Program Manager

Position Summary:

The Program Manager is responsible for managing the MSP/VMS program at their designated account. They are responsible to ensure Magnit’s is an indispensable, trusted partner to the client, and are accountable for maintaining a high level of user satisfaction at all times. The Program Manager scope may be regional or global, with services that may encompass some or all of Magnit’s’ s offerings. The Program Manager must maintain quality customer service and day-to-day site operations, with a primary focus on meeting and achieving program satisfaction and financial goals.

Primary Responsibilities

A. Operational Delivery Responsibilities

• Demonstrate a comprehensive mastery of all day-to-day and strategic operational functions that are required to service the client. These may include contingent workforce staffing management, Independent Contractor Compliance, third party Payrolling, Statement of Work Management, worker onboarding and offboarding, Co-Employment Risk Mitigation, utilization reporting and analysis. Understand the details of Magnit’s’ s menu of services, operations procedures and site-specific contracts. Maintain and demonstrate knowledge of client’s industry, products, markets, competition, and financial positions. Read client product material. Ensure that on-site staff is also immersed in understanding the client’s business to this level.
• Deliver PRO’s contractual scope of services through regular interaction with the client users, staffing partners and Magnit’s colleagues.
• Maintain a current Standard Operating Procedures (SOP) manual that facilitates cross training and seamless desk coverage. Master all desk functions and perform in the absence of a ClientServices
• Consultant as needed to support the daily services to the client.
• Participate with all relevant training programs available internally for business and professional development knowledge.
• Track service levels and initiate process improvement if and when needed.
• Execute all desk procedures as defined in the contractual Scope of Work, desk SOPs and as required by PRO management.
• Coordinate coverage for self and on-site team as needed to ensure consistent, seamless delivery at all times.
• Track and monitor the job functions of off-site assigned colleagues that directly impact PRO’s levels of service delivery (Client Accounting Services, Payroll, Contractor Compliance Solutions, Human Resources, etc.).
• Partner with Director of Client Services to introduce new PRO services to client and use as a point of escalation as needed. Manage Supplier relationships by empowering them for success and ensure close communication and collaboration.
• This includes requisition fulfillment facilitation, Supplier Forums and scheduled Supplier Performance meetings.
• Conduct continuous analyses of Supplier performance via PRO’s Supplier Scorecard methodology. Facilitate issue resolution timely and strategically to achieve an outcome that is in PRO’s and our client’s best interest.
• Maintain a quarterly Best-in-Class Checklist and sign-off attesting all applicable best practices are deployed.
• Ensure operational processes leverage PRO’s systemic and program/process offerings for optimal efficiency (e.g. Wand releases and enhancements).
• Partner with PRO’s offsite functional leaders to leverage best practices and to ensure program maintains a high standard of delivery throughout.
• Ensure all team members embrace Corporate Training role-based assigned courses.
• Ensure all team members comply with annual recertification and re-training requirements, as specified.

B. Client Relationship and Account Management

• As the most senior dedicated member of the Magnit’s team, the Program Manager must establish and maintain a professional working relationship with client stakeholders of the PRO On-site program.
• Maintain a presence that adds credibility and positive perception of the PRO team and program reputation.
• Monitor account status and initiate timely and pre-emptive issue resolution through interfacing with all levels of client personnel and PRO subject matter resources as needed.
• Partner closely with the Director of Client Services for support and guidance on program delivery, issue resolution or account management.
• Program Management deliverables include:
• Meet regularly with client Hiring Managers and other users of the PRO program to solicit feedback and program satisfaction
• Incorporate opportunities for program enhancement and improvements into daily operations
• Identify, develop and implement quarterly business development opportunities.
• Drive the preparation and development of Internal Account Reviews, Quarterly Business Development Plans and Account Mapping, assign responsibility to various team members accordingly.
• Participate in development of the account’s Annual Forecast and quarterly updates
• Lead the preparation and presentation of the Quality Business Reviews and partner with internal PRO colleagues to prepare
• Schedule and host manager-training sessions/meetings locally and at remote sites as needed
• Complete Departmental Profiles for all new program users by introducing PRO, understanding
• their needs and expectations, and presenting PRO as a solution

C. Management Responsibilities include

• Manage the staff in compliance with all employment laws and Magnit’s’ s Human Resources policies/procedures. This includes daily supervision, performance management, career development.
• Maintain and manage an on-site environment that is professional, best in quality and with high standards of ethics and efficiency. Respect of the client’s culture, environment, facilities, policies and employees is foremost. Manage with continuous improvement initiatives. Maintain open communication with supervisor to problem solve and to improve the levels of service
• Manage and interact with PRO’s payrolled workers at client site in accordance with all relevant labor laws and legislative practices for each jurisdiction under management.

Minimum Qualifications

• 4 Year Bachelor’s degree required
• Three years of management experience that includes supervisory responsibilities of 1-4 direct reports
• Previous management experience in business development/client management, Temporary Staffing management, and/or Human Resources.
• Ability to communicate effectively in writing, verbally, interpersonally, and in presentations. Able to interact and communicate with all levels of staff and management.
• Working knowledge of labor and employment laws.
• Process improvement experience.
• Experience with client interface, awareness of organizational culture differences.
• Strategic thinking and complex problem-solving skills.
• Experience managing a sales/operational budget of at least 2 million dollars.
• Experience with on-site operations for Fortune 500/1000 companies.
• Extensive vendor management experience across disciplines and geographic locations.
• Ability to work with confidential issues.