Head of Client Services

Location: Can be based in London, Manchester or Birmingham, but travel is to be expected across these three locations

Adecco drives the acquisition of permanent talent and manages contingent and project workforce on behalf of an organisation. We ensure a superior candidate experience and maximise employer brand. We provide efficiency, flexibility, and scalability. We manage and optimise supplier partnerships and leverage the best workforce technologies. We manage risk and give full visibility of an organization’s talent.

SUMMARY:

• Responsible for management of day-to-day service and operational delivery into a portfolio of client accounts that exceed £50 million sales per annum in line with formal SLAs and Pontoon’s strategy.
• Responsible for ensuring that account performance is in accordance with agreed budgets, P&L delivery, and strategic objectives.
• Responsible for client relationship management, account growth, development of product lines, new sales, cross selling and up selling and driving new business opportunities into the account portfolio.
• Responsible for people management of Pontoon on-site teams.
• Day-to-day escalation point for all client/ account queries.
• Responsible for driving continuous improvement activities to ensure the service remains ‘best in class’.

Key responsibilities of the Head of Client Services will include, but are not limited to, the following:

People

• Day-to-day line management, coaching and development of the Pontoon on-site delivery teams ensuring that all service levels and performance metrics are met across all recruitment channels.
• Ensuring operational relationships at all levels are managed and maintained by the on-site delivery teams.

Product

• Accountable for all aspects of operational service across the portfolio.
• Ensuring that client relationships are effective and support the portfolio and individual account objectives including growth.
• Managing key client sponsor relationships within Procurement, HR and the businesses.
• Raising the profile of Pontoon within the client community through visible, proactive stakeholder engagement and ensuring that the number and level of client contacts is appropriate to support delivery of the account plan. 
• Management of account wide change and issues log (for each individual account)
• Development and presentation of monthly and quarterly service review MI pack to HR, procurement, and business stakeholders
• Supporting the Client Services Director in developing the overall portfolio strategy and driving innovation, recruitment best practice, cost savings and continuous improvement.
• Responsible for all portfolio & account development actions including increases in scope, additional Pontoon service lines or further Adecco Group services when Pontoon holds the key client relationship.
• Responsible for multiple delivery models into client accounts (Master Vend, MSP, PSL).

Sales

• Supporting new client sales activities through the provision of case study evidence and relevant operational and commercial experience.
• Direct the development and preparation of bid/tender documentation as required. 

P&L / Commercial

• Development and management of an account plan that supports delivery of the P&L and Pontoon’s overall business objectives and budget (for each individual account).
• Ensuring that account performance is in accordance with agreed client and Pontoon objectives, service levels and key performance indicators.
• Ensuring the balance of cost and quality is met across all forms of recruitment (permanent, contract and Employed Consultant)
• Driving convergence between all forms of recruitment to ensure the client accesses the most appropriate route to market in terms of time, quality and cost.
• Working with the clients to ensure that accurate forecast data is provided on an ongoing basis. 
• Responsible for ensuring that the strategy outlined in the account plan is effectively executed and that all business opportunities are maximised.
• Driving a cost savings strategy with all clients to show value for money.

Interfaces

• Maintaining effective internal relationships with key stakeholder groups including but not limited to peer group, ie, Head of Shared Service, Management Accountants.
• Managing key third party relationships such as the Recruitment Communications partner, Technology Partner and Strategic Suppliers from within the recruitment supply chain.

EDUCATION & JOB REQUIREMENTS:

• Outstanding relationship Management Skills – internal and external
• Strong communicator at all levels
• Flexible and entrepreneurial
• Strong Commercial Skills
• Strong Negotiation Skills
• Have the ability to thrive in both a strategic and tactical environment

KNOWLEDGE, SKILLS & ABILITIES:

• Consistently deliver the P&L to budget.
• Proven track record of managing multiple large clients simultaneously.
• Account growth.
• Proven track record in development of on-site teams, ensuring succession plan is in place.
• Attendee on Internal Leadership Development Programme.
• Involvement in 1 project outside of BAU across Pontoon.
• Proven track record in effective working capital management with key targets met or exceeded e.g. DSO, missing timesheets, unbilled etc.
• Proven track record of meeting and exceeding customer satisfaction ratings.
• Recognised as a HiPo through the Pontoon internal Talent Process (internal only).
• Have demonstrable track record of building and growing senior level relationships across a number of clients.

• Team spirit – you cannot compete with the community Adecco can provide
• 22 days of holiday, increasing one day each year until you reach the maximum of 28
• Pension – each month you’ll contribute 5% of your basic salary to your pension and we will contribute 4% for you
• Boost Benefits – exclusive platform which includes high street discounts, well being videos, recipes, exercise videos, mindfulness and money management tools and so much more
• Benefits also include dental insurance, private medical insurance, eye care vouchers, car allowance – subject to probation

We believe that understanding the hiring process helps you to prepare, and be at your best. As a global, multi brand organisation with multiple different roles, our application process can vary.

Interview Stages:

1. Interview with Kenny Howard (likely teams)

Should you need any reasonable adjustments prior to applying or during, or any questions please reach out to Kenny Howard: kenny.howard@pontoonsolutions.com

Please be ready to give references before we extend an offer.

On our career site, you will find some of the key steps you can expect to guide you along the way.

As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer.

Posting date: 28-11-2024