Operations Director, Client Services

OVERVIEW OF THE POSITION: The Operations Director (OD) leads operational excellence in Client Services delivery, drives profitable programs (or program support), and fosters increased value in the assigned account portfolio and/or projects. The OD contributes to the ongoing strategic plan at both the account portfolio, as well as program management level (e.g. shared services integration, new program implementation, commercial partnership). The OD acts as a consultant, developing strong internal/external Client partnerships at a senior level in order to gain an executive understanding of the total workforce solutions need. Works under limited direction.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (for each duty and function listed indicate % of time):

• Ensure maximum Client satisfaction working in conjunction with Client Services and program leadership to meet or exceed all contracted SLA, KPI and performance metrics 20%
• With the support of leadership, own the translation of vision, strategies, and concepts into operational and actionable plans 10%
• Lead (by example), coach and develop all program management and assigned Client Services account resources 10%
• Responsible for team selection and staff turnover 10%
• Serve as the senior management escalation point on all program related issues as warranted 10%
• Maintain fundamental understanding of Client business drivers that relate to workforce solutions 10%
• Establish, develop and proactively maintain senior level executive relationships within assigned programs and expand existing Client program sponsor relationships directly or via assigned Client Services team 5%
• Perform site visits, as applicable, and promote/support proactive Client and Supplier communication through strategic business reviews, surveys, and other developed platforms 5%
• Lead the continued refinement of Supplier management strategies as needed 5%
• Work cross-functionally within the extended Client Service Operations and Workforce Solutions team to provide program feedback and input as needed 5%
• Partner with business development and Client Services teams to develop successful account opportunities and Group Company introductions; and/or Partner with Client Services teams to develop successful account opportunities as identified. 5%
• P&L ownership for all established accounts within portfolio (or assigned groups), ensuring budgeted profitability meets or exceeds fiscal target 5%
• Other duties and special projects as assigned. TBD%

SUPERVISORY RESPONSIBILITIES/# OF STAFF:

Varies – will be required to supervise managers and subordinate staff

EDUCATION REQUIREMENT:

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

RELATED 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 strongly preferred.

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.

OTHER SKILLS REQUIREMENTS:

Program/Project Management experience

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:

None required

MARGINAL FUNCTIONS (for each function listed, indicate % of time):

• Scheduling meetings 5%
• Escorting clients/staff to/from office 2.5%
• Booking travel arrangements 2.5%
• Presenting business reviews and other information to client and internal leadership 25%
• Recruit and hire staff 5%
• Train staff 20%
• TBD% Other job-related duties as assigned

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 (list below and indicate % of time)

• Problem solving 70%
• Working with interruptions 50%
• Analytical skills 60%
• Creativity 50%
• Organization 80%
• Communications – written 50%
• Communications – verbal 50%

PHYSICAL DEMANDS (list below and indicate % of time):

• Stand: 5-10%
• Sit: 80%
• Squat: 0%
• Walk: 15%
• Bend: 5%
• Repetitive Motion: 70 – 80%
• Climb: 0%
• Twist: 5%
• Operate Equipment: 0%
• Air and other public transportation Business Travel: 0-5%
• Driving: TBD
• Lifting (lbs): 10-20 lbs (including travel)
• Percentage of time Low Lifting: 5%
• Percentage of time High Lifting: 0%
• Carrying (lbs): 10-20 lbs
• Percentage of time Carrying: 5-20%

Other Job Compensation: This position has no additional compensation.

Certifications/Licenses:

US Dollar

Computer/System Skills Requirements:

<p>We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records.</p> <p>For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.</p> <p>The Know Your Rights poster is available here:<br><a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf" target="_blank" rel="nofollow">Know Your Rights</a></p> <p>The pay transparency policy is available here:<br><a href="https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf" target="_blank" rel="nofollow">Pay Transparency</a></p> <p>If you believe, you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to accommodationrequest@ain1.com for assistance.<br><br>The Company participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.</p> <p><a href="https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf" target="_blank" rel="nofollow">E-Verify Poster</a></p> <p><strong>Vets/Disabled</strong></p>

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records.

The Know Your Rights poster is available here:  Know Your Rights Poster (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf)

The pay transparency policy is available here:  Pay Transparency Policy (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

If you believe, you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to accommodationrequest@ain1.com for assistance.

The Company participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

E-Verify Poster (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)

Benefits:

We are very excited to offer an array of benefit programs for our employees.

Internal staff hires working 30 or more hours per week will be offered robust plans including medical, dental, vision, life insurance, accident, LTD, pet discount coverage, legal coverage, identity theft, discount perks, and credit union. Most plans include a generous employer contribution in addition to the employee’s contribution.

Eligible employees can enroll with an effective date on the first of the month following 60 days of employment. A minimum of 6 paid sick days are offered per year unless part-time or covered under a local ordinance that requires a greater number of paid sick days. In addition to 11 paid holidays, the Company offers Unlimited Flexible Paid Time Off to all eligible full and part-time employees, after the initial 90 days of employment, subject to management approval.  Complete details about the FTO program are outlined in the FTO policy available upon hire.

The Company also offers a 401k program with an employer match, with employee contributions beginning the month following enrollment.

Grade: NS 13

Pay Min: 114400.0000

Pay Mid: 141050.0000

Pay Max: 167700.0000

Additional EEO:

Additional EEO 2:

Additional EEO 3:

Hours: Normal daytime business hours Monday through Friday

Time Zone: US/Eastern

Day 1: Monday

Day 2: Tuesday

Day 3: Wednesday

Day 4: Thursday

Day 5: Friday

Joining our global team

Joining our global team, you’ll become a member of the business community’s global partner for forward-thinking talent and resource-management solutions. The ActOne Group is the largest privately held, woman and minority-owned workforce management company in the United States, operates in over 30 countries, and services over 17,000 clients.

A career with The ActOne Group means you’re a part of something bigger. Your resume will be shared with the entire ActOne Group family, giving you exposure to opportunities in staffing, workforce solutions, and business services through brands like AppleOne, AgileOne, and more! We want to ensure you have every opportunity to be the best you can be in the position where you fit best.

Provides global workforce management and recruitment process outsourcing solutions.