Posted on: 2018-08-10

Job type: Permanent

Sector: Legal and Professional Services

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Responsible to direct operations and relationship management within the Americas region for a designated strategic account for Hudson's RPO & Talent Management practice.

Position Summary:
Responsible to direct operations and relationship management within the Americas region for a designated strategic account for Hudson's RPO & Talent Management practice. Primary responsibilities include developing and executing strategies and leading an account delivery team in order to maximize client revenue, profitability, compliance and satisfaction. Accountable to meet the client's contractual commitments and service level agreements and to optimize client delivery in an efficient, high quality, timely, cost effective manner while leveraging shared services and using a continuous improvement approach.
Essential Job Functions:
Strategy & Financial Management - Develop, plan and execute strategic account-related business strategies resulting in increased, profitable business. Budgeting and P&L management also required.

Sales Support - Provide relevant data and subject matter expertise to sales/business development staff related to the designated account, as well as accounts in pursuit or those undergoing solution design. Potentially participate in prospect presentations/interactions.

Operations - Develop policies, procedures and initiatives designed to continuously improve efficiency and productivity within the designated account. Execute and manage standardized account planning/delivery and relationship management methodologies that result in innovative solutions that meet the client's needs and contract commitments while managing scope, resolving complex issues, minimizing risk, leveraging shared services and lowering costs.

Relationship Management - Lead the account relationship to proactively expand existing relationships, improve client satisfaction, strengthen client commitment, ensure client retention and increase account revenue/profitability. Ensure staff meets contractual commitments and service level agreements. Identify and resolve issues that might prevent the client from agreeing to serve as a reference. Proactively engage internal and external stakeholders as needed to develop the account, plan for future needs and to ensure successful outcomes. Lead formal and informal client business reviews to foster relationship management and business development goals.

People Management - Hire, train, manage and develop staff for the designated account in one or more onsite or remote/virtual locations. Provide employees guidance regarding methodologies, techniques and specific role-based skills. Use a continuous improvement approach to enhance productivity, staff utilization/capacity and quality in order to achieve client satisfaction. Conduct ongoing coaching and complex problem resolution in order to develop and maintain a highly effective team and to foster employee engagement.

Performance Management - Identify and communicate performance expectations to staff, utilizing key performance indicators (KPIs). Measure, evaluate and manage performance utilizing Hudson's performance management process, using a coaching approach that encourages professional development in support of company business objectives.

Requisition Fulfillment - Ensure requisition fulfillment on an ongoing basis as well as during peak times, during turnover and to support other business needs.

Reporting - Analyze reporting that provides visibility, insight and status of Operations and Relationship Management activities and results for the designated account (e.g., metrics pertaining to client business usage, KPIs/SLAs, productivity, staff utilization/capacity, quality, etc.). Use data during business reviews and to enhance Operations and Relationship Management within the account.

Compliance - Ensure individual and team compliance to policies, procedures, client commitments and regulatory requirements is achieved. Also ensure required information is entered and maintained in company systems consistently, accurately and timely, individually and for staff.

Training - Train new internal staff on processes, tools, and technology with focus to optimize Operations and Relationship Management within the designated account.

Collaboration - Work collaboratively with RPO & Talent Management practice team members to ensure alignment globally and domestically, between Sales/Business Development, Implementation/Quality, Operations/Relationship Management and Consulting Services. Contribute to cross-functional work to support the use of leading practices and techniques and to ensure high quality while reducing the cost to serve.

o Change Management - Proactively lead staff through change initiatives in a way that fosters and positively impacts the client and Hudson's continuous improvement approach.
o Cross Practice Awareness - Foster cross-practice awareness and collaborate to optimize Operations and Relationship Management opportunities.

Networking - Network within the client's industry contacts, association memberships, trade groups and social networking sites to learn how the client's industry impacts our client relationship and to ensure a funnel of candidates needed for internal and client-related positions. Also network within the RPO industry to enhance industry knowledge. Promote Hudson and the business, representing the company in a professional manner.

Competitive Analysis - Monitor client, market and competitor activity and provide feedback to company leadership team and other company functions.

Travel - Travel for in-person meetings with clients and employees to support Operations/Relationship Management functions and to develop key business relationships.

Perform special projects and other related duties as assigned.

Essential Job Requirements:
Bachelor's degree in Business Administration or related field. Relevant work experience may be used in lieu of degree.
Minimum of 5 years recruitment operations supervision and relationship management experience. Experience with national or global business and exposure to shared services preferred.
1. Proven track record of successful experience managing recruitment operations and client relationship management
2. Ability to contribute to strategic account planning efforts
3. Demonstrated ability to lead people, work collaboratively and get results through others
4. Ability to resolve complex client and internal issues in order to provide the most cost-effective, deliverable solutions
5. Ability to conduct presentations and lead client business reviews
6. Ability to use a continuous improvement approach to manage and execute policies, procedures and business initiatives
7. Proficient interpersonal and communication skills (oral and written) as well as presentation capability
8. Ability to organize and manage multiple priorities in a fast-paced, dynamic environment
9. Employee training and development capability
10. Experience with enterprise applications and willing to ensure consistent use throughout the designated account team
11. Proficiency with MS Office: Word, PowerPoint, Excel
12. Ability to travel (approximately 25% of time)
13. Commitment to Hudson's core values - integrity, respect, collaboration, empowerment and responsibility
1. Knowledge of RPO business
2. Familiar with quality management programs (e.g., ISO, Six Sigma)
3. Project management knowledge
4. Familiar with shared services model
5. Familiar with knowledge management applications (e.g., SharePoint, Clarity)

Hudson (NASDAQ: HSON) helps clients achieve greater performance by attracting, selecting, engaging and developing the best and brightest specially skilled professionals - people like you - for their business. We possess deep expertise across multiple disciplines and industries, including accounting and finance, legal, IT, sales and marketing, and more.

Hudson ( is an Equal Opportunity Employer and does not discriminate against applicants due to veterans status or on the basis of disability. We participate in the E-Verify program as allowed under federal and state law and in accordance with our executed Memorandum of Understanding with the Department of Homeland Security.



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Hudson is a leading provider of recruitment, contract professionals and talent management solutions worldwide.

We are committed to ensuring that all job applicants are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
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Reference: JO-1807-744
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