Job description
•Relationship management of key stakeholders
•Ongoing operational management of service delivery, ensuring fulfillment and cost efficiency
•Direct line management of country managers and lead recruiters
•Implementation of the managed service model where appropriate
•Develop the account to optimize service delivery and maximize client satisfaction.
•Achieve personal targets and contribute to the overall profitability, success and positive image of Kenexa with the client
About Kenexa:
Kenexa, an IBM Company, is a leading end-to-end provider of software, propriety content, services, and process outsourcing that enable organizations to more effectively recruit and retain employees. Our talent acquisition and employee performance management solutions leverage over 20 years of experience helping clients maximize the performance of the organization. Our solutions enable clients to improve the effectiveness of talent acquisition programs, increase employee productivity, and retention, decrease costs, and improve management decision-making based on analyzing and summarizing key HR metrics associated with the employee performance. Kenexa, an IBM Company, develops and hosts SaaS Web solutions comprised of a scalable multi-tier enterprise architecture using cutting edge technologies.
Responsibilities:
Service Management
•Own service delivery ensuring customer satisfaction, KPI attainment, quality of service and cost effectiveness.
•Work with Regional Leads to identify service delivery enhancement opportunities.
•Review effectiveness and performance of Krakow Research Center from a regional perspective and work with the Research Operations Manager and Account Director to identify both operations and strategic improvement opportunities.
•Develop and maintain effective relationships with key Client Recruitment Stakeholders in weekly and quarterly review meetings with ownership for all operational issues and acting as the escalation point.
•Supporting Account Director in strategic relationship management where required and providing operation-related information to support client relationship management across the Account.
•Dotted line management of Reporting Manager – ensure accuracy and distribution of MI to internal and external audiences.
•Work with Account Director on the analysis of MI and Finance Reports to drive cost effectiveness, resource utilization, KPI performance and improvement opportunities.
•Creation of annual budgets for resource, travel, training & development and client/team entertainment.
•Own responsibility for resource allocation across the Account.
Team support
•Support the regional recruitment managers in their daily activity.
•Calculation and circulation of Account Team’s bonus awards subject to Account Director approval.
•Identification and collation of training and development needs and potential solutions for Account Team.
•Account point of contact with Internal Resourcing Team.
•Implementation (of new countries or service lines -could be driven by the Account Director or Operations Director)
•Together with the Decision Group agree terms of reference, scope and objectives of implementation and work streams.
•Work with the implementation team to ensure effective implementation in line with project goals.
•Identify key stakeholders, contact and meet them to secure buy-in and support going forward.
•Hold Project Initiation meetings ensuring clarity of understanding and purpose.
•Monitor progress against plan, identifying barriers to success, recommending and implementing solutions.
•Regular progress reporting to the Decision Group and other stakeholders, flagging barriers to success.
Qualifications
•Business or Human Resources accreditation.
Required
- High School Diploma/GED
- At least 8 years experience in Recruitment experience, with the majority gained in a service delivery, consulting or technical environments
- At least 8 years experience in medical or pharmaceutical sector and Managed Service market in EMEA
- English: Fluent
Preferred
- Associate’s Degree/College Diploma
Additional information
Skills/Experience:
•Significant recruitment experience, with the majority gained in a service delivery, consulting or technical environments.
•Solid understanding of the medical or pharmaceutical sector,
•Solid understanding of the Managed Service market in EMEA.
•Solid understanding of the business model and drivers.
•Project Management experience.
•People management experience.
•Problem solving.
•Quality orientation.
•Decision making.
•Strategic thinker
•Commercial focus.
•Customer focus.
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, national origin, genetics, disability, age, or veteran status.
