Client Experience Partner, Veteran Jobs

*Must be located in Canada*

Client Experience Partners are responsible for developing project management and project controls, varying in size and complexity. This position is accountable to ensure high quality, precision implementation of accounts into existing ManpowerGroup operational systems and processes.

A key position in the ManpowerGroup organization, responsible for building service delivery credibility and confidence to our major clients. This position has high potential financial exposure as high quality implementations can build sales or conversely seriously damage client confidence in ManpowerGroup.

Making an Impact
• Manage communication and coordination between the project team, the client, and other stakeholders
• Oversees and manages client operations and administration support activities for clients.
• Services clients through the client life cycle, resolves complex operational issues, and monitors requests through execution. Escalates complex issues and requests to more senior staff as needed.
• Responsible for managing the client’s functional requirements, by working closely with Sales and Product Management, early in the Sales cycle to determine the high-level readiness of ManpowerGroup and client.
• Manage a complex account portfolio ensuring seamless, smooth transition from integration and implementation to client maintenance.
• Works directly with entire Client Experience team and cross functional teams through multiple implementation projects concurrently.
• Ability to understand complex processes related to selling, organizational readiness assessment, legal contracts, systems requirements, requisitions, assignments, time capture, invoicing, financial set-up, on-boarding, risk, reporting, staffing and training needs. This includes the ability to manage the gathering/refinement of client requirements, design solutions, and translate them into efficient processes within ManpowerGroup systems.
• Play a lead role in planning, executing, monitoring, controlling, and closing out projects.
• Prepare and deliver presentations to clients, communications, track deliverables and define cadence for each project. Prepare concise communication and documentation for ManpowerGroup support groups and clients. Must be able to act as a liaison to the client for the Sales, Delivery, Program and Client Operations Group including strong negotiation skills.
• Project Managers collaborate directly with Sales and directly with the Client to understand needs and execute contract requirements
• Typically working on larger deals and enterprise account level clients
• Operationalize the contract including invoicing, reporting, assignment transition, payroll, onboarding requirements
• Client Experience Partners will support client implementations cross brand for ManpowerGroup US & Canada.
• Working closely with compliance and legal in the contract review process for operational requirements through the contract stage.

People Leadership
• Client Experience Partner must provide strong leadership to the assigned project team for each client implementation, in order to move projects through in a timely, high-quality manner. Must also have strong leadership stature in order to be a trusted advisor to Sales, Program, Delivery teams and Client to ensure that project expectations are properly established and will be met with confidence.
• High-profile position requiring the skill to communicate both informally and formally to all levels within a client’s structure as well as within ManpowerGroup.

Your Typical Day and Other Key Details
• Project Manage the integration of new business into the company and client’s operational systems.
• Develop and manage assigned Client Implementations ensuring ManpowerGroup’s Readiness and capability to deliver according to client requirements.
• Participate in requirements gathering early in the selling process, to ensure that project is well understood and documented and aligned with ManpowerGroup’s capabilities.
• Develop Project Charters, Project Plans, and assign tasks and manage resources to deliver high quality implementations.
• This role is accountable for implementing and delivering efficient and effective operational processes related to the client contract, pricing and onboarding as well as driving standardization of these processes. Ensuring a best-in-class experience for our associates and clients.
• Liaise between internal and external stakeholders including the field and third party vendors for logistics planning and workflow coordination and support.
• Drive and manage the Development and Support Signoffs with clients and ManpowerGroup during each phase of an implementation.
• Works closely with Legal and Sales to ensure timely and accurate operational substance in contracts.
• Ensure seamless, timely Associate transitions and MPG/Client readiness.
• Working with COG Trainers, ensure that each assigned implementation is supported by robust, timely, high-quality training for both Clients and ManpowerGroup staff.
• Communications Management with Client and internal/External Stakeholders.
• Complete and maintain client account summaries and ensure other client documentation is completed on each implementation.
• Responsible to conduct program acceptance with both clients and ManpowerGroup support groups. Including risk management throughout life of project.
• Supervise matrixed organization including direct supervision of assigned Project Professionals and cross functional Operations Analysts and matrix teams impacted by project.

Qualifications:

Required
• Bachelors degree or equivalent experience required.
• Five (5) to seven (7) years experience managing an account portfolio or account integration process required.
• Understanding of system requirements for various MPG and client applications. Ability to work with appropriate functional and brand specific teams as required.
• Very strong problem analysis and problem-solving skills including Project Management Skills.
• Ability to manage multiple priorities; flexible
• Ability to communicate technical concepts and ideas to non-technical audience
• Experience in customer-facing roles.
• Ability to understand and uncover underlying problems by asking questions to both internal and external stakeholders and thinking critically to discover solutions to unique issues.

Nice to Have
• Project Management certification is preferred

ManpowerGroup is proud to be an equal opportunity workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive equal consideration for employment without regard to race, religion, Indigenous status, age, gender, gender identity or expression, sexual orientation, the presence of any physical, sensory, or mental disabilities, protected veteran status or other legally protected status.

ManpowerGroup provides a working environment and culture that is free from barriers and seeks to correct conditions of disadvantage in employment for all, including the request for reasonable accommodation. Should you require reasonable accommodation during the interview process please contact [email protected] for assistance.
Accommodations will be made available for all who need them, including Veterans.