio.
Responsible for people management of Pontoon on-site teams.
Day-to-day escalation point for all client/ account queries.
Responsible for driving continuous improvement activities to ensure the service remains 'best in class'.
Day-to-day line management, coaching and development of the Pontoon on-site delivery teams ensuring that all service levels and performance metrics are met across all recruitment channels.
Ensuring operational relationships at all levels are managed and maintained by the on-site delivery teams.
Accountable for all aspects of operational service across the portfolio.
Ensuring that client relationships are effective and support the portfolio and individual account objectives including growth.
Managing key client sponsor relationships within Procurement, HR and the businesses.
Raising the profile of Pontoon within the client community through visible, proactive stakeholder engagement and ensuring that the number and level of client contacts is appropriate to support delivery of the account plan.
Management of account wide change and issues log (for each individual account)
Development and presentation of monthly and quarterly service review MI pack to HR, procurement, and business stakeholders
Supporting the Client Services Director in developing the overall portfolio strategy and driving innovation, recruitment best practice, cost savings and continuous improvement.
Responsible for all portfolio & account development actions including increases in scope, additional Pontoon service lines or further Adecco Group services when Pontoon holds the key client relationship.
Responsible for multiple delivery models into client accounts (Master Vend, MSP, PSL).
Supporting new client sales activities through the provision of case study evidence and relevant operational and commercial experience.
Direct the development and preparation of bid/tender documentation as required.
Development and management of an account plan that supports delivery of the P&L and Pontoon's overall business objectives and budget (for each individual account).
Ensuring that account performance is in accordance with agreed client and Pontoon objectives, service levels and key performance indicators.
Ensuring the balance of cost and quality is met across all forms of recruitment (permanent, contract and Employed Consultant)
Driving convergence between all forms of recruitment to ensure the client accesses the most appropriate route to market in terms of time, quality and cost.
Working with the clients to ensure that accurate forecast data is provided on an ongoing basis.
Responsible for ensuring that the strategy outlined in the account plan is effectively executed and that all business opportunities are maximised.
Driving a cost savings strategy with all clients to show value for money.
Maintaining effective internal relationships with key stakeholder groups including but not limited to peer group, ie, Head of Shared Service, Management Accountants.
Managing key third party relationships such as the Recruitment Communications partner, Technology Partner and Strategic Suppliers from within the recruitment supply chain.

Outstanding relationship Management Skills - internal and external
Strong communicator at all levels
Flexible and entrepreneurial
Strong Commercial Skills
Strong Negotiation Skills
Have the ability to thrive in both a strategic and tactical environment
Consistently deliver the P&L to budget.
Proven track record of managing multiple large clients simultaneously.
Account growth.
Proven track record in development of on-site teams, ensuring succession plan is in place.
Attendee on Internal Leadership Development Programme.
Involvement in 1 project outside of BAU across Pontoon.
Proven track record in effective working capital management with key targets met or exceeded e.g. DSO, missing timesheets, unbilled etc.
Proven track record of meeting and exceeding customer satisfaction ratings.
Recognised as a HiPo through the Pontoon internal Talent Process (internal only).
Have demonstrable track record of building and growing senior level relationships across a number of clients.

As one of the world's largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer., Our team is making a difference in people's working lives and leading society into a future driven by human potential and inclusion. We're disrupting and transforming norms - looking beyond resumes and connecting people with opportunities to truly get ahead. As the world's leading workforce solutions company, we are offering flexible placement, permanent placement, outsourcing and managed services across all sectors. At Adecco, we believe in the potential of people. We deliver the right talent capabilities at the right time, enabling flexibility and agility for clients. Help us deliver on our purpose to transform the world of work through people who love what they do.

Team spirit - you cannot compete with the community Adecco can provide
22 days of holiday, increasing one day each year until you reach the maximum of 28
Pension - each month you'll contribute 5% of your basic salary to your pension and we will contribute 4% for you
Boost Benefits - exclusive platform which includes high street discounts, well being videos, recipes, exercise videos, mindfulness and money management tools and so much more
Benefits also include dental insurance, private medical insurance, eye care vouchers, car allowance - subject to probation
Collaborate with purpose, connecting authentically to achieve remarkable goals together.
Embrace change, taking bold initiatives with tenacity to drive extraordinary results.
Focus on customers, creating strong partnerships and understanding their evolving needs.
Fuel your curiosity, embrace continuous learning, and grow professionally with us.
Join a dynamic team that navigates change fearlessly, turning challenges into opportunities.

Head of Client Services

Full Job Description

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