TAPFIN – Resource Professional

Manpower • Madison, WI

5d • Onsite

About The Position

The purpose of the Resource Professional role is supporting the subvendor/supplier program and its population and its day-to-day operations (implementing and managing the requisition/submittal process and overseeing job placement, day-do-day troubleshooting and problem resolution, managing the on-going relationships and communication, etc.). This role is responsible for maximizing customer satisfaction, maintaining and building new relationships, expectation management and issue/conflict resolution. It establishes and develops manager relationships within assigned clients and expands existing manager relationships to ensure maximum customer satisfaction and profitability of each contractor/subcontractor placement or conversion. The role also helps manage sub-vendor/supplier relationships, ensuring optimum customer satisfaction and quality of each placement. It fulfills client service through frequent interaction with client managers to ensure satisfaction and identify potential business development opportunities. The Resource Professional is knowledgeable of and understands the contracted terms and conditions between TAPFIN and the client, including pricing as well as client rules of engagement and processes. They are responsible for ensuring resolution to the day-to-day issues that arise among the contractor/subcontractor population. Financial and administrative responsibilities include supporting account growth targets, training and administration of VMS software to client and sub-vendor supplier users. The role involves client hiring manager and supplier relationship development, understanding client needs and goals, driving stronger relationships with suppliers, and being prepared for high-level discussions. It also involves understanding the RP role in Daily Sales Outstanding (DSO), the invoice process, and invoice error prevention. The role participates in program expansion by reviewing opportunities with Hiring Managers and understanding the value of the MSP and RP role. They act as an expert in discussions around MSP solutions and drive program participation. The role is consultative, understanding project desired outcomes and driving next steps with Hiring Managers. It involves reallocating current team members for needed skills on other projects and being aware of the forecast. Presentation skills are important for communicating growth opportunities, training, and new business to client hiring managers, suppliers, and internally. The Resource Professional communicates with the program team, suppliers, and program sponsors, keeping them informed and sharing information. They regularly contact the client hiring manager to remain aware of project status, gather feedback, and resolve or escalate issues. They work in conjunction with suppliers and client managers to coordinate on-boarding, contract extensions, and offboarding. They ensure a customer service rapport with client managers and suppliers and provide guidance on program guidelines, contingent labor policies, and compliance requirements. The role involves understanding and explaining the vision, objectives, initiatives, and process of the Program Management Office (PMO) and establishing a working relationship with PMO Director(s) and/or PM(s). The Resource Professional is a team player, effectively participating in a team environment and helping to lead a positive work atmosphere.

Requirements

• Minimum three years staffing industry experience in a vendor on-site or account management MSP role
• Bachelor’s degree in business or related field or relevant business experience

Nice To Haves

• Preferably a minimum of one-year supervisory experience

Responsibilities

• Manage the day-to-day CWS operations for their respective portion of program, which include, management of the requisition process for assigned client, prioritization of orders and requisitions, expedient issue resolution, further refining throughout the process with emphasis on responsiveness and customer services for assigned client; depending upon the engagement size, may train or assign work to administrative staff
• Responsible for maximizing customer satisfaction, maintaining and building new relationships, expectation management and issue/conflict resolution (managing client and contractor / subcontractor expectations and troubleshooting and issue resolution, etc.).
• Establishes and develops manager relationships within assigned clients and expands existing manager relationships to ensure maximum customer satisfaction and, working in conjunction with the Program Manager staff, the profitability of each contractor/subcontractor placement or conversion
• Help manage sub-vendor / supplier relationship for assigned clients, further refining throughout the process, ensuring optimum customer satisfaction, as well as quality, of each placement.
• Fulfills client service through frequent interaction with client managers to ensure satisfaction and identify potential business development opportunities for program expansion or utilization.
• Is knowledgeable of and understands the contracted terms and conditions between TAPFIN and the client, including pricing as well as client rules of engagement and processes.
• Responsible for ensuring resolution to the day-to-day issues that arise among the contractor/subcontractor population, within their respective program. Reports issues to respective supplier or client for resolution and/or escalation to Program Manager as needed.
• Financial and administrative responsibilities include supporting account growth targets, training and administration of VMS software to client and sub-vendor supplier users.
• Client Hiring Manager and Supplier relationship development: Be aware of the client Hiring Manager projects, needs, ultimate goal for hiring workers onto the team. Understand the client/TAPFIN relationship, what the overall goal is for the relationship to be successful. Drive stronger relationships with suppliers to increase responsiveness, accuracy, and partnership. Be prepared to have high level discussions if/when a client sponsor needs assistance, and the Program Manager is not available
• Understand the RP role in Daily Sales Outstanding (DSO): Understand the invoice process, supplier invoice resolution, troubleshooting, and investigation of issues. Invoice error prevention – accurate data in VMS tool for pay/bill rates, accurate timesheet approval, job codes and hours. Review DSO report for relevant contractors
• Participate in program expansion: Review expansion opportunities with Hiring Managers based on recurring needs, upcoming projects, possible new departments, and new Hiring Managers/projects. Know the value of the MSP and RP role to the client, hiring manager, and supplier. Be the expert in the room for discussions around MSP solutions, requests, and drive program participation. Be Consultative. Know the project desired outcomes, drive next steps with Hiring Manager. Reallocate current team members for needed skills on other projects, even with other hiring managers. Be aware of the forecast and how your direct HMs are a part of it
• Presentation Skills: Making presentation to client hiring managers, suppliers, and internally to communicate growth opportunities, training, and possible new business. Be able to present what TAPFIN strengths and differences are with our competitors and how we are expanding that can impact the client.
• Communicates with program team, suppliers and program sponsors, keeps them informed, and shares information regarding contractors, subcontractors and client needs.
• Regularly contacts the client hiring manager, working at assigned client(s), during assignments/projects to remain aware of project status, gathers feedback from clients about consultant progress/performance, and resolves or escalates any issues appropriately; Identify conflicts between the client and suppliers and escalate appropriately.
• Work in conjunction with suppliers and client managers, coordinates on-boarding, contract extensions and offboarding by maintaining awareness of client compliance requirements, start dates, end dates and extensions, to maximize business opportunities.
• Ensure a “customer service” rapport with the client managers and suppliers to understand business and hiring needs and profiles and ensure open communications.
• Provide guidance to suppliers and managers regarding program guidelines, contingent labor policies and compliance requirements.
• Understand and explain the vision, objectives, initiates and process of the Program Management Office (PMO)
• Establish working relationship with PMO Director(s) and/or PM(s)
• Team Player – effectively participates in a team environment and help lead the positive work atmosphere
• Requisition management (creation of job reqs, intake calls, shortlisting, interview scheduling, hiring manager/supplier follow up, onboarding, etc.)
• Non-requisition management (extensions, timesheets, offboarding, etc.)
• Monitor, respond to, and work items and activities that come into the program mailbox
• Responsible for the execution and meeting of program SLAs
• Responsible for the execution, creation/maintenance and storage of Program Operating Manuals and SOP’s
• Other accountabilities as assigned

Benefits

• Equal opportunity affirmative action workplace
• Celebrates diversity and is committed to providing an inclusive environment for all employees
• Reasonable accommodation during the interview process can be provided

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level