Sr Director Client Services

About the role The Senior Client Services Director directs a large Managed Service Program within the Pontoon MSP organization in order to maximize revenue, profitability, client satisfaction and supplier satisfaction and program compliance. Develops and implements strategies and provides leadership within Pontoon MSP account management team. Analyzes/interprets results and determines actions required to maintain and develop relationships with qualified Pontoon MSP customers. Provides consultation regarding complex business issues to colleagues throughout the organization. Travel will be required. Works under limited direction. Team size will vary, typically greater than 20. Responsible for a program or programs with substantial average annual spend under management. Scope typically includes clients who are global in remit, delivering a multitude of products (ie: staff augmentation, services procurement, etc). What you’ll be doing Business KPIs Operational oversight of program, KPIs met. Management of program P&L / team performance / client stakeholder management, Adecco/TAG Walletshare. Specifically: Spend under Management / Revenue / SG&A cost / DC / EBITDA Ownership of defend & grow strategy per program, ensuring growth of portfolio via new products Target NPS score met General responsibilities Directs assigned Managed Service Program within the Pontoon MSP organization. Primary management functions for designated Pontoon MSP accounts include: Management of assigned account resources, oversight of order management and supplier program, program management results and performance & compliance management Develops and implements business plans and strategies to develop and enhance relationships within the designated Pontoon MSP client. Ensures business rules and practices are followed for all major processes within Pontoon MSP Account Management function in order to ensure standardization, consistency and compliance across programs. Accountable for recruitment, management and retention of onsite, program management and other dedicated resources assigned to the Pontoon MSP account. Responsible for effectiveness of assigned Managed Service Programs and implementation of enhancements/alternatives required to improve client satisfaction and to drive business development. Ensures account development opportunities are identified and pursued in conjunction with assigned customer. Analyzes/interprets results to identify risks and opportunities for improvement. Reviews reports on findings and determines solutions required to capitalize on untapped potential. Participates in quarterly and yearly business reviews with the designated Pontoon MSP customer. Manage a yearly budget and P&L, including ability to provide monthly commentary on the financial position giving insight into status of achieving financial targets. Taking responsibility to challenge unknown costs, deliver revenue, margin and growth vision. Provides consultation to Adecco colleagues within the Solutions and field organization, in order to solve complex Pontoon MSP account business issues. Provides recommendations regarding the service delivery strategy and organizational model for other Pontoon MSP prospects and customers. Provides consultation to Sales Vice Presidents regarding Pontoon MSP bids and proposals. Actively participates in sales presentations and negotiations with executives regarding Pontoon MSP service delivery model, with particular emphasis on service requirements, technology, pricing and SLA’s. Participates in special projects and performs other duties as assigned. About you Education and experience requirements: Americas: Bachelor’s degree in business or a related field. Master’s degree preferred. LSS Green Belt or higher preferred EMEA: Bachelor’s/Master’s degree or equivalent experience APAC: Bachelor’s Degree Experience: Ten (10) years of demonstrated progressive leadership experience within a large Managed Service Program or other related field. Expertise and experience with managed service programs, national contract sales and the contingent workforce industry. Excellent leadership, management, and written and verbal communication skills. Knowledge, skills & abilities: Skilled in communicating effectively verbally and in writing. Ability to establish and maintain effective working relationships. Ability to maintain appropriate levels of confidentiality. Ability to function effectively with or as part of a team. Ability to own the P&L within a business and to optimize opportunities in order to increase account growth. Knowledge of and the ability to demonstrate effective office practices and etiquette. Proficient with Microsoft Office products, including Word, Excel, PowerPoint, and Outlook Benefits The anticipated salary range for this position is between $120,000 and $150,000. Salary may be determined based on experience, education, geographic location, and other factors. This position participates in Pontoon’s incentive program which also includes bonus eligibility. Benefit offerings for full-time employment include medical, dental, vision, term life and AD&D insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans, and a 401k plan or a non-qualified deferred compensation plan. Available paid leave includes Personal Time Off (PTO) on an accrual basis up to 152 hours a year, 10 Paid Holidays, 1 Community Service Day, and up to 6 weeks of Paid Parental Leave. PTO and holiday hours are prorated based on hire date within the calendar year. The Company will consider for employment qualified applicants with arrest and conviction records. Equal Opportunity Employer/Veterans/Disabled The Adecco Group is proud to be an Equal Opportunity Employer. #J-18808-Ljbffr The Adecco Group