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At the direction of the Managing Director/Operations Director, the Senior Program Manager leads client services team members and manages program deliverables across assigned clients and sites. The Senior Program Manager implements account plans and operational strategies to achieve all service level metrics, maintains budget accountability/profitability, and maintains proactive communication with established clients to ensure successful commercial development and account retention. Fosters client and key partner relationships to gain a solid understanding of the total workforce solutions need and serve as a valued consultant to the client.

DEMONSTRATED EXPERIENCE REQUIREMENT: Minimum of 7 years supervisory/management experience in the workforce solutions space or closely related industry. Demonstrated experience in operational and financial functions such as profit and loss. Experience with on-site/corporate operations and/or remote workforce solutions management. Extensive knowledge of labor and employment laws. Prior client consultative experience required. Prior demonstrated expertise with VMS tools and data delivery – minimum of 5 years.

LANGUAGE/COMMUNICATION SKILLS (written & verbal):  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedural manuals.  Ability to present information effectively and respond to questions from managers, clients, customers, and the general public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS: Working knowledge of computers, including Windows environments, email, and the internet.  Proficiency with MS Office applications including Excel, Word, PowerPoint, Outlook, Project, and Visio.  Ability to quickly learn proprietary technology. Working knowledge of major VMS technologies in the market

OTHER SKILLS REQUIREMENTS: Program management experience essential

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS: CCWP certification preferred

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (for each duty and function listed indicate % of time to total 100%):

???              Establishes and maintains a proactive, positive working relationship with client end users and program sponsors through regularly scheduled communication, reporting and site visits.  5%

???              Primary escalation points for key account issues.  5%

???              Provide strategic supplier support and engagement.  5%

???              Lead performance management for Client Services Professionals/Coordinators.  5%

???              Translate organizational strategy and team performance goals into actionable objectives, tasks, and timelines and monitor performance.  5%

???              Meets or exceeds all contracted SLA, KPI and performance metrics.  5%

???              Identifies and communicates process improvement opportunities for us as well as the client sponsors.  5%

???              Manages the execution of all stages of requisition activity using proprietary or partner VMS solutions.  5%

???              Ensure all employment legislation processes and policies are being followed correctly and advice is taken onboard, acting as the admnistrative lead for all process documentation and policies.  5%

???              Manage in collaboration with account leadership, proactive client and supplier communication through strategic business reviews and other developed platforms (e.g. dashboard delivery).  5%

???              Partner with key cross-functional support teams in order to assure optimal account performance (e.g. business development, implementation, legal, etc).  5%

???              Performance management, career development, coaching and mentorship of assigned client services resources.  5%

???              P&L management for accounts within portfolio, ensuring profitability goals are met.  5%

???              Provides consultative support to end users and fosters relationships at the senior and operational management level to gain a solid understanding of the total workforce solution need.  5%

???              Provides input and continuous review of program procedural changes and updates to suppliers/partners.  5%

???              Manages supplier assessment efforts and updates as needed and where appropriate.  5%

???              Other duties and special projects as assigned.20%

TASKS MAY INCLUDE THOUGH ARE NOT LIMITED TO:

DAILY

o             Pull engagement reports for all new contingent worker starts

o             Document exceptions to client’s rules/policies

o             Document items on issues log for weekly review with manager

o             Project meetings, process improvement, issue resolution, communications of updates

o             Relationship development with managers and suppliers (catch-up meetings, water-cooler conversations)

o             Best practices to continue streamlining processes and produce cost savings (decrease/eliminate manual tracking/process log)

o             Meeting with client stakeholders and end users

o             Create ad-hoc reporting as needed - involve Shared Services / Power BI as needed

o             Practicing good communication etiquette (emails, VMs, Texts, meetings etc.)

WEEKLY

o             Meet with team to discuss challenges and document action items (12 team members)

o             Client AP Meeting (if needed)

o             Review invoice delivery

o             Review program metrics (HC, Spend, etc.)

o             Adjustments to BST

o             Requisition meeting with Client Services Professionals (SLAs, req volume, headcount, aging, etc.)

o             Hosting supplier conference call to discuss program issues /what's going well

o             Training Hiring Managers

o             Training Suppliers

o             Stakeholder reporting meetings to discuss headcount, system audits, req volume, open req etc.

o             Verify assignment management of CSPs (ending assignments, extensions approvals, replacements/backfills etc.)

o             Review special bill TBDs and updates

MONTHLY

o             Supplier set up audit

o             Run active engagement report, document spend vs # of assignments, discuss with CSPs and client

o             Cost saving workbook preparation - and discussion with client

o             SLAs workbook preparation - and discussion with client

o             Review team call meeting minute and update action log

o             Review SLAs and audit processes/internal performance metrics

o             Review VMS release notes during team meetings

o             Review system update requests for estimated time of activation

o             Billing Report

o             System Admin Configuration audit (job titles, supplier usage, surveys, etc.)

o             Audit VMS for data integrity (rate card, MU, bill rate compliance)

o             Extension/tenure management and report - review reporting before sending to client

o             Meet with our departments for issue resolution (GSS, SC, etc.)

o             Account Plan review

o             Monthly CS report

o             P&L review with team

o             Training/workshop attendance

QUARTERLY

o             Review supplier performance (Score carding activity)

o             Create preferred supplier list based on performance metrics/ share strategy w client

o             Hold Supplier meetings to discuss program details

o             Review and updated SOP

o             Review and update Config Summary

o             QBR preparation

o             Program executive newsletters (Safety, etc.)

o             Governance council, meeting

o             Team one on ones

o             Client meetings

o             Review career roadmaps/performance with team

o             Review Account Plan with manager

ANNUAL

o             Client and Supplier quality surveys

o             Team member roadmaps

o             Audits

o             Update client/supplier/temps user guides

o             Supplier optimization

o             Supplier rationalization

o             Connect Conference

o             Account Plan review - in depth

o             Budget creation

o             All-Star certification / SharePoint Documentation Compliance

o             MBOs calculation

KEY ROLE DIFFERENTIATORS

•              Proactive account plan maintenance and execution

•              Translation of account plans into actionable objectives, tasks, timelines

•              Drive account level SLA and performance metrics - daily/weekly/monthly accountability - contract and initiatives

•              Senior and mid-management engagement, On-site client engagement

•              Leadership of Client Services team

•              Establishment of client management trust.

•              Exceed Profitability Goals

Training and Development Keys:

•              Project Management/Coordination skills

•              Leadership development

SUPERVISORY RESPONSIBILITIES/# OF STAFF:

Directly supervises our Program Managers, Client Services Professionals, and support staff.  Carries out supervisory responsibilities under the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION REQUIREMENT: Bachelor’s degree (B. A.) or equivalent combination of education, experience and training.