Director of Client Services

Client Services Director

Hays Recruitment - Enterprise Solutions

Dublin

Your Role

Accountable for all aspects of internal and external delivery of contracted services in a portfolio of client contracts: all operational delivery, full account level P&L responsibility, contracted SLA adherence, service improvement, and continued service evolution. You will oversee a seamless transition between implementation and service delivery ensuring the Hays Global Change Methodology is followed, and the Hays service is appropriately embedded in our customer’s business. As a member of the local Management board, you are responsible for helping to steer the wider business towards our strategic goals.

Reporting to

Manager Director

Key Deliverables

We will equip you with the tools and training to help you thrive and to:

Build lasting relationships:

• Accountable for stakeholder engagement as per account plans and facilitation of introductions for new sales opportunities - core stakeholders; client sponsor, procurement director, HR director, C level (CIO/CPO/CFO).
• 2nd line/final escalation for client, resolving all disputes in a timely and efficient manner.
• Develop strong relationships with client senior HR, procurement and other key stakeholders as well as all internal stakeholders.
• Engage and provide insight and expertise to senior key stakeholders.
• Lead the way to ensure Hays is represented in a professional manner in all dealings with candidates and clients.

Develop and evolve your account / portfolio:

• Responsible for identification of sales opportunities (spotting business or when clients come with an opportunity) to maximize revenue and profit through current business or introduction of new products.
• Involvement with regional directors, sales, bids and finance teams in scoping and promoting new and expanded business opportunities.
• Accountability for account plan for in scope client(s) (Enterprise Solutions and/or Hays Specialist Recruitment).
• Accountable for financial management including P&L, forecasting, headcount, contract maintenance and cost base to deliver/exceed budgeted fees/profit.
• Accountable for delivery of continuous improvement and innovation to the client.

Deliver an efficient and compliant process:

• Accountable for overall delivery of service to all in scope clients.
• Formal client management - quarterly and annual meetings with core stakeholders to ensure SLA and contract commitments are delivered/exceeded.
• Accountable for ensuring that all negotiation with third party partners are conducted professionally and for mutual benefit of Hays, our clients, and our partners.
• Negotiation with client on contractual terms (CCNs).
• Full accountability of the client facing team to deliver the contracted service.
• Ensure the client management team adheres to Hays recruitment methodology and all relevant policies, procedures and service delivery standards.
• Ensure client management team is complying to contracts, service agreements and all current legislative requirements.
• Conduct service reviews regularly and follow up client feedback, identifying areas for improvement and initiating remedial action as required.
• Accountable for all compliance matters and implement recommendations for improvement based on client needs.

Optimise Systems and Business Intelligence:

• Drive the use of each technology system demonstrating a commitment to ensuring optimum usage and data integrity.
• Champion the use of technology systems to enhance operational efficiencies and continually improve our business operations, to maximize the level of service to our customers.
• Conduct data integrity reviews on technology systems as required to ensure quality of data is maintained.
• Clearly communicate system integrity expectations to all employees.
• Ensure all managers are committed to and are effectively driving usage and data integrity across their teams.
• Maintain own knowledge of recruitment technology systems demonstrating a high standard of user expertise.

Manage and develop your teams:

• Direct and indirect management of teams to deliver the contracted service.
• Management of direct reports, PDP's, development, training and coaching.
• Develop succession planning in line with current and future business needs.
• Career planning for all account teams to ensure consistent and ready talent pipeline.
• Responsible for developing consistent and appropriate communication channels.
• Lead and shape a high-performance culture aligned with the client and Hays' values.
• Build effective working relationships with all internal stakeholders across regions and globally.
• Ensure all employees always act in a professional manner.

Competencies & Behaviours

• Business acumen
• Building customer relationships
• Personal communication
• Showing professionalism
• Leading others
• Setting goals
• Motivating others
• Achieving plans

Knowledge & Skills

Whilst ability, motivation and attitude are most important, it would be a distinct advantage to have:

• Excellent relationship management and strategic networking skills.
• Strong influencing and negotiation skills.
• Strong problem solving and escalation management skills.
• Able to present with impact and to facilitate workshops effectively.
• Thought leadership on recruitment specific recruitment strategies for example E,D&I, EVP.
• Able to effectively manage change.
• Proven experience in organisational decision making and strategy.
• Forecasting, budgeting and planning experience.
• Able to recognise and manage risk.
• Design and lead business improvements.
• Ensures effective use of technology and systems.
• Drives focus on data accuracy, security and integrity.
• Able to interpret data to understand and drive performance.
• Strong leadership behaviours, leading from the front and by example.
• Coaching and mentoring skills.
• Able to inspire others.
• Tenacity skills.
• Emotional intelligence.
• Self-efficacy and spirit.
• Adaptability, agility, responsiveness and objectivity.

What you’ll get in return – The Hays Benefits

Believing that personal growth leads to professional progression, you will feel heard, valued, and assured that we care about your wellbeing, in an inclusive environment where you can be your authentic self. This will enable you to reach your full potential, broadening your ability to make a positive impact leading to your own personal success.

• Access to team leadership training for you to evolve your career.
• Innovative tools and technology to enable you to make an extraordinary impact.
• Generous leave entitlements to take advantage of parental leave, volunteering days, lifestyle, and flex leave.
• Celebrate success: Culture built on rewarding success with the opportunity to influence your earning potential with uncapped commission in addition to base salary.
• Global career opportunities - make your mark locally or explore international opportunities with Hays.
• Thrive in a workplace where diversity is celebrated, and everyone feels welcome.
• Wellbeing rewards: Benefit from health, leisure, and lifestyle partnership discounts
• Employee Resource Groups and Working Groups for you to connect and collaborate with like-minded colleagues.

What to do now

If you are ready to take your recruitment career to the next level and work with a company that values performance, integrity, and collaboration, apply today!

The future is what you make it at Hays – and you’re in the driving seat. Your energy and dedication will be rewarded in a culture built on celebrating success.

As a committed Disability Confident employer, if you’re thinking of a new tomorrow for your career, whatever your background, let’s work together to create it!