Client Solutions Manager

England, London, City of London
16 Feb 2018
16 Mar 2018
Edyta Amanowicz
Contract Type
Full Time

  • Be the overall owner of the Ajilon service delivery in to the specified customers.
  • To act as the day to day escalation on all matter relating to the specified customers.
  • To take responsibility of the financial performance, budget, P&L and future growth of the customer accounts.
  • To take responsibility for a proportion of the annual sales growth budget by identifying and supporting opportunities to grow current service lines & deliver additional products to existing and new customers.
  • To coordinate activity from the Service Managers, Delivery Consultants, and Talent Management team to execute a professional service to both the Employed Consultants & customers.
  • To ensure the alignment of Ajilon Business Services teams and Adecco Group shared service teams to successfully deliver and implement new services.

    Key responsibilities of the Client Solutions Manager will include, but are not limited to, the following:

    Customer Relationship Management

  • Act as the day to day escalation for customer, contractual, financial, delivery and Ajilon Employed Consultants, engaging the relevant Ajilon Senior Manager where necessary.
  • Work with the Pontoon Head of Client Services & Client Services Directors or Adecco Brand business team to identify and attend client stakeholder meetings either independently or where appropriate in partnership with the Pontoon customer account team.
  • Create the client review packs for QBR/ MBR's and attend the meetings
  • Create on-going relationship with the Managing Consultants, Platinum (senior consultants) to generate new business opportunities and stakeholder engagement.
  • Hold review meetings with the Managing Consultants and Platinum (senior consultants) to network and identify areas for growth
  • Optimise the opportunity to network with existing users / managers by spending time working on client sites.
  • Customer Account Development

  • Generate growth and expansion of the assigned accounts through stakeholder meetings at Head of Department and line manager level
  • Identify projects and opportunities to expand the service offering and to introduce additional Ajilon products and services, or those of other Adecco Group brands.
  • Take responsibility for updating the customer account plan highlighting opportunities, risks & all stakeholder engagement activity.
  • Support the Director of People Solutions and sales team with creating new solutions, responses for information and responses for proposals.
  • Operational Account Management
  • Work with the Service Manager to assess the risk of potential leavers/finishers and drive the redeployment of suitable candidates across the client base.
  • Coordinate a weekly client team meeting to discuss recruitment activity, projects, risks, headcount capturing all information in the account plan. Ensure the Account Plan is a working documents used by all members of the team for the relevant client.
  • Attend Pontoon customer account team meetings/conference calls as appropriate and maintain regular contact and positive relationships with the Pontoon Head of Client Services & Client Services Directors to ensure the spirit of partnership is maintained across both Ajilon and Pontoon.
  • Provide weekly/monthly/reporting as required by the Ajilon management team and Pontoon Client Services Director to include financial forecasts, project & workload updates, recent stakeholder engagement and opportunities and risks.
  • Flag trends and risks to the Ajilon Client Solutions Director and Pontoon Client Services Director as and when required
  • Own and maintain a customer Account plan with stakeholder org chart and meeting information for all stakeholder meetings conducted across the customer account
  • Recruitment Delivery

  • Monitor live roles, CV coverage, interview statistics to ensure that the delivery SLA's are being met for each client account, by working with the Head of Sourcing and Delivery Team Leaders. Support activity to unblock challenges with the delivery process
  • Carry out qualification calls for brand new stakeholders, where the ECM model may need to be introduced. Work with delivery to support the initial delivery process for all new stakeholders.
  • Attend monthly delivery reviews, with the Head of Sourcing, CSM, SM and delivery (end of month review)
  • Work with delivery to achieve 85% Fill Ratio (EC Only)
  • Financial Management

  • Review the P&L on a monthly basis to identify issues/trends/mistakes and flag them to the Ajilon Client Solutions Director
  • Use ECMS to ensure up to date knowledge on the weekly book value, the average margin, number of heads on site, finishers and starters and how that affects the client P&L
  • Produce the data for the monthly forecast in line with the finance forecasting schedules. Monitor the performance against the forecast and the budget and raise with the Ajilon Client Solutions Director on a weekly basis if there are risks.
  • Service Management

  • Act as the line Manager for the dedicated Service Manager to include all HR management. Monthly 1-1 and MBR in conjunction with the Ajilon management team.
  • Approve holiday and leave for the Service Manager ensuring that customer accounts are not left exposed.
  • Ensure the completion of 3 month reviews for new starters by the Service Manager, and support / attend reviews if necessary to ensure max 10% outstanding reviews at any given time
  • Ensure the completion of 6 and 12 month reviews for existing EC's to max 10% outstanding reviews at any given time. Work with business stakeholders to ensure they understand the value of these reviews and encourage their participation in reviews to support the Service Managers.

  • Customer focussed
  • Sales driven and desire to identify new opportunities
  • Excellent communication skills. (Oral and verbal)
  • High level of self-motivation
  • Hard working
  • Passionate about find solutions to complex challenges
  • Willing to travel and to have flexible working hours in order to achieve agreed objectives
  • Able to respond well to pressure and tight deadlines
  • Willing to ask for help when needed
  • Team player

  • Proven senior account management and CRM experience within a range of clients from large global organisations through to medium SME's
  • Proven sales experience and customer and senior stakeholder relationship management
  • Exposure to creating proposals, cost models, responding to RFI's and RFP's
  • Experience of presenting to clients at a senior level
  • Proven people management skills of 1 to 5 direct reports
  • Experience of working in a matrix organisation
  • Track record of delivering innovative offerings to clients
  • Experience of recruitment delivery within complex client delivery models
  • Numerate and detail conscious
  • Computer literate with outlook, excel and PowerPoint.
  • Preferred knowledge of:

  • Working with legal teams or senior management to produce T&C's for with contingent supply of SOW, fixed priced or managed services
  • Exposure to the issues associated with recruitment (IR35, definition of worker, employment relationships and status)