[ref. f37684816] Kuala Lumpur - Client Services Director

Are you Robert Walters?

Robert Walters is the world’s most trusted talent solutions business. Across the globe, we deliver recruitment, recruitment process outsourcing and advisory services for businesses of all shapes and sizes, opening doors for people with diverse skills, ambitions, and backgrounds.

We help organisations find the skills and solutions to reach their goals and assist talented professionals to power their unique potential.

We offer our people incredible career opportunities as well as an inclusive culture and flexible working.

About the Role:

This is an exciting opportunity for an experienced Client Services Director to join a successful and established senior management team within one of the leading RPO's in the marketplace.

By joining one of the most influential teams within Robert Walters, the individual will have the opportunity to shape our client base and contribute to the future success of the company.

Responsibilities:

• Understand key client drivers across clients, ensuring the Robert Walters service is well positioned to deliver against and compliment them
• Performance management and operational performance across various clients and locations onsite and offsite within our Global Service Centres
• Work the wider Operations leadership team to facilitate and agile working environment that supports a scaling proposition with Central Management Team and our Global Service Centres
• Consistent efficiency review and outputs that includes troubleshooting, remediation and stabilisation of existing accounts
• Operational readiness / new service delivery and stabilisation within accounts. Working closely with the implementation and operations team to stabilise and manage successful BAU
• Work with the innovation team to deploy trials with the aim to convert to BAU with client investment
• Work with marketing to ensure a sufficient RACI is in place for events and account-based marketing across the portfolio

• Develop and raise the Robert Walters profile through quarterly events in line with client objectives: including diversity, compliance and innovation
• Oversight of multiple client relationships across multiple sites and working with Sales team to develop new business sales for your sector
• Proactive lead generation and sales across existing accounts – via an upselling strategy including stakeholders’ names and target plan, industry events and white papers

• Work with Client Services Directors and Operations team to facilitate scaling proposition up and down which includes working closely with leadership across onsite teams and Global Service Centres
• Understand the impact of changes in the macro environment in their client portfolio
• Keep abreast with the changes in the recruitment industry and any changes within their clients’ sector
• Ensure commercial terms remain fit for purpose for all clients
• Ensure the teams are rightsized and managed with the capacity and forecasting capability of the account
• Ownership of the creation and management of the budget for the sector – Capacity management review and operational oversight and control of the P&L, headcount and SLA dashboards
• Looking at risks and challenges, global High / Medium / Low
• commercial viability vs effective running and service purpose
• create synergies, best practice and best in class models
• Performance management and operational performance across various clients and locations including Global Service Centres

• Fully conversant with key contractual obligations and legislative changes
• Rigorous compliance to managing contractual obligations, client policies and procedures ensuring business assurance monitors, monthly RS governance
• Full accountability for SLA management and data integrity
• Ensure any potential high-risk situations or requests to work outside of agreed contractual terms are appropriately escalated to the Managing Director

• Experience of creating, fostering, and developing inclusive and high performing teams
• Create a culture of high performers that are engaged and motivated to work for Robert Walters through Coaching and mentoring account managers & account directors across accounts in order to foster a culture of leadership and service delivery.
• Creation and implementation of people plans for direct reports and by your account managers & accounts directors across your sector
• Overall management of the training schedule for the sector. Working with HR and Ops teams to ensure full compliance to Robert Walters and Client training with training outputs shared with MD & Clients quarterly
• Team training and Management - wider team identification and training to increase productivity and efficiencies / global process / intake / search

Who you are:

• Experience of running both small- and large-scale client portfolios
• Extensive experience in leading high performing teams in a talent acquisition environment
• High net revenue generation and experience
• Proven experience of upselling across portfolios and territories
• Client Led engagement in both turnaround and high performance
• Remediation experience of large complex accounts
• Experience of working through a matrix environment to support end goals
• The ability to effect and implement change
• Strategic and long-term visionary methodology
• Strong people leadership skills and experience of managing teams through change

Benefits:

• A unique opportunity to drive projects such as Employer Branding, Talent pipelining, Recruitment Innovation, Candidate Experience
• A track record of high performance and an ability to deliver excellent results consistently is key. In return for your hard work, you’ll be offered a competitive top salary and benefits package with bonuses/commission and fantastic incentives programme
• Private medical insurance
• A fantastic training and development programme
• Volunteer time off
• The opportunity to partake / qualify for our Global incentive weekend
• Employee wellbeing through various programmes
• You’ll have plenty of opportunities to progress your career, both in your country and other locations around the world. That’s the benefit of working for a large global organisation. One that is at the forefront of recruitment innovation, and a specialist in RPO and MSP

“As a Disability Confident Employer, Robert Walters is committed to offering a fully inclusive and accessible recruitment process to all candidates. If you require any accommodations or adjustments as a result of a disability, impairment or health condition, please do not hesitate to let me know.”

Robert Walters - Global Talent Solutions

Apply now.

This role is posted by Resource Solutions Global Service Centre (Philippines) Inc.