Purpose

The purpose of this role is to support the North America region Client Delivery Operations team and Consulting Delivery projects. This role manages a team of Client Delivery Coordinators, Client Delivery Analysts, and Virtual Producers. This individual is accountable for leading and coaching team members as well as critical day-to-day operations and making sure organizational and team objectives, goals, and plans are met and implemented to support the business and our clients.

Making an Impact

• Responsible for selection, hiring, and training of Client Delivery Analysts, Client Delivery Ops Professionals, and Virtual Delivery Producers. This includes recruitment, performance evaluation, coaching, and retention.

• Focus on continuous improvement, analyzing data, identifying problem areas, and implementing improvement initiatives.

• Drive engagement of Client Delivery Operations team.

• Foster and enable environment of collaboration to align goals across solutions.

People Leadership

• Manage a team of Client Delivery Analysts who are responsible for driving Solutions billing, data management, and financial reporting. Client Delivery Ops Professionals who partner on both Outplacement and Solutions Delivery projects and Delivery Producers who support live delivery of Outplacement & Solutions virtual sessions.

• The average span of control 6-8 full-time employees and 10-20 project employees.

• Manage/drive talent planning for area of responsibility and helps develop, promote, and explain the vision, objective, initiatives, and process goals.

Your Typical Day and Other Key Details

• Ensure efficiency of team processes, accuracy, and timeliness of work performed by direct reports.

• Oversee Executive transition coach matching for and administration of leadership development assessments.

• Recruit, hire, train, and oversee the virtual session Producer and Client Delivery Operations project employee (PE) resources.

• Manage support and day-to-day RightTrack processes for client delivery projects/engagements, including everything from prelim entry to closing of engagements.

• Manage workload assigned to full-time and project employee team members, shifting work as needed to ensure minimal need for overtime.

• Drive operational excellence and governance for client delivery billing, reporting, project coordination, and virtual delivery production.

• Ensure Solutions Billing Support team provides appropriate support in resolving any invoice and billing issues.

• Oversee quality assurance, quality control, and client support regarding the invoicing/billing process; ensure adherence to proper invoicing procedures and interpret and clarify invoicing policies.

• Oversee the development and execution of efficient processes, maintaining and monitoring engagement billing and creating custom reports as necessary for the Sales, Finance, Leadership, and Delivery teams.

• Provide support as a SME with internal & external projects as needed.

• Other accountabilities as assigned.

Other accountabilities as assigned.

Required

• Experience: 5 years in a related function

• People Management: 3 years managing a team.

• Education: Bachelor’s degree or equivalent work experience.

• Reporting and analytics experience.

• Experience managing invoicing and/or billing processes.

• Advanced Microsoft Excel skills.

• Intermediate skill level with Microsoft Word, PowerPoint, Teams, SharePoint, Outlook, and Office 365 apps.

• Experience with Zoom, WebEx, Teams, and/or other similar webinar technology.

Nice to Have

• Worked for a large, matrixed, global organization.

• Experience managing billing/invoicing for international clients.

ManpowerGroup is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status.

A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. ManpowerGroup is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals.

Reasonable accommodation during the interview process can be provided. Contact talentacquisition@manpowergroup.com for assistance.

Job: Project/Program Management

Organization: ManpowerGroup

Title: Manager, Client Delivery Ops Support

Location: United States

Requisition ID: 0031784