Client Outplacement Manager

Manpower

13h

About The Position

The purpose of the Client Outplacement Manager is to deliver exceptional operational support to Outplacement clients focused on ensuring seamless reduction management. This is an essential contributor to our client retention efforts and will work closely with our Clients on the Career Transition Services product line by responding to incoming client requests and quantifying how we’re delivering results for our customers. The COM will help increase engagement by supporting outreach efforts and handling Client requests centered on delivering an exceptional client experience. The COM will also gain account management experience through direct interactions with our clients. Making an Impact • A member of a shared-services team that provides agile and as-needed support to Right Management’s Outplacement clients, including direct client-facing coordination and management. • Primary tasks include client activity coordination (workshops, notification training and support), prelim management, Client portal administration (user management), Global coordination and ongoing client documentation/record keeping (updates to ensure accurate entry and billing/credit) • Ensure client and internal partner success by handling incoming support calls and emails in a timely/professional manner. • Manage and track eligibility list for outplacement referrals and activity. • Develop positive ongoing relationships with Client Sales (Account Managers, Client Experience Manager) teams and Operations team within the organizations • Work cross-functionally with internal teams to ensure that clients have an outstanding experience. • Providing guidance to new and current clients about the referral process, support requests under a shared services model. • Assists with research and resolution of client issues/complaints, initiating client contact if appropriate and escalation to management as needed. Sharing Expertise • Share feedback with the Manager, Client Outplacement Services to optimize support, maintain expertise within the team, and ensure best practice processes. • Leverages ongoing training tools through PowerYou to expand knowledge base. Gaining Exposure • This position will be responsible for responding to ad-hoc client queries, shaping, and managing client expectations, and liaising with the Account Directors and other operational teams to address any issues. • Ensure clients experience seamless execution of all processes, meeting all SLA and compliance expectations. • Can be a team player and with strong Customer Service skills • Can prioritize tasks and respond/escalate issues appropriately Your Typical Day • Handling and fulfilling day-to-day operational queries or issues that arise from our clients. • Create, maintain, and update procedure documents, provide analysis and support for special process improvements, project enhancements, and education initiatives. • Manage and track Client referral requests throughout the candidate’s entire lifecycle/program. Other accountabilities as assigned

Requirements

3+ years’ experience supporting client projects and deliverables, customer service or relationship management
Bachelor’s Degree or equivalent professional experience.

Nice To Haves

Knowledge of process improvement or continuous improvement
Field experience working with Right Management Outplacement
Centralized support model, Service Center, Shared Services team or Call Center experience
Can be a team player and with strong Customer Service skills
Can prioritize tasks and respond/escalate issues appropriately

Responsibilities

Deliver exceptional operational support to Outplacement clients focused on ensuring seamless reduction management.
Respond to incoming client requests and quantify how results are being delivered for customers.
Support outreach efforts and handle client requests centered on delivering an exceptional client experience.
Gain account management experience through direct interactions with clients.
Provide agile and as-needed support to Right Management’s Outplacement clients, including direct client-facing coordination and management.
Coordinate client activities (workshops, notification training and support).
Perform prelim management.
Administer the Client portal (user management).
Provide Global coordination and ongoing client documentation/record keeping (updates to ensure accurate entry and billing/credit).
Handle incoming support calls and emails in a timely/professional manner.
Manage and track eligibility list for outplacement referrals and activity.
Develop positive ongoing relationships with Client Sales (Account Managers, Client Experience Manager) teams and Operations team within the organizations.
Work cross-functionally with internal teams to ensure that clients have an outstanding experience.
Provide guidance to new and current clients about the referral process and support requests under a shared services model.
Assist with research and resolution of client issues/complaints, initiating client contact if appropriate and escalation to management as needed.
Share feedback with the Manager, Client Outplacement Services to optimize support, maintain expertise within the team, and ensure best practice processes.
Respond to ad-hoc client queries, shape and manage client expectations, and liaise with Account Directors and other operational teams to address any issues.
Ensure clients experience seamless execution of all processes, meeting all SLA and compliance expectations.
Handle and fulfill day-to-day operational queries or issues that arise from clients.
Create, maintain, and update procedure documents.
Provide analysis and support for special process improvements, project enhancements, and education initiatives.
Manage and track Client referral requests throughout the candidate’s entire lifecycle/program.
Perform other accountabilities as assigned.