About the Role

PRO is engaged by our clients as a Managed Services Provider (MSP) to deliver an end-to-end solution for sourcing, onboarding, management, and reporting of their Contingent Workers. The Operations Manager is responsible for managing the daily operations at their designated account. In partnership with the team they manage, the Operations Manager is accountable for the execution of PRO’s contractual scope of work and consolidated invoicing of all in-scope vendor populations globally, alongside maintaining quality customer service and high user satisfaction. The Operations Manager is responsible for the day-to-day delivery and management of PRO’s client service offerings including but not limited to Software as a Service (SaaS), Data as a Service (DaaS), Contractor Compliance, Employer of Record (EoR) and Managed Service Provider (MSP) Solutions.  

What You Will Do

Operational Delivery Responsibilities:

• Demonstrate a comprehensive mastery of all day-to-day and strategic operational functions that are required to service the client. These may include contingent workforce staffing management, Independent Contractor Compliance, third party Payrolling (Employer of Record), Statement of Work Management, worker on & offboarding, Co-Employment Risk Mitigation, utilization reporting and analysis.
• Understand the details of PRO Unlimited’s menu of services, operations procedures and site-specific contracts. Maintain and demonstrate knowledge of client’s industry, products, markets, competition, and financial positions. Read client product material. Ensure that team member is also immersed in understanding the client’s business to this level.
• Deliver PRO’s contractual scope of services through regular interaction with the client users, staffing partners and PRO Unlimited colleagues.
• Maintain a current Standard Operating Procedures (SOP) manual that facilitates cross training and seamless desk coverage. Master all desk functions and perform in the absence of a Client Services Consultant as needed to support the daily services to the client.
• Participate with all relevant training programs available internally for business and professional development knowledge.
• Track service levels and initiate process improvement if and when needed.
• Execute all desk procedures as defined in the contractual Scope of Work, desk SOPs and as required by PRO management.
• Coordinate coverage for self and team member as needed to ensure consistent, seamless delivery at all times
• Track and monitor the job functions of assigned colleagues that directly impact PRO’s levels of service delivery (Financial Operations, Payroll, Contractor Compliance Services, Human Resources, etc.).
• Partner with the Manager and Director to introduce new PRO service offerings to client.
• Manage Supplier relationships by empowering them for success and ensure close communication and collaboration. This includes requisition fulfillment facilitation, Supplier Forums, Supplier Optimization and scheduled Supplier Performance meetings.
• Conduct continuous analyses of Supplier performance via PRO’s Supplier ScoreCard methodology.
• Facilitate issue resolution timely and strategically to achieve an outcome that is in PRO’s and the client’s best interest. Escalate to Manager and/or other PRO function leaders in a timely fashion.
• Ensure operational processes leverage PRO’s systemic and program/process offerings for optimal efficiency (e.g. vendor management system (VMS) releases and enhancements).
• Partner with PRO’s offsite functional leaders to leverage best practices and to ensure program maintains a high standard of delivery throughout.
• Ensure all team members embrace Learning & Development role-based assigned training courses.
• Ensure all team members comply with annual recertification and re-training requirements, as specified.
• Schedule and host manager-training sessions/meetings locally and at remote sites as needed.
• Complete Client Department Profiles for all new and existing program users by introducing PRO, understanding the client’s needs and expectations, and presenting PRO as a solution. This includes the capture and maintaining of this activity within the PRO CRM Platform and other tracking tools as deemed necessary.
• Meet regularly with client managers and other users of the PRO program to solicit feedback and program satisfaction.
• Incorporate opportunities for program enhancement and improvements into daily operations.
• Contribute to and participate in the Internal Account Reviews, Quarterly Business Reviews, Business Development Plans and Account Mapping. Monitor various team members’ delivery according to plan.
• Participate in development of the account’s Annual Forecast and quarterly updates.

Management Responsibilities:

• Manage team members in compliance with all employment laws and PRO Unlimited’s Human Resources policies/procedures. This includes: daily supervision, performance management, career development.
• Maintain and manage an environment that is professional, best in quality and with high standards of ethics and efficiency. Respect of the client’s culture, environment, facilities, policies and employees is foremost. Manage with continuous improvement initiatives. Maintain open communication with Manager to problem solve and to improve the levels of service.
• Manage and interact with PRO’s EoR workers at client site in accordance with all relevant labor laws and legislative practices for each jurisdiction under management.

 What You Will Need

• Bachelor’s degree in related field or equivalent experience.
• Two years of management experience that includes supervisory responsibilities of 1-4 direct reports.
• Previous management experience in related fields such as Temporary Staffing management, Talent Acquisition and/or Human Resources.
• Ability to communicate effectively in writing, verbally, interpersonally, and in presentations. Able to interact and communicate with all levels of staff and management.
• Working knowledge of labor and employment laws.
• Process improvement experience.
• Experience with client interface, awareness of organizational culture differences.
• Experience with operations for Fortune 500/1000 companies is preferred.