Associate Manager

General Duties:

Account Portfolio

● Recognize team's 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.