The Account Talent Manager is instrumental in Kelly's overall success with clients utilizing one or more products. This position will serve as the primary point of contact for the client as it pertains to the overall client relationship and service delivery, and may have one or more direct reports. He/she will serve as a business partner to the client by acting as an extension of the client's HR department, developing and maintaining relationships with the client and temporary employees, identifying process improvements, and by ensuring consistent service levels across business lines. This individual will serve as the escalation point for service issues and is responsible for proactive problem resolution. Operational responsibilities include, but are not limited to, monitoring and reporting on contract compliance, business development, sharing industry and best practice knowledge, candidate sourcing, screening, hiring, generic training, and onboarding. This individual is ultimately accountable for the overall level of service delivery, growth, and profitability for the client location he/she supports. The success of this individual will be highly impacted by their ability to communicate effectively, establish strong working relationships with the client, and the development of effective partnerships with the relevant Kelly functions (e.g., operations, sales support, and product groups). Business Development (20-35%): Proactively identifies business growth opportunities with additional end-users, departments, divisions, services lines, and or account solutions Maintains thorough understanding and knowledge of client's business, industry, trends, and current events Develops strong relationships with new and existing client end-users by understanding their business and staffing needs; and by facilitating connections between clients departments and Kelly products Communicates and demonstrates the value of Kelly programs and services to the client and temporary employees through proactive communication via client and employee meetings; industry analysis, and best practices or thought leadership materials Executes the account strategy with input and support from internal Kelly stakeholder groups Monitors NPS results and develops plans to ensure we are meeting client expectations Invests time in client-facing activities to understand their needs Manages and grows relationships with stakeholders across the organization Demonstrates understanding for the client's priorities, processes, policies and procedures Proactively identifies and implements work processes that improve speed, productivity, efficiency, cost, and/or the client experience Participates in account-specific lead sharing meetings Seeks first-hand client feedback and applies information to improve service Prepares and presents business reviews Account Recruiting and Candidate Placement (0-35%) – if applicable by client location Develops and executes a proactive recruiting plan that clearly outlines the portions of the plan conducted for onsite sourcing models Maintains thorough understanding and knowledge of current hiring practices, recruitment strategies, and staffing industry trends Develops and maintains relationships with recruiting sources Involves local field operations in recruiting activities, as appropriate Ensures timely, quality candidate placements and healthy pipeline of qualified candidates Takes thorough job orders and understands client needs Documents order activity in front office systems Maintains regular contact with client regarding orders (e.g., order confirmation and status updates) Facilitates the selection process including: screening and assessing candidates, administering evaluations, conducting interviews and reference checks, and making hiring decisions Delivers client orientation/onboarding programs for temporary employees Conducts skill alerts, increasing client awareness of Kelly's suite of offerings Maximizes temporary employee conversion and direct hire fee income Account Management (20-30%) Serves as primary local contact for client/employee issues; identifies and executes appropriate actions to resolve issues and/or escalates as appropriate; monitors results to ensure action plans are effective Coordinates solutions among all internal Kelly businesses and corporate functions Participates in client meetings, analyzes client needs, make staffing recommendations, and secures staffing requests Must have complete knowledge of contractual agreements to ensure 100% compliance Ensures all order activity is accurately documented in front office systems Manages overall account P&L where they have managerial responsibility (e.g., manages cost of services, documentation of cost savings, and demonstration of value-added services to the client) Analyzes monthly financial statements and implements strategies to increase profitability Determines client reporting requirements and documents information appropriately Creates, analyzes, and reviews reports and statistics, taking action when necessary. Monitors performance of secondary suppliers Ensures program meets client's diverse supplier spend requirements Manages the temporary workforce including, but not limited to, turnover, coaching, counseling, terminations, co-employment, sexual harassment investigations, taking action as appropriate Works with HR to make determination about the employment status of temporary workers Determines rollout approach and administration of client programs Provides end-user technical support on programs that assist in the client order process Provides additional administrative support as necessary to ensure internal and external client satisfaction HR and Full Time Employee Engagement – 25% People Management: Selecting, training and developing staff; monitoring staff performance including setting expectations, coaching and recognizing achievement, managing Kelly Quality Management System initiatives. Clearly communicates roles and responsibilities and hold employees accountable for delivering results Instills client focus and sense of urgency in employees. Provides feedback and coaching to ensure client expectations are being met. Provides regular constructive feedback and development discussions with employees. Utilizes career development processes and tools to grow, engage, and retain staff. Candidate Engagement 10% - 25% Monitors Candidate NPS results and develops plans to ensure we are meeting candidate expectations Demonstrates concern for candidate career growth and development, as well as personal goals and needs Effectively communicates to candidates to ensure the work is meeting the needs and expectations of the candidate and client Helps candidates succeed on the job via ongoing coaching, feedback, and development opportunities Responds to candidate inquiries and addresses challenges in a timely manner Deploys and maintains temporary employee recognition and retention programs Serves as primary local contact for employee issues; identifies and executes appropriate actions to resolve issues and/or escalates as appropriate; monitors results to ensure action plans are effective Develops and delivers client orientation/onboarding programs for temporary employees Creates, deploys, and maintains temporary employee retention programs Qualifications: High school diploma or equivalent, Marketing or related field relevant experience 4-5 years recruiting, staffing or vendor management experience Demonstrated experience in screening, hiring, orienting, training, assigning, and managing temporary employees. Must also be able to market candidates to hiring managers and negotiate salary rates. Must be able to function in complex and matrix environments with multiple stakeholders Ability to develop strong working relationships with all levels of individuals is essential Good communication (both verbal and written), negotiation, interpersonal and decision making skills are required. Individual must be able to function independently/autonomously yet know when to get management involved. Must also be comfortable presenting to and influencing many levels of management both within Kelly and the client Must be innovative in their approach, willing to take risks and operate successfully in ambiguous situations Attention to detail - with the ability to multi-task, use sound judgment and prioritize are necessary Strong leadership, problem solving and decision making skills required Must have proficient computer skills including Word, Excel and PowerPoint Experience: 1-2 years business development 1-2 years field relevant experience About Kelly Services: As a global leader in providing workforce solutions, Kelly Services (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly® has a role in managing employment opportunities for more than one million workers around the globe by employing 550,000 of these individuals directly with the remaining workers engaged through its talent supply chain network of supplier partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity SDL2017
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