About the Role

As a Manager within Client Services Operations, you will be pivotal in leading consultants supporting the daily operations of assigned client account(s) and ensuring the successful delivery of Magnit's contingent workforce programs. This role demands a strong focus on team leadership, client relationship management, and operational excellence. You will be responsible for managing and developing a team of Senior Consultants and Consultants, fostering their growth and ensuring seamless service delivery, particularly in requisition fulfillment and contractor care. Your contributions will directly impact client satisfaction, operational efficiency, and the strategic goals of the account.

Key Responsibilities

Team Management and Development

• Manage staff in compliance with employment laws and Magnit HR policies, including daily supervision, performance management, and career development.
• Ensure new staff have sufficient training, guidance, and mentorship.
• Create effective development plans for direct reports to ensure retention and productivity, while helping to foster a collaborative, high-performing environment.
• Ensure adherence to contractual obligations and maintain superior service quality through effective team management and cross-training.

Quality and Relationship Management

• Cultivate strong relationships by engaging in operational meetings with key contacts, proactively seeking feedback, and understanding the evolving needs.
• Ensure exceptional service delivery across contingent workforce management, independent contractor compliance, payrolling, statement of work management, worker lifecycle processes (on/offboarding), and co-employment risk mitigation.
• Address and resolve inquiries and concerns from Client Services leaders promoting effective communication and high satisfaction levels.
• Partner with the Account Management team to understand priorities and expectations that best support the client.
• Contribute to account strategy as needed through participation in Internal Account Reviews and the development of Quarterly Business Development Plans, as well as supporting the annual forecast and monitoring team performance against it.
• Maintain quality client service and day-to-day operations, focusing on meeting KPIs/SLAs.

Operational Excellence and Improvement

• Ensure adherence to contractual obligations and maintain superior service quality through process optimization.
• Implement new processes or enhance current processes to improve efficiencies.
• Leverage internal best practices by building relationships with Magnit colleagues supporting other clients to identify and implement process improvements.
• Drive continuous improvement by conducting a thorough analysis of performance data and department metrics.
• Collaborate with the site director to lead and support department-wide initiatives.
• Consult and collaborate with cross-functional teams to ensure a seamless end-to-end process.

What You Will Need

• Bachelor’s degree
• 10+ years experience in client services, staffing/MSP space, HR/recruitment, or related areas with 3+ years in a people management role, Stakeholder Management, SLA Service Delivery, Quality improvement initiatives preferred
• Expertise in vendor management systems (VMS), contingent labor lifecycle, requisition fulfillment, onboarding, and supplier management. 
• Experience working with US markets; familiarity with compliance requirements in this region is a plus
• Experience evaluating and improving process management
• Proficiency in MS Excel preferred.
• Service & detail oriented. Strategic thinking and complex problem-solving skills