Senior Director, Managed Services (Managed HR Services)

HCM Unlocked•Boca Raton, FL

32d•$100,000 - $125,000

About The Position

HCM Unlockeds difference is our people. Our strong culture has been built by trusting and empowering our employees and allowing our consultants to be autonomous and nimble with their clients. Our goal is to enable clients to obtain the most from their Payroll/HR technology. The Sr. Director of Managed Services will be responsible for leading a team of Human Resource, Recruitment, and Customer Success Consultants. This senior leadership position will be responsible for providing strategic direction while maintaining a sharp focus on delivering exceptional client service. The ideal candidate should possess a unique blend of HCM / HR expertise in a service-based organization, client value creation and retention experience, leadership capabilities, financial acumen, and a client-centric mindset. Candidate Profile: Have a deep understanding of various HR functions, including talent acquisition, employee relations, performance management, compensation, and benefits, learning and development, and HR analytics. Lead, inspire, guide, and develop a high-performing team of Client Relationship Managers, HR and Recruitment leaders and consultants. Ability to lead the intake and discovery team that will uncover clients requirements, needs and help the team align solutions. Demonstrate the ability to lead by example, set clear objectives, and foster a collaborative and inclusive work environment is essential. Have a strong passion for client service and a proven track record of building positive client relationships among your team. Your team will demonstrate the ability be attentive to client needs, be proactive in addressing concerns, and strive to exceed expectations. As Sr. Director, you will be responsible for aligning our HR offerings with the organization's overall goals and long-term vision. Demonstrate critical and strategic thinking to develop innovative solutions that drive business success. A demonstrated ability to analyze complex issues, identify root causes, and implement effective solutions is crucial. The candidate should be proactive in anticipating potential challenges and proactive in resolving them. Have a strong financial acumen. Ability to establish key performance indicators (KPIs) and metrics to measure capacity in staffing and manage budgets for client deliverables, driving gross margin performance while being able to regularly report on this performance to Executive Leadership. In leading the customer success strategy, innovate and implement retention strategies with HCMUs largest clients as well as drive growth through additional sales to existing clients. Strong verbal and written communication skills are essential for this role. The candidate should be able to convey concepts and initiatives effectively to various audiences, including clients, senior leadership and frontline employees. As a leader, you should be skilled in managing organizational change and driving transformation. Adaptability and resilience are key traits for this position.

Requirements

Prior HCM leadership experience (5 years) in leading HCM teams, in a consulting and client service-oriented organization.
Strategic HR experience in service organization or HCM company.
10 years of Human Capital Management Industry, Technology, Solutions, and Services experience preferred
Proven knowledge of financial management, customer success and service delivery performance metrics
Proven leader that selflessly and passionately mentors /develops others and helps grow future leaders.
Self-starter, assertive, enthusiastic and has the political savvy to get things done yet maintain a likeable presence.
Ability to deal with adversity and differing opinion
Strong communication and interpersonal skills
Demonstrated organizational and time management skills

Responsibilities

Manages the day-to-day operations of their respective organization, providing leadership, director development & coaching, communication, prioritization, escalation handling, and decision-making activities.
Responsible for financial performance and reporting of their respective divisions and able to present from financial dashboards.
Responsible for driving the optimization of labor for all customer accounts tied to HR, Benefits and Customer Success.
Trains Directors and Managers on key performance indicators, how to own their teams book of clients, and how to drive quality consultant behavior.
Maintains healthy executive level relationships with key accounts and customer groups.
Contributes to process improvement and technology implementation building for a consistent and collaborative client delivery experience while improving productivity.
Identifies training needs and collaborates with our Learning and Development Organization to advise on content creation and iterations as the business evolves.
Continuously mines for new service offerings and revenue streams.
Works closely with Talent Acquisition team and participates in recruiting and interviewing new candidates
Prioritizes managing laterally with leaders in Sales, Operations, Learning and Development, HR etc. to optimize, enhance, and iterate internal business processes for HCM Unlocked.
Engage with stretch assignments and ongoing projects, as needed, to guide team members during implementation of new product functionality, service enhancements, and specialized customer needs.
Key contact and escalation point for your employees and clients.
Develop and support HCMU sales team by partnering with and leaders to ensure product set is relevant in the marketplace and ensure the value proposition of products align with customers needs and sales team understands how to position HCMU HR solutions.
As customer success leader, develop client feedback loop, referral program and enterprise retention strategy mitigating losses.
Consistently provide individualized coaching and feedback to Directors and Managers