Grow your career with Adecco Group North America, the world’s leading provider of recruiting and career services.
The Manager - National Accounts Operations provides operational support to National accounts that are centrally managed within the Account Management team and may be serviced through both Specialized and Standard Delivery models. Acts as first line of contact for all field branches and customers as it relates to service & delivery of the centrally managed account, compliance, customer & associate satisfaction and reporting. Also responsible for partnering with the Account Manager to formulate strategies for program retention and sharing of best practices to ensure client growth in both sales dollars and CVA.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Works in conjunction with the client-owning Adecco Account Manager to provide best-in-class customer service to specific National accounts, which may be serviced by COM and the field branches supporting the accounts following account implementation
Maintains regular communication channels with the client-owning Adecco Account Manager to discuss both tactical and strategic activities to strengthen business relationship
Provides client-owning Adecco Account Managers with feedback, reporting data and tactical information used for the national quarterly business reviews and/or client meetings; provides adhoc reporting as necessary. Compiles all operational data for quarterly business reviews. Attends QBR’s remotely or in-person to speak to operational slides.
First point of contact with field branches & COM regarding tactical operational issues & concerns; provides timely answers and solutions surrounding operational aspects of account management and compliance; proactively monitors and oversees order fulfillment
Engages field branches through appropriate proactive communication modes regarding forecasting & recruiting needs, contract modifications, servicing & fulfillment plans; guides and follows ups with servicing branches re: SOPs, and sharing of best practices among account locations and like-businesses
Maintains regular communication with large customer sites & service teams to discuss location business climate, customer trends, end-user issues & pain points; works together with client-owning Adecco Account Manager to strengthen partnership and develop exit barriers
Works collaboratively with the client-owning Adecco Account Manager on root cause analysis for service, financial or relationship concerns within an account and engages appropriate parties to develop & execute action plan(s) to improve partnership
Conducts customer satisfaction surveys and associate surveys, as needed; compiles results and works with the client-owning Adecco Account Manager to provide feedback to both the customer and Adecco field offices; develops action plans where warranted and follows up on results to ensure improved satisfaction levels
Reviews weekly/monthly risk analysis reports and works with regional and branch management and customer when workers’ compensation loss is trending negatively and engages client-owning Adecco Account Manager & Risk Management when appropriate to uncover root causes and develop improved safety plan
Documents and tracks that annual CSSEs are performed for all customer sites that utilize non-clerical associates; follows up with regional management if safety visits are not performed timely
Reviews and approves pricing files, skill matrix, screening matrix, and fee factor files for accounts managed in this group as needed
Reviews and approves CICR forms (Customer Information Change Request) for accounts managed in this group as needed; escalates SIRs and non-standard work week requests to VP of Operations for review, approval and processing
Provides contractual oversight to accounts managed to include: contract exceptions, expatriate assignments, client tenure policies, and background compliance
Provides consultation and operational oversight specific to account financials to include: invoice and rebate setup, Per Diem, and client collections efforts
Creates web documents and works with Contract Administration to ensure most current web docs and account information is posted accurately, including customer packets posted to US Verify. Annual review of all web documents to ensure ongoing contract compliance
Document all client communication in SFDC (salesforce.com), allowing visibility for colleagues associated with the account
Works with RED (Reporting, Engineering and Data) team to develop client specific reporting for weekly, monthly, quarterly and adhoc reporting needs. Delivery of reporting to internal teams and customers.
Participates in implementation process of new accounts coming into portfolio to ensure appropriate system set-up and field training. Assist Project Manager in developing solutions that meet customer needs and can be sustained by field branches or COM.
Acts as Project Manager for smaller implementations due to expansion or large scale changes for existing customers.
Assist with overall supplier management to include: initial supplier orientations, supplier payment inquiries, supplier surveys, engage Adecco internal audit group to conduct supplier audits, and facilitate supplier corrective action plans as needed
EDUCATION/EXPERIENCE & OTHER POSITION REQUIREMENTS:
ADECCO RETAINS THE RIGHT TO CHANGE OR MODIFY JOB DUTIES AT ANY TIME. THE ABOVE JOB DESCRIPTION IS NOT ALL ENCOMPASSING. NEEDS AND REQUIREMENTS MAY VARY BETWEEN LOCATIONS AND ACCORDING TO BUSINESS NECESSITY.
Adecco Group North America through an impressive portfolio of staffing industry leading brands, including Accounting Principals, Adecco Staffing, Ajilon, Beeline, Entegee, Lee Hecht Harrison, Modis, Paladin, Parker+Lynch, Pontoon, Special Counsel and Soliant is the world’s leading provider of Human Resources solutions.
We are the workforce experts delivering staffing and career service solutions to organizations and individuals across all industries. Collectively we harness the power of some of the greatest talent in the world. That talent and expertise allows us to do business globally and act locally with deep knowledge in niche areas.
Every day, we have more than 100,000 associates on assignment, 30,000 colleagues working internally to support more than 10,000 clients in the United States and Canada. Ensuring our business units are prepared to deliver outstanding service to our associates and clients, the Adecco Group North America team provides a strong infrastructure through our corporate and shared services team.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled