As the Program Operations Manager, you will be part of a dynamic Program Management Office team assigned to a specific Guidant Global MSP client. You will be empowered to deliver on the flawless execution of the day-to-day operations in conjunction with the Client Sponsor and with the support of a dedicated Service Delivery team and Shared Back-Office Services team. We are looking for an experienced MSP Professional with incredibly high integrity, an inquisitive mind and a passion for operational and customer service excellence.
In this position, you will ultimately be responsible for the following:
PROGRAM MANAGEMENT > your top priority will be ensuring successful delivery of the ongoing program requirements including, but not limited to:
- Day-to-Day Operations – work closely with the Service Delivery and back-office teams to ensure that day-to-day client requirements are being met; ensure SLA/KPI compliance is met at all levels;
- Supplier/Vendor Management – actively manage the supply base to ensure appropriate job category coverage, response timing and candidate quality; ongoing supplier rationalization and optimization;
- Billing, Reporting & Analytics – ensure accurate and timely billing, reporting and ongoing analysis (includes both scheduled and ad hoc requests); prepare weekly and monthly status reports on program activity and issues.
- Project Management – overall responsibility for management and implementation of program/project modifications and enhancements;
- Continuous Improvement – use experience, data and analytics to drive improvements in program process, utilization and satisfaction;
- Escalation Management – proactively identify and successfully manage through day-to-day issues that impact program performance and client satisfaction levels;
CLIENT MANAGEMENT
- Client Relationship & Satisfaction Management – develop and maintain exceptional business relationships with key client stakeholders and hiring managers;
- General Thought Leadership – be viewed as the subject matter expert to the client; provide ongoing training and education for HR, Procurement & Client Hiring Managers.
PROGRAM TEAM MANAGEMENT & DEVELOPMENT > a world class team is core to the success of any program; you will play a significant role in the overall Service Delivery team management including day-to-day tasks, communication, goal-setting and career development.
- Personnel management - day-to-day responsibilities, team dynamics, annual goals, performance management, career development, mentorship, etc.;
- Communication – delivery of relevant corporate, client and team communications;
- Issue Resolution – ongoing management and resolution of any program/team/people issues.
Individuals that will likely thrive in this role are those that have program and project management experience in Human Resources, Procurement or related functional areas. In order to succeed, individuals will need to be highly competent leaders who take initiative, yet are adaptable in dynamic environments, are able to routinely provide operational/tactical thinking and are very comfortable delegating work to both direct and indirect reports (and ultimately holding them accountable for the finished work product).
Required Skills
Knowledge of:
- Staffing Industry, Managed Service Provider (MSP) , Vendor Management Systems (VMS) , Procurement, Human Resources (HR)
- Legal and compliance issues
- Service level agreements and key performance indicators relevant for MSP business performance
- MS Excel and MS PowerPoint
- Human capital concepts
- Effective communication, presentation, time management, organization, and planning techniques
- Effective team leadership and development techniques
Ability to:
- Demonstrate excellent communication
- Build positive team spirit
- Mentor and develop internal team members and external staffing partners
- Problem solve and present conceptual information to all levels of internal and external management
- Initiate, recommend, or provide solutions through designated channels
- Build and execute project plans
- Manage data collection and reports for regular and ad hoc reporting needs
Other:
- Passion for excellence
- Stress tolerance
- High level of attention to detail
- Proactive approach to leading a team
- Urgency and speed of response
- High level of dedication and accountability
Required Experience
General Understanding of:
- Human Resources
- Procurement
- Contracts
- MSP / Human Capital / Staffing
REQUIRED EDUCATION:
Minimum of 5 years of experience as part of a Managed Service Programs or Staffing management