- Hybrid - Boise, IdahoWe are hiring for a Director of Client Services to drive high-level leadership for the service delivery of HRIS solutions for our service center. The Director will be tasked to drive the Service delivery strategy and its execution and be accountable for performance, retention and customer satisfaction while reviewing expansion opportunities to ensure scalability and business continuity.
- The Director is charged with achieving high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables and ensuring key operational performance metrics are met.
- Determines service organizational structure and development needs for their client segments. Creates workforce forecasting and plans to ensure staffing for the client service function, appropriate training plan and career - path development for our evolving business needs.
- Provide necessary leadership to enhance and improve client relationships through a high performing team of service personnel who are charged with "owning the relationships" of our clients. Manage cross functional team support and develop strong business relationships throughout the organization.
- Work within and recommend new performance metrics, definition, and process to measure key performance indicators. Ability to set the vision and culture for continuous process and quality improvement within the service center. Reports on metrics and action plans to entire team and senior management.
- Work with other service directors in Schaumburg and other centers to maintain consistent service model designs and processes and to drive change and improvement agendas across the service function.
- The Director may handle service delivery escalations that require senior management intervention to remedy any service failures.
- Ensure all internal audit and compliance requirements are met. Oversee leaders that serve as point people for internal audit and compliance requests.
- Make recommendations and contribute to the design and implementation of new product functionality and additional service offerings.
- Lead, coach, motivate, and develop management staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
- Communicates to their client services teams to ensure employee understanding and engagement. Presents, along with management team, new policies, and initiatives to team.
- Improve client loyalty as measured through NPS surveys and client retention.
- Prepares and reports on location's annual budget (headcount plan, productivity goals and capital expenditures). Manage expenses to the established budget/plan.
- Ability to travel to remote service centers.
- Minimum 5 years senior leadership experience with emphasis on customer service (ideally in a payroll service bureau environment).
- Bachelor's degree required.
- Proven leadership competencies running service centers, call centers, or other similar client experience operation.
- Proven experience leading through significant growth.
- Experience driving cross-functional process improvement initiatives.
- Experience with process design and roll-out in a B2B environment that keeps the client experience at the forefront of the decision making and implementation process.
- Broad and deep knowledge of Payroll/HRIS/Time and Attendance.
- Strong judgment with the proven ability to balance growth, retention and profitability business goals against operational constraints and risk.
- Ability to build strong and effective relationships which introduce win-win solutions across departments and with clients.
- Ability to demonstrate leadership style, supported by clear understandable strategies with a strong focus on results.
- Demonstrated success as a strong and influential negotiator.
- Demonstrated ability implementing scalable business processes during periods of high growth.
- Proven ability to drive decisions and actions among diverse groups to achieve goals.
- Excellent verbal/written communication skills.
- Highly complex problem-solving ability.
- Ability to work effectively within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction and retention.
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Director, Client Services - Boise, United States - Juno Search Partners
Description
Juno Search Partners is a certified women-founded and women-led talent solutions firm with extensive experience in the placement of accounting, administrative, finance, human resources, legal, marketing, operations, and technology candidates nationwide.
The Director, Client Services will share leadership responsibilities for our client center with other directors and be accountable for 5-8 client teams (with 4-6 managers and 2-4 team leads per team) and over 150 employees supporting approximately 25% of our clients across the US (with majority of clients based in Mountain and Pacific time zones).
This company has grown revenue by more than 25% each year over the past 3 years and plans to continue this growth rate.
Therefore, we are looking for a leader who can create scalability for our service delivery model, is agile, able to strategically implement process improvements and change strategies, identify expansion opportunities, and maintain client satisfaction and loyalty through a growth mode.
This position will be measured by retention, profitability, and customer satisfaction.Responsibilities
The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Juno Search Partners is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state or local law.
The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
It's expected that all of our employees are aware of this policy and that they create an environment that's sensitive and respectful to all individuals.
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