Service Management Partner
HAYS

Job Info

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What future do you want to create?

At Hays, we believe in being lifelong partners - to our people as well as our customers.With over 50 years of business success, we have a reputation as the world leader in specialist recruitment and workforce solutions. But joining Hays isn’t just about being part of a global business leader, it’s about making a difference in the world of work.

Equipped with the skills, solutions and technological capabilities of a true leadership partner, you’ll put our customers at the heart of everything you do. We deliver holistic workforce solutions, including RPOs and MSPs, to solve the challenges our customers face today, tomorrow and in the future.

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Our knowledge through scale, deep understanding and our ability to meaningfully innovate is what sets us apart.

To support you in providing the advice, insights and expertise our customers need to navigate a more complex world of work, we continually invest in your training and development and offer a rich variety of career opportunities across the globe.

Our culture is grounded in collaboration and inclusivity; we offer remote, hybrid and office working options and encourage our colleagues to bring their authentic self to work.

A career at Hays means working with skilled people from diverse backgrounds who are encouraged to think beyond, building partnerships across regions while united by the Hays spirit and guided by our belief to always do the right thing.

Let’s create your tomorrow

WHY JOIN HAYS?

Be part of the team

We’re driven to work hard but know when to have fun. We call it the Hays spirit. You’llexperience this motivating energy in every part of our global team, and an inclusive environment where you can be yourself.

Feel set up to thrive
We'rebelievers that personal growth leads to professional progression. Our open and accessible managers support you throughout your career, making sure you feel heard, valued and set up to succeed.

Go further in your career
Our scale and expertise mean you have access to a variety of progression opportunities. We give you firm foundations for your career, and the speed you can move forward is determined by your performance.

Work at the leading edge

Joining Hays meansjoining a business that’s going places. We’re transforming the way we do things, and shaping the future of the world of work, so if you thrive in a fast-paced environment, Hays is the place to be.

OUR VALUES

BUILD PARTNERSHIPS THINK BEYOND DO THE RIGHT THING

JOB DESCRIPTION

SERVICE MANAGEMENT PARTNER

Your Role

To plan, manage and record tasks across the 3 dimensions of Contract Governance / Continuous Improvement / Service Assurance for a portfolio of contracted services to Talent Solutions customers

Key deliverables

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

Build lasting relationships:

• Ensure the service provided meets the internal and external customer’s objectives
• Lead the way to ensure Talent Solutions is represented in a professional manner in all dealings
• Support the other accounts and SMO’s as and where necessary and share lessons learned
• Develop strong relationships with all key Talent Solutions stakeholders
• Engage and educate Talent Solutions stakeholders across multiple client accounts on talent solutions as required

Deliver an efficient and compliant process:

• Maintain an annual plan per account capturing Governance, Continuous Improvement and Service Assurance outputs for the portfolio of accounts under management
• Be responsible for the management and execution of each task against all 3 dimensions in the portfolio of services managed
• Drive management of these tasks through a tracking report to manage outputs and demonstrate delivery of tasks

GOVERNANCE:

• Creation of an annual Account by Account Operational Governance plan for every account under management
• Ensure the adherence to the Account by Account Operational Governance plan through proactive partnership with all relevant functions required to input into this
• Creation of a Governance calendar with the Talent SOLUTIONS Creative Function to ensure professional, on brand and perfectly articulated presentations are delivered to the portfolio of accounts under management
• Ensure client collateral for ABR / QBR / Monthly MI / Supplier MI / Candidate MI etc. is created and delivered in a timely manner as per the SMO Schedule for the portfolio of accounts under management
• Contribute to the content and coordination of reports by investigating, collating and analysing data
• Regularly report to Client Director / Client Services Director / Managing Director on progress of the annual plan across all 3 dimensions of the accounts under management

CONTINUOUS IMPROVEMENT

• Support the account’s Continuous Improvement strategy through a detailed quarter by quarter plan for execution of tasks and actions and support strategic thinking within accounts to drive evolution of service and innovation
• Responsible for owning the implementation of agreed Continuous Improvement initiatives
• Proactive engagement with the required personnel to ensure the adherence to and delivery of key Continuous Improvement initiatives required to be delivered
• Ensure the account teams are working with the relevant internal Hays functions (back office, ISCs, HBS etc.) to design and select the most effective end to end recruitment process as per client requirements
• Supports the team with provision of relevant market data reports and workforce analytics including staffing and performance metrics on the relevant candidate market, competitive staffing benchmark data and trend analyse
• Regularly report to Client Director / Service Delivery Director / Managing Director on progress of the annual Continuous Improvement Plan across all 3 dimensions of the accounts under management

SERVICE ASSURANCE

• Ensure all documents within the Service Assurance framework of an account are proactively monitored, service changes are maintained and documented effectively, including contractually where required, and any associated collateral is updated accordingly to ensure all working documentation on an account is an accurate reflection of the service delivered
• Documents to be monitored include the Operations Manual, Contract Monitoring Workbook, Risk Log and Issues log but this not an exhaustive list. Communicate any changes internally to the account teams, finance and International Sourcing Centres by documenting and cascading the information accordingly
• Ensure that all changes to process are interpreted correctly and are understood by the whole team and are implemented correctly.
• Support any contractual amendments through ownership of the change control (CCN) process for each account under management
• Any contracted changes are then reflected in the relevant documentation to ensure all working documentation on an account is an accurate reflection of the service delivered
• Audits requisitions and processes to ensure there is a consistent and controlled service experience and that the clients processes / Global Operating Method’s templates and toolkits are utilised
• Monitor data points to ensure data is clean and accurate dynamically.
• Regularly report to Service Assurance Director Client Director / Client Services Director / Managing Director on progress of the annual plan across all 3 dimensions of the accounts under management

Competencies & Behaviours

• Personal Communication
• Achieving Plans
• Sharing Knowledge
• Working with teams
• Showing professionalism
• Solving problems
• Display initiative
• Evaluating risk

Knowledge & Skills

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

• Demonstrated experience in end to end recruitment processes
• Knowledge of stakeholder management and how to meet KPI's & SLA's

• Excellent written and verbal skills and communicates effectively

• Demonstrates a high level of professionalism
• Demonstrates skills as a trusted advisor
• Customer service driven
• Demonstrates strong attention to detail
• Energetic and enthusiastic
• Proactive approach

• Demonstrates a positive, motivated attitude

• Team orientated
• Able to work in a fast paced and competitive environment
• Able to manage self and time effectively
• Demonstrates a sense of urgency
• Able to think on feet
• Demonstrates resilience
• Strong influencing skills

• Time management skills
• Knowledge of current legislation, depending on the activity (interim, contracting, perm, temp)
• Excel and word knowledge
• Knowledge of applicable systems
• Ensure data accuracy in all tools
• Ownership of own actions
• Adaptability, agility, reactivity & objectivity
• Proven commitment to the on-going delivery of exceptional service to customers and internal Hays stakeholders
• Demonstrated commitment to critical processes, service delivery and system integrity

What you will get:

• We offer competitive compensation.
• Hybrid/flexible schedule.
• PTO starting at 22 days, 2 floating holidays and 2 volunteer days. Our top producers have the opportunity to earn UNLIMITED PTO.
• Competitively priced medical, vision and dental plans to choose what works best for you.
• 401K with guaranteed match and fast-paced vesting schedule.
• Initial and continuous training & support from Learning & Development for your professional growth.

What you need to do now

Excited yet? If you're already itching to take the next step to achieving your career goals, apply now.

More about us

Hays is the world's leading recruitment experts. Last year we placed70,000people in permanent jobs and over240,000people in to temporary roles globally. We employ over10,800recruiting experts in 33 marketswith opportunities for growth, leadership and travel.

We're enjoy an exclusive global partnership with LinkedIn and are recognized as themost socially engaged recruitment firmwith over 2 million followers.

Hays is committed to building a thriving culture of diversity that embraces people with difference backgrounds, perspectives, and experiences. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local laws. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees

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