Sr. Client Services Professional

SUMMARY OF RESPONSIBILITIES:

Responsible for managing the flow of contingent workers into and out of the organization in accordance with predefined pre-clearance, on-boarding, and off-boarding activities and SLAs. Core work streams include monitoring the successful completion of compliance documents and pre-clearance steps, coordination of start date; monitor and resolve IT onboarding failures/stoppages and downstream integration failures/kick-outs, proactive end date management, off-boarding and the on-time removal of site/systems access and asset retrieval at the end of each assignment

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Support operations for AgileOne clients by assisting client managers, staffing partners, and contingent workers in the day-to-day operations of one or more complex MSP/VMS programs. Utilizing the AgileOne Vendor Management Tool, or 3rd party VMS, this position will maintain an organized process for sourcing and engaging contingent workers, in addition to the upkeep of system integrity and accuracy of our specific program technology. Contribute to the professionalism of AgileOne by consistently providing a high level of customer service to the client, suppliers, and contingent workers.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (for each duty and function listed indicate % of time):

Operations and Administration:

• Provides direct support to the business for on-boarding, data changes, and off-boarding of contingent workers
• Performs Beeline record management (request entry, approvals, data changes and extensions, and terminations)Monitors the flow of downstream transactions for badge provisioning and IT access/asset requests
• Ensures all pre-clearance and pre-onboarding steps are met according to REGN policy (medical/background check)Escalates pre-clearance failures to the Program
• Manager
• Performs start date management, coordinates closely with all parties, and works through issues/exception handling
• Conducts regular end date management, runs reports, follows up with Manager and Supplier, updates Beeline
• Supports worker off-boarding including end date coordination, sensitivity monitoring, and asset collection guidance
• Responsible for executing planned and emergency after-hours offboarding activities in a safe and compliant manner
• Assist Program Manager with onsite terminations (and next day show-ups) in exceptional circumstances
• Coordinates asset collection with suppliers for remote workers and sensitive situations
• Monitors tenure limits, guiding the business and escalating to Program Manager as needed for assistance
• Supports the on-boarding and training of new suppliers including Beeline training and user/role management
• Maintains in-depth understanding of all on/off-boarding policy, able to educate users and troubleshoot stoppages
• Responds to requests for reports and analytics, working with the Data Analyst and Program Manager to execute
• May have rotational responsibility to conduct and administer contingent workforce orientation (location specific)In EU locations, respond to requests from non-employees to have their data deleted and/or transferred (GDPR)Supports requests for information for internal and external audits, as guided by the Program Manager
• Other activities assigned by NEMO leadership, including regular back-up to other team members

• Implementation 10%
• Support the implementation team with data collection during the implementation process, and ongoing for client expansions
• Coordinate and compile the collection of supplier data and information sheets for supplier set up in the system
• Set up new client users, embedded workers, job titles, and other system data elements as needed
• Provide user training to Client and staffing partner users as needed
• Train Client Services Professionals and operations team members as needed
• Ensure project documentation is updated and archived weekly and can be retrieved for audit, review, and legal purposes
• Perform project administrative duties as needed
• Other duties and special projects as assigned.

• Account Maintenance 90%
• Support day-to-day operations for complex MSP programs
• Act as liaison between client and suppliers on requirement issues while maintaining the integrity of our Service Level Requirements.
• Monitor requisition approvals from business group leaders
• Ensure job requisitions have adequate candidates and filled in a timely fashion
• Screen candidate resumes as needed, for skills match and quality, and short list submissions for manager’s review
• Coordinate candidate interviews with managers, as needed
• Follow up on new contingent worker on-boarding requirements and coordinate with suppliers and client managers as needed
• Ensure supplier markups are within their contractual guidelines
• Manage weekly timecard approval process and troubleshoot any issues
• Collaborate with corporate billing to ensure the timely delivery of accurate billing by completing all tasks involved in the payroll process by the approved deadlines.
• Act as the point of contact between AgileOne Corporate and suppliers for any contractual, accounting or payment inquiries.
• Act as point of contact for administrative systems issues between client or suppliers and Corporate ITTeam.
• Coordinate and ensure the timely delivery of reports to the client or suppliers.
• Act as the point of contact between AgileOne Corporate and suppliers for any contractual, accounting or payment inquiries.
• Train and mentor other Client Services Professionals and program team members for optimal support
• Identify and communicate process improvement opportunities.
• Promote opportunities for other ActOne Group Companies when possible.
• Other duties and special projects as assigned.
• Management of Contingent Workforce (Accounts where ActOne is a staffing supplier)0-10%Identifying qualified applicants, conducting interviews or screenings, administering tests, checking references, and evaluating applicant’s qualifications and other processes associated with staffing fulfillment.
• Orients, counsels and terminates contingent workers when necessary.

SUPERVISORY RESPONSIBILITIES/# OF STAFF: May need to provide guidance to the other client services team members in the absence of the Program Manager.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to learn proprietary technology

Excellent verbal and written communications.

Ability to work from home if required

Professional appearance.

Able to prioritize multiple tasks without compromising service or quality.

Able to work independently with minimal supervision.

Excellent organizational skills.

Ethical, fair and professional conduct in all candidate, client, and peer interactions.

Flexible, accountable and a team player.

Available to work overtime.

Able to work well in a fast paced environment.

EDUCATION REQUIREMENT: High School Diploma required, with some college work; Preferred Associates (A.A.) two-year or Bachelor's degree (B.A.) from four-year college or university; five (5) years of industry related experience; or equivalent combination of education and exp

erience.

JOB EXPERIENCE REQUIREMENT: At least five (5) years of proven experience in customer service as well as human resources related activities such as recruiting/ staffing, customer relationship management, business development, and supplier and contractor management.

Preferred - Experience with on-site/corporate operations with contingent staffing including staffing vendor management for Fortune 500/1000 clients.

LANGUAGE/COMMUNICATION SKILLS (written & verbal):Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedural manuals.

Ability to present information effectively and to respond to questions from groups of managers, clients, customers, and the general public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS: Proficient in: Windows, MS Word, MS Excel, PowerPoint, E-mail, Outlook and the Internet. Ability to become proficient in: All AgileOne and ActOne Technology.

OTHER SKILLS REQUIREMENTS: Ability to calculate figures and amounts such as mark-up percentages, bill rates, discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS: None required. MARGINAL FUNCTIONS (for each function listed, indicate % of time):Other job-related duties as assigned: ~10%

WORK ENVIRONMENT/ PHYSICAL OR MENTAL ABILITIES: The demands described here are representative of those that must be met by the employee to successfully perform the essential functions of the job with or without a reasonable accommodation.