Operations Director, Client Services

OVERVIEW OF THE POSITION

The Operations Director (OD) leads operational excellence in Client Services delivery, drives profitable programs (or program support), and fosters increased value in the assigned account portfolio and/or projects. The OD contributes to the ongoing strategic plan at both the account portfolio, as well as program management level (e.g. shared services integration, new program implementation, commercial partnership). The OD acts as a consultant, developing strong internal/external Client partnerships at a senior level in order to gain an executive understanding of the total workforce solutions need. Works under limited direction.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS

(for each duty and function listed indicate % of time):

• Ensure maximum Client satisfaction working in conjunction with Client Services and program leadership to meet or exceed all contracted SLA, KPI and performance metrics 20%
• With the support of leadership, own the translation of vision, strategies, and concepts into operational and actionable plans 10%
• Lead (by example), coach and develop all program management and assigned Client Services account resources 10%
• Responsible for team selection and staff turnover 10%
• Serve as the senior management escalation point on all program related issues as warranted 10%
• Maintain fundamental understanding of Client business drivers that relate to workforce solutions 10%
• Establish, develop and proactively maintain senior level executive relationships within assigned programs and expand existing Client program sponsor relationships directly or via assigned Client Services team 5%
• Perform site visits, as applicable, and promote/support proactive Client and Supplier communication through strategic business reviews, surveys, and other developed platforms 5%
• Lead the continued refinement of Supplier management strategies as needed 5%
• Work cross-functionally within the extended Client Service Operat