Workforce Solutions Practice Lead

SUMMARY

The Workforce Solutions Practice Lead(“Practice Lead”) is firstly responsible for leading and managing the Program Management Office of one or more customer accounts, comprised of on/offshore Program Coordinators, Program Specialists, Program Managers and other personnel as required, to ensure successful program operation. The PMO is the primary contact for all operational aspects of the program with the customer and ensures the program is compliant with all contractual and other legal requirements, including achievement of all applicable service level agreements. The PMO works directly with customer users, as needed, assisting them in obtaining temporary personnel through the program, resolving issues, providing guidance, information and reports, and participating in client meetings. Secondly, the Practice Lead role carries an account growth responsibility in terms of working with their Program Managers to actively seek out additional revenue opportunities from within their client portfolio and working with their team and their Practice Director to bring those opportunities to fruition wherever possible. The PMO is also responsible for managing the performance of the associate vendor network (with assistance from the Supplier Partnership team) to maximize supplier performance and ensure compliance with program policies and processes.

DUTIES & RESPONSIBILITIES

• Act as first primary/main point of contact for all issues regarding the program and as the liaison between the client and Acro regarding day-to-day operation of the program.
• P&L responsibility (including planning, forecasting and cost management) across the portfolio
• An understanding of and ability to ‘manage upwards’ (senior Acro and Customer stakeholders) as well as managing ‘downwards’ (your direct team members)
• Demonstrable ‘lead-from-the-front’ mentality to nurture and grow your team members
• Demonstrable resilience and the ability to lead your team through complex situations
• Ensure high levels of customer satisfaction with Acro and the program(s). Be highly responsive to client needs and requests. Engage Acro corporate support resources as needed to resolve issues in a timely manner.
• Identify and surface opportunities within the client organization for program expansion into new locations, labor categories, services, etc., that will increase spend through the program and/or additional revenue and business opportunities for Acro.
• Participate in quarterly associate vendor evaluation meetings when necessary, manage spot audits of associate vendor compliance, and other duties as assigned.
• Prepare for and lead quarterly business review meetings with client stakeholders.
• Ensure the program meets or exceeds all program SLA requirements. Manage the reporting of monthly SLA and KPI achievement. Initiate corrective actions as needed if program improvement opportunities are identified.
• Ensure timely and effective identification, response and resolution of all program issues including contract employee issues, time capture and approval issues, conduct regular meetings and training, co-employment and risk mitigation awareness.
• Ensure that PMO tasks and responsibilities are effectively distributed among the PMO team members and that tasks and assignments are clearly understood and completed in a professional and timely manner including but not limited to:
• Ensure the accuracy and completeness of the data entered into XRM for all personnel requisitions.
• Ensure the quality of candidates presented to the client through the system.
• Ensure that all required pre hire and new hire paperwork and actions required by the associate vendor network are completed in a timely manner and are in compliance with the program guidelines.
• Coordinate with Acro Supplier Relations Manager to assure that program suppliers are motivated to provide the highest quality applicants in a timely manner and at a competitive rate and are properly trained in the XRM System and maintain communication with the associate vendor network regarding the program, overall performance and other subjects as required

REQUIREDQUALIFICATIONS

Education

• Bachelor’s degree in any discipline

Experience

• At least five (5) years’ experience as a program director or similar level in an account management environment (in-house or supply side).
• Experience within or managing MSP services preferred.
• Experience in VMS technologies preferred.

Skills

• Possess a tenacious, growth mindset outlook
• Proficiency in the use of Microsoft Word and Microsoft Excel and PowerPoint.
• Ability to effectively develop good relationships with associate vendors, customers, employees, and managers.
• Ability to communicate with all levels of employee’s and customer staff and handle all aspects of a large customer base.
• Ability to respond effectively to employees, customers, and the associate vendor network with excellent customer service skills to produce positive outcomes.
• Superior written and verbal communication skills.
• Must have an understanding of the candidate recruitment process
• Ability to create reports for client review.
• Ability to multi-task and prioritize work, and delegate as appropriate, and manage to completion.

DESIREDQUALIFICATIONS

Experience

• Prior experience working within temporary labor in technical, professional and/or light industrial sectors.
• Prior experience in a sales/sales support or customer services roles.

WORK ENVIRONMENT

• While performing the duties of this job, the employee will work in a home office environment.
• The noise level in the work area is usually low.

Acro values diversity in our workforce and is an Affirmative Action & Equal Opportunity Employer.