Associate Manager

General Duties:

Account Portfolio

Recognize teams overall influence to the account P&L and manage expenses responsibly

Active participation in forecasting and budgeting process

Active participation in the business review process internally and externally

Manage any aging issues with client bill collections

Audit and verify accuracy of all invoices, billing accruals, and client reporting

Familiar with contract schedules & contractual terms and have the ability to execute against them

Client Relationship Management

Develop strong client relationship and partner to provide innovative solutions to solve client needs and long term business strategy

Develop and refine client processes and procedures, identify areas for improvement and implement solutions needed to streamline work-flow and increase operating efficiency

Compliance Management

Monitor assigned accounts to ensure compliance with EEO/OFCCP or other comparable regulatory processes impacting recruitment pertinent to the requisitions supported

Ensure assigned accounts are meeting diversity goals when applicable

Monitor account activities to ensure compliance with contractual agreements

SLA Management

Ensure all team members are meeting internal RSR SLAs

Responsible for meeting customer and candidate satisfaction targets

Compile data and produce presentable reports for SLA review

Coordinate, as needed, with Reporting Team to make any changes or improvements to reports

Responsible for performing root cause analysis if/when SLAs are not being met and provide creative process improvement recommendations needed for correction.

Monitoring of Staff

Coach and mentor team and provide assistance as needed to reach goals

Assess/survey quality of work delivered by team based on established performance measures and specific client feedback

Provide the Talent Manager with a summary regarding the quality of work provided by all resources to ensure there is an accurate perception of work completed

Collaborate with Talent Manager to create action plans for individuals needing improvement to reach client satisfaction targets

Follow established metrics, goals and expected performance levels for all team members within assigned account portfolio and identify areas of improvement, provide feedback and coaching when appropriate

Recommend training where necessary to develop skills and techniques

Coordinate the training to be delivered to new team members on account specific tasks and systems

Position Requirements:

Basic qualifications include:

10+ years of experience in the BPO industry with a strong operational background.

3+ years of experience in leading and managing teams as a people manager.

Expertise in stakeholder management and building strong client relationships with department heads and HR leaders.

Demonstrated success in driving operational efficiency, optimizing processes, and delivering client-focused solutions.

Skilled in project management, process implementation, and continuous improvement to enhance service delivery and business outcomes.