Senior Program Manager

SUMMARY OF RESPONSIBILITIES
At the direction of the Managing Director/Operations Director, the Senior Program Manager leads client services team members and manages program deliverables across assigned clients and sites. The Senior Program Manager implements account plans and operational strategies to achieve all service level metrics, maintains budget accountability/profitability, and maintains proactive communication with established clients to ensure successful commercial development and account retention. Fosters client and key partner relationships to gain a solid understanding of the total workforce solutions need and serve as a valued consultant to the client.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (for each duty and function listed indicates % of time to total 100%)

Establishes and maintains a proactive, positive working relationship with client end users and program sponsors through regularly scheduled communication, reporting and site visits 5%

Primary escalation point for key account issues 5%

Provide strategic supplier support and engagement 5%

Lead performance management for Client Services Professionals/Coordinators 5%

Translate organizational strategy and team performance goals into actionable objectives, tasks, timelines and monitor performance 5%

Meets or exceeds all contracted SLA, KPI and performance metrics 5%

Identifies and communicates process improvement opportunities for AgileOne as well as the client sponsors 5%

Manages the execution of all stages of requisition activity using proprietary or partner VMS solutions 5%

Ensure all employment legislation processes and policies are being followed correctly and advice is taken onboard, acting as the administrative lead for all process documentation and policies 5%

Manage in collaboration with account leadership, proactive client and supplier communication through strategic business reviews and other developed platforms (e.g. dashboard delivery) 5%

Partner with key cross-functional support teams in order to assure optimal account performance (e.g. business development, implementation, legal, etc.) 5%

Performance management, career development, coaching and mentorship of assigned client services resources 5%

P&L management for accounts within portfolio, ensuring profitability goals are met 5%

Provides consultative support to end users and fosters relationships at the senior and operational management level to gain a solid understanding of the total workforce solution need 5%

Provides input and continuous review of program procedural changes and updates to suppliers/partners 5%

Manages supplier assessment efforts and updates as needed and where appropriate 5%

Other duties and special projects as assigned 20%

TASKS MAY INCLUDE (THOUGH ARE NOT LIMITED TO)
DAILY

Pull engagement reports for all new contingent worker starts

Document exceptions to client’s rules/policies

Document items on issues log for weekly review with manager

Project meetings, process improvement, issue resolution, communications of updates

Relationship development with managers and suppliers (catch-up meetings, water-cooler conversations)

Best practices to continue streamlining processes and produce cost savings (decrease/eliminate manual tracking/process log)

Meeting with client stakeholders and end users

Create ad-hoc reporting as needed - involve Shared Services / Power BI as needed

Practicing good communication etiquette (emails, VMs, Texts, meetings etc.)

WEEKLY

Meet with team to discuss challenges and document action items

Client AP Meeting (if needed)

Review invoice delivery

Review program metrics (HC, Spend, etc.)

Adjustments to BST

Requisition meeting with Client Services Professionals (SLAs, req volume, headcount, aging, etc.)

Hosting supplier conference call to discuss program issues /what's going well

Training Hiring Managers

Training Suppliers

Stakeholder reporting meetings to discuss headcount, system audits, req volume, open req etc.

Verify assignment management of CSPs (ending assignments, extensions approvals, replacements/backfills etc.)

Review special bill TBDs and updates

MONTHLY

Supplier set up audit

Run active engagement report, document spend vs # of assignments, discuss with CSPs and client

Cost saving workbook preparation - and discussion with client

SLAs workbook preparation - and discussion with client

Review team call meeting minute and update action log

Review SLAs and audit processes/internal performance metrics

Review VMS release notes during team meetings

Review system update requests for estimated time of activation

Billing Report

System Admin Configuration audit (job titles, supplier usage, surveys, etc.)

Audit VMS for data integrity (rate card, MU, bill rate compliance)

Extension/tenure management and report - review reporting before sending to client

Meet with AgileOne departments for issue resolution (GSS, SC, etc.)

Account Plan review

Monthly CS report

P&L review with team

Training/workshop attendance

QUARTERLY

Review supplier performance (Score carding activity)

Create preferred supplier list based on performance metrics/ share strategy w client

Hold Supplier meetings to discuss program details

Review and updated SOP

Review and update Config Summary

QBR preparation

Program executive newsletters (Safety, etc.)

Governance council, meeting

Team one on ones

Client meetings

Review career roadmaps/performance with team

Review Account Plan with manager

ANNUAL

Client and Supplier quality surveys

Team member roadmaps

Audits

Update client/supplier/temps user guides

Supplier optimization

Supplier rationalization

Connect Conference

Account Plan review - in depth

Budget creation

All-Star certification / SharePoint Documentation Compliance

MBOs calculation

KEY ROLE DIFFERENTIATORS

Proactive account plan maintenance and execution

Translation of account plans into actionable objectives, tasks, timelines

Drive account level SLA and performance metrics - daily/weekly/monthly accountability - contract and initiatives

Senior and mid management engagement, On-site client engagement

Leadership of Client Services team

Establishment of client management trust.

Exceed profitability Goals

Training and Development Keys

Project Management/Coordination skills

Leadership development

SUPERVISORY RESPONSIBILITIES/# OF STAFF
Directly supervises AgileOne Program Managers, Client Services Professionals, and support staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION REQUIREMENT
Bachelor’s degree (B. A.) or equivalent combination of education, experience and training.

DEMONSTRATED EXPERIENCE REQUIREMENT
Minimum of 7 years supervisory/management experience in the workforce solutions space or closely related industry. Demonstrated experience in operational and financial functions such as profit and loss. Experience with on-site/corporate operations and/or remote workforce solutions management. Extensive knowledge of labor and employment laws. Prior client consultative experience required. Prior demonstrated expertise with VMS tools and data delivery – minimum of 5 years.

LANGUAGE/COMMUNICATION SKILLS (written & verbal)
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to present information effectively and to respond to questions from groups of managers, clients, customers, and the general public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS
Working knowledge of computers including Windows environments, email, and the internet. Proficiency with MS Office applications including Excel, Word, PowerPoint, Outlook, Project and Visio. Ability to quickly learn proprietary technology. Working knowledge of major VMS technologies in the market

OTHER SKILLS REQUIREMENTS
Program management experience essential

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS
CCWP certification preferred

MARGINAL FUNCTIONS

Scheduling meetings 10%

Escorting clients/staff to/from office 0-5%

Booking travel arrangements 0-5%

Presenting business reviews and other information to client and internal leadership 20%

Recruit and hire staff 10%

Train staff 20%

Other job-related duties as assigned 30%

WORK ENVIRONMENT / PHYSICAL OR MENTAL ABILITIES
The demands described here are representative of those that must be met by the employee to successfully perform the essential functions of the job with or without a reasonable accommodation.

MENTAL DEMANDS

Problem solving 20%

Working with interruptions 10%

Analytical skills 20%

Creativity 10%

Organization 20%

Communications – written 10%

Communications – verbal 10%

PHYSICAL DEMANDS

Stand: 20%

Sit: 20%

Squat: 0%

Walk: 15%

Bend: 5%

Repetitive Motion: 30%

Climb: 0%

Twist: 0%

Operate Equipment: 0~

Air and other public transportation Business Travel: 10%

Driving: TBD

Lifting (lbs): 10-20 lbs in case of travel

Percentage of time Low Lifting: 5%

Percentage of time High Lifting: 0%

Carrying (lbs): 10-20 lbs in case of travel

Percentage of time Carrying: 5-20%

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