Director- Client Services

POSITION SUMMARY 

The Client Project Director will contribute to Korn Ferry growth and profitability goals by delivering best in class recruitment services to our client. You will be responsible for the day-to-day operational and strategic aspects of the solution and scope to include oversight and support of the customized RPO solution. The aim of the role is to ensure the quality assurance of the project delivered to our client.

KEY RESPONSIBILITIES

 Client Management 

• Gain an understanding of the client’s business & talent needs
• Build & deepen relationships with client stakeholders and maintain regular contact to ensure value is continuously being added to the client
• Develop & implement a CRM plan which positions KF as a strategic talent partner
• Manage day-to-day client interaction.  Set and manage client expectations.
• Communicate effectively with client to identify needs and evaluate alternative recruiting solutions.  Continually seek opportunities to increase customer satisfaction.
• Maintain a knowledge base of client’s business, organization and objectives.

Solution Service Management 

Project Delivery 

• Create and execute project work plans using the Project Toolkit and revises as appropriate to meet changing needs and requirements.  Ensure search requests are clearly defined to include key responsibilities, requirements, reporting structure, compensation and interview process.
• Maintain awareness of creative sourcing strategies and work closely with team to develop best approach for client.
• Effectively apply KF staffing methodology and enforce project standards.  Review deliverables prepared by team before passing to client.  Anticipate and minimize risks on project.
• Prepare and participate in project reviews with client and senior management.  Effectively communicate relevant project information to superiors.  Escalate and resolve issues in a timely fashion.
• Facilitate regular status meetings with project team and client.  Keep team informed of changes within the Company.
• Participate in project scoping and implement SOW/SLA requirements.  Identify business development and “add-on sales opportunities as they relate to the project.

Reporting 

• Ensure appropriate reporting for stakeholders, as per agreed timetable and commercial SLAs
• Analyse data and identify opportunities/trends/issues and resolve or escalate
• Ensure project documents and engagements are complete and updated timely.  

Financial Management 

• Monitor and manage solution P&L and remuneration to revenue ratio
• Manage billing reports, invoicing to the client & client payment of Korn Ferry RPO and supplier invoices

Team Management 

• Identify resources needed and assign individual responsibilities.  Define and communicate individual and team metrics.
• Management of team performance including engagement, retention and L & D
• Define and communicate individual and team metrics.
• Track record of success in leading and motivating teams of recruiters.
• Review and team hours and expenses as needed.
• Inspire team to attain goals and pursue excellence.

Revenue Growth and Profitability 

• Understands and manages program P&L cost and employment to revenue ratios and project budgets and expenditures
• Effectively manages project budgets and expenditures
• Manages client adherence to contract terms and conditions
• Prepares monthly billing documentation.
• Manage and escalate client payment process
• Revenue growth by extending service beyond existing agreement

Thought Leadership 

• Maintains understanding of best practices in recruitment & talent management
• Provides thought leadership in solution design & strategy to clients & direct reports
• Actively contributes to innovation & differentiation of KF service offerings
• Deep understanding of RPO solutions and good understanding of KF offerings

Policies and Procedures 

• Follow documented Korn Ferry systems/polices/office procedures
• When on-site follow documented client systems/policies/office procedures
• Follow necessary approval/sign-off process for leave, travel, expenses and expenditure
• Provide information for internal reporting and update systems on timely basis

People and Culture 

• Self manages own performance and accepts responsibility for own learning
• Provides and accepts feedback
• Behaviours in line with values & supports positive team environment
• Looks for opportunities to help others and contribute to broader business goals
• Attends, participates and collaborates in all relevant KF meetings, & initiatives

PROFESSIONAL EXPERIENCE / QUALIFICATIONS / SKILLS 

• Must have substantial and extensive experience in recruitment either in in-house, client on-site, or in a recruitment organisation
• Business English fluency, excellent verbal and written skills.
• Must have extensive people management experience leading large teams.
• Understands revenue and pricing models and P&L’s.
• Must be able to be client facing and consistently conduct interactions with clients in a timely, professional and responsive manner always, set and manage expectations and be able to provide recommendations and advice to client on continuous improvement opportunities. Must be able to manage clients in all aspects of the recruitment process. Able to support team in managing client relationship.
• Must be able to provide input from the brief to identify the channels and strategy to source candidates matching client requirements and to be responsible for the design and implementation of sourcing strategy for building talent pools of specific candidate profiles. Must be able to coach staff on design of effective sourcing strategy.
• Must be able to lead team on the approach styles and techniques to improve effectiveness.
• Have experience with recruiting metrics and reporting standards.
• Must be able to conduct face to face interviews with candidates including competency interview for senior level and specialist roles. Must be able to coach and guide junior staff on effective interview process and techniques.
• Must have familiarity with SLA’s/SOW as it relates to our business within KF. 
• Able to successfully manage candidate complaints/conflict due to unsuccessful outcomes or expectations. Able to provide guidance and support to junior staff on effective handling of candidates.
• Able to provide guidance and coaching to junior staff on process and techniques.
• Must be able to identify and manage potential & complex roadblocks to successful conclusion. Able to provide guidance and support to staff on handling final stages effectively.
• Must be fully conversant with SE or applicant tracking system in use, updating records and information ensuring system integrity and accuracy of client reporting and analytics. Able to design and manipulate reports for client and KF use.  Able to provide guidance and support to junior staff on the effective use of technology tools.
• Must deliver services at high level of client satisfaction, enabling clients to be used as references to support extension of existing business or new business development. Able to identify potential opportunities for new business or expansion of existing relationship and make referrals. Able to participate and present in sales setting case study of client solution.