Special Services Manager

Virtual, USA    |     HR/Talent Acquisition   |   Full-time
Job Reference: 55727 - Posted 29-Sep-2020

The Special Services Manager is responsible for the development and execution of strategies for the Client Services department creating efficiencies and assisting in the achievement of KES’s strategic goals. The Client Services Manager is instrumental in TOC’s overall success with customers utilizing various solutions. This position will serve as the primary point of contact for the customer as it pertains to the overall client relationship and service delivery. He/she will serve as a business partner to the client by acting as an extension of the customer’s HR department, developing and maintaining relationships with the customer, identifying process improvements, and ensuring consistent service levels across the customer’s school district.

Essential Functions

Business Development

Enthusiastically identifies business growth opportunities with new end-users, departments, and/or divisions

Maintains thorough understanding and knowledge of customer’s business, industry, trends, and current events

Develops strong relationships with new and existing customer end-users by understanding their business and staffing needs and by facilitating connections between customers departments and the KES sales team

Communicates and demonstrates the value of KES solutions to the customer through proactive communication via customer meetings, presentation or sharing of industry analysis, standard methodologies, and/or thought leadership materials

Executes the account strategy with input and support from internal KES partner groups (e.g. Sales, Talent Operations, Central Service Center)

Monitors customer satisfaction levels and develops plans to ensure customer expectations are met

Invests time in customer-facing activities to understand needs

Manages and grows relationships with partners across the customer’s organization

Demonstrates understanding for the customer’s priorities, processes, policies and procedures

Actively identifies and implements work processes that improve speed, productivity, efficiency, cost, and/or the customer experience

Participates in account-specific lead sharing meetings

Seeks firsthand customer feedback and applies feedback to improve service

Prepares and presents Monthly, Quarterly, Annual, Ad Hoc business reviews

Account Management

Maintain thorough understanding and knowledge of current hiring practices, recruitment strategies, and staffing industry trends

Collaborate with KES partner groups regarding recruiting strategies based on client need

Maintain regular contact with client managers regarding orders (e.g., order confirmation and status updates)

Maintains a working relationship with the Talent Training specialist to ensure all client training needs are being met

Serves as contact for customer issues, identifies and executes appropriate actions to resolve issues and/or advances as appropriate, and monitors results to ensure action plans are effective

Participates in customer meetings, analyzes customer needs, makes staffing recommendations, and secures staffing requests

Must have complete knowledge of contractual agreements in order to ensure 100% compliance

Ensures all order activity is accurately documented in front office systems

Manages assigned functions of account P&L (e.g., cost of services, documentation of cost savings, and demonstration of beneficial services to the customer)

Determines customer reporting requirements and documents information appropriately

Creates, reviews, and analyzes reports and statistics, taking action when necessary.

Provides end-user technical support on programs that assist in the customer order process

Provides additional administrative support as necessary to ensure internal and external customer satisfaction

Customer Service

Field incoming calls and emails

Respond to team, customer and employee needs via email, phone or in-person

Manage/resolve customer and employee issues

Solicit customer/employee feedback to improve service

Requirements

Must live in New Jersey or closely surrounding area

Bachelor’s degree in Special Education or a related field is required

2+ years of teaching, staffing, education or related experience required

Must be able to function in complex and matrix environments with multiple partners

Ability to develop strong working relationships with all levels

Good written and verbal communication skills, negotiation, interpersonal, and decision-making skills. Individual must be able to function independently/autonomously yet know when to get management involved. Must be comfortable presenting to and influencing many levels of management within Kelly and the customer

Must be innovative in their approach, willing to take risks, and operate in ambiguous situations

Attention to detail, ability to multi-task, use sound judgement, and prioritize

Strong leadership, problem solving, and decision-making skills

Must have proficient computer skills including Word, Excel, and PowerPoint

Why Kelly?

Working at Kelly means being part of a global team making people-work connections that count, because we believe helping people become who they’re meant to be benefits us all. At every location and every level within our company, Kelly’s people are unique in their understanding and commitment to helping people create better futures and helping companies across the globe compete, prosper, and grow. The work we do matters. Helping people transform their lives matters. Shaping the future of work matters. If you have a passion for helping others, what’s next for you may very well be joining our internal global team and working to make a difference.

About Kelly Services®

Kelly connects talented people to companies in need of their skills in areas including Science, Engineering, Education, Office, Contact Center, Light Industrial, and more. We’re always thinking about what’s next in the evolving world of work, and we help people ditch the script on old ways of thinking and embrace the value of all workstyles in the workplace. We directly employ nearly 500,000 people around the world, and we connect thousands more with work through our global network of talent suppliers and partners in our outsourcing and consulting practice. 

Kelly Services is an equal opportunity employer committed to employing a diverse, equitable and inclusive workforce, including, but not limited to, race, gender, individuals with disabilities, protected veterans, sexual orientation and gender identity. Equal Employment Opportunity is The Law.


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