Outsourcing Service Manager
Reporting to the Operations Manager the primary function of the Outsourcing Service Manager is to manage the day-to-day operations and service requirements for designated Outsourced client locations.
Acting as the interface between clients and Adecco Workforce Solutions you will ensure maximum client satisfaction by meeting all contractual SLA's and Service delivery KPI's associated with the Project Services Agreement. This role will develop and extend the account business portfolio ensuring that client expectations are met, and necessary service requirements are in place to increase the Outsourced Opportunities on site.
Adecco Workforce Solutions offer Outsourcing services in Warehouse and Production environments and as such you should have experience in these settings.
The Outsourcing Service Manager takes responsibility for the results of customer satisfaction programmes within your account, putting agreed action plans in place where necessary.
You will operate as part of a dedicated Outsourcing Management team, working in close collaboration with the Operations Manager, Outsourcing Sector Specialist, and Industrial Outsourcing Director to provide the highest level of service. You will be required to lead the key activities in relation to daily task management, KPI attainment, people management, cross training, and efficient use of labour to suit the changing business needs.
Key responsibilities include, but are not limited to:
Ensure maximum utilisation of staff at your dedicated client site by managing key performance indicators, including, service delivery, resourcing / recruitment; cost management; hours usage
Ensure resources are allocated on your client site to meet Project Services expectations whilst supporting the payroll and invoicing process
Assist in the qualification of new job roles whilst assessing the opportunity to utilise existing labour in similar roles to maximise value to the customer.
Manage weekly reporting / tracking in relation to absence, sickness, holidays, and overtime
Assist the Operations Manager / Industrial Outsourcing Director to deliver account business plans for clients in line with specific client objectives
Candidate sourcing /resourcing /campaign management
Management of monthly data to support required MI
Implement prescribed measurement systems to ensure that performance against KPIs is tracked effectively on Adecco business systems and that informed action may be taken to continuously improve business performance
Set up, maintain, and build relationships with the key client contacts/decision makers at all levels, and to ensure regular communication with all key Adecco departments and client management
Manage dedicated members of the delivery team, including the identification of training needs; planning and monitoring training activities; and detailed coaching of colleagues
Constantly look at ways to improve performance on account in line with company goals and make recommendations to Operations Manager
Manage through delivery teams the recruitment of temporaries and/or permanent staff which meets the needs of our clients
Provide benchmarking information to our clients with regard local salaries and temporary wage rates
Act as point of referral for escalation of client issues
Manage and reduce ongoing cost of service delivery to clients through the effective analysis of client needs; planning and delivering operations,
Ensure regular service reviews are performed with the client to discuss operational performance to contractual SLA's.
Accountable for service delivery to Employed Consultants including disciplinaries, grievances
Researching and understanding the local recruitment market and competitor activity
Regular appraisals to Employed Consultants
Contribute positively to account DSO performance by ensuring correct and timely information is transmitted at a local level
Ensure client invoicing is undertaken in accordance with contract terms and timescales
Monitor hours usage to ensure the timely invoice of monthly billing and overtime
Ensure that the business is managing all contracts in a compliant manner, managing, and controlling audit and quality processes of both Adecco and the client
Ensure maximum candidate satisfaction
To ensure adherence by all direct reports to the company policies and procedures and that administration is completed in accordance with these procedures
To be responsible for ensuring adherence to all Company health and safety policies, guidelines, and legislation.
To carry out such other reasonable duties as are required by your line manager or the senior management team
Essential Skills / Experience
We will require you to have experience of:
Warehouse / Industrial and On-site environments
Lean / Process Efficiency
Previous Service Management experience preferred
An understanding of the Outsourced industrial landscape
Strong relationship and influencing skills
Excellent service and business development skills
Providing detailed Performance and MI data to customers
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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