Director of Client Service Management/ Human Resources

Scope/Complexity: · Manage and lead the regional Client Human Resource Business Partner (HRBP) teams and their resources to ensure that they deliver efficient and timely service to clients and obtain the best performance from team members. Offer human resources support for complex matters, as needed.· Responsible for driving client retention numbers up and delivering message to clients and associates regarding the value proposition. Accountable for client satisfaction and client retention.· Function as a consultant and business partner to senior management internally and to executive management at the client site.· Communicate and modify the strategies and services of the human resource team as business needs change. · Serve as overall account manager of the assigned client base as it relates to the delivery of World Class Service while maintaining profitability, including persuading clients of the value of our services, discussing with clients our pricing and invoicing philosophy in such a manner to retain the client, maintaining the client survey scores at a level established by the region’s General Manager, and providing support as needed to the sales process.· Oversee the assignment of clients to the appropriate Client HRBP based on geography, complexity, and number of Worksite Employees. Resolve complicated or high-profile client service and employment issues, including worksite employee misconduct, harassment, and terminations.· Oversee the day-to-day function of the regional Client HRBP teams, including, but not limited to providing leadership and mentorship; providing guidance to the respective teams about issue resolution, as necessary; and conducting regular department staff meetings.· Provide the Client Service Executive with recommendations regarding the hiring, progressive discipline, and termination (when appropriate) of the Client HR Business Partner teams. · Responsible for assisting in the development of the Client HR Business Partner teams and succession planning. Conduct on-site client training in coordination with the Training Department. Ensure targeted client participation in the training seminars held by TotalSource University (TSU). Co-facilitate local TSU sessions as requested.    Accountability: · Responsibility for the effectiveness of the HR organization including five to ten direct reports.· Proven formal leadership by providing support to team members to achieve goals.  Failure to achieve client goals and objectives and/or result in legal implications.  Integrity and trust are imperative.· Ability to present facts in an appropriate and helpful manner, recommend viable solutions, keep confidences, and avoiding misrepresentation is essential.  · Partner with all levels of worksite employees, including managers and executives, both internal and external while exhibiting advanced client service behaviors.· Advanced problem-solving skills: identification, solution and execution.· Make quick and appropriate decisions on employee relations issues and policy interpretation based on analysis, experience and judgment.  Qualifications: Professional Experience: · Minimum of 8-10 years progressive HR Management experience either in consulting or corporate environment and/or in an Account Management role. Must have experience with multiple larger/ complex clients, dealing with a broad range of HR-related areas at Senior levels of organizations.· Must possess an advanced understanding of the business; quickly learn the organization’s strategy and the industry. Must be able to deal with ambiguity and cope with change. Experience running and analyzing HR reports essential.· Experience in a client service environment, handling multiple external clients and ability to present ideas and programs to Executives highly desirable. Must be able to achieve results through formal channels and informal networks.· Effective communication, interpersonal and presentation skills required.· Knowledge of Microsoft Office required.   Education: BA or BS in a related field required. MBA preferred. PHR/SPHR certification strongly preferred. Benefits: A comprehensive benefit program is an important component of your total compensation. ADP focuses on continuously offering attractive benefit programs to our associates and their families.  Offering a comprehensive benefits package day one! Vacation, holidays, and personal days Tuition reimbursement Employee stock purchase plan 401(k) plan participation on day one Employee recognition and referral bonus programs And much more! Since 1946, Spherion has been helping talented individuals find rewarding job opportunities that drive excellence in their career. Through a network of 700 offices nationwide, we place 300,000 job seekers in fulfilling office professional, industrial and contact center positions every year. Put our career specialists to work for you!