Account lead

Account Lead – Australia/New Zealand

Role Purpose

Providing clients with a specialist recruitment solution via managing the onsite and offsite team/s, building strong internal and external stakeholder relationships and driving recruitment delivery.

Main Accountabilities

• Key stakeholder management
  • First point of contact for client and first escalation point for any daily operational issues
  • Proactively engaging with the client to understand recruitment needs and drivers to ensure appropriate resourcing strategies are aligned and put in place and forecasting is achieved
  • Ensuring onsite team is meeting internal and client KPI's & SLA's
  • Develop and refine client processes and procedures, identify areas for improvement and implement solutions needed to streamline workflow and increase operating efficiency
  • Responsible for meeting customer satisfaction targets
  • Ongoing account development and up‐selling from existing solution and engaging with necessary Randstad colleagues
  • Managing ad‐hoc project‐based work and reporting to benefit the smooth running of the client account
  • Prepare activity reports to support effective management of information reporting.
• Operations management
  • Analyse recruitment demand, recruitment services and delivery costs to identify where improvements can be made in quality and productivity and ensure targets are met.
  • Maintain external networks with industry associations, government bodies, networking events and others, to obtain market information.
  • Develop and maintain internal RSR Operations and Infrastructure networks.
  • Manage financial and administrative processes in accordance with company policies, standards and procedures to support day to day management of the business.
  • Resolve escalated commercial and contractual issues or complaints, if needed and in line with company policy.
  • Comply with internal processes at all times.
• People management
  • Lead and manage the recruitment and induction of consultants to ensure business resource plans have been achieved.
  • Provide leadership, coaching and support to teams and consultants to ensure that they perform to the maximum of their abilities.
  • Assess and address training needs of staff to support personal development plans.
  • Provide regular communication to staff to update them on market developments, business priorities and to create a positive working environment.
  • Provide regular and constructive feedback to staff.
  • Conduct team meetings to promote teamwork, set & prioritize goals and inform on company updates.

Candidate Profile – Experience

• Expertise within the sector or business line
• Proven results as a Manager or Team Leader
• Business management experience
• Strong recruitment delivery experience
• Excellent client relationship building skills
• Expert on current trends in recruitment/talent attraction strategies
• Ability to multi‐task and manage priorities
• Excellent written and verbal communication skills
• IT skills: Microsoft Office, Google Chrome, candidate tracking databases

Behavioral Competencies

• Commercial acumen
  • Quick to gain insight into market dynamics, evaluate business potential and determine the most effective way to commence business or increase market share.
  • Proactive in maintaining a database to capture business knowledge and adheres to the market approach without exception.
  • Diligent and compliant in executing operational elements of the role in accordance with company guidelines and systems, making sound decisions.
• Customer Focus
  • Proactive in determining client and candidate needs and translates these into transparent and competitive offerings that differentiate Randstad in the marketplace.
  • Has in‐depth knowledge of client and candidate database to enable an effective match.
  • Builds and maintains long‐term relationships with clients and candidates.
• Impact
  • Has presence, gains credibility and inspires trust with clients and candidates.
  • Uses effective questioning and listening skills.
  • Can negotiate at all levels and resolve issues at first line level.
  • Clear and concise in all forms of communication and can adapt style and tone as appropriate.
• Teamwork
  • Proactive and supportive in conducting operational activities within the team and office.
  • Shares business information and knowledge to achieve a balance between individual and team objectives.
  • Gives and receives positive and negative feedback and is not afraid to address potential problems.
  • Accepts responsibility for own actions and continually looks to increase professionalism.
• Resilience
  • Retains composure in stressful circumstances by identifying key priorities, making appropriate decisions or asking for support when under pressure.
  • Accepts continuous change and communicates it constructively and positively.
• Passion for results
  • Clear mindset and drive to achieve targets, treating obstacles as challenges and having determination to overcome them.
  • Diligent in performing operational activities and willing to go the extra mile.
  • Aims to exceed targets whenever possible and seeks continuous improvement.
  • Reflects on own actions and others' reactions, evaluating consequences objectively.
• Drive
  • Wins business within predetermined target areas and timeframes, focuses on growing market share within existing clients and converting prospects.
  • Tenacious in pursuing all relevant business opportunities.
  • Takes calculated risks while not compromising quality of service or the market approach.
• Planning and organising
  • Puts together an activity plan, prioritises key actions, executes and follows up within agreed timeframes.
  • Considers the bigger picture objectively and is structured when working in a complex environment.
• Promoting (living) core values
  • Demonstrates Randstad's Group core values: to know, to serve and to trust, the simultaneous promotion of all interests and striving for perfection in everyday behaviour.
  • Acts consistently to represent the brand and maintain its image and awareness in the market at all times.

Key Performance Indicators

• Achievement of contract performance KPIs
• Client satisfaction
• Contract P&L performance against budget
• Employee Engagement

Language Skills

• English

Reporting Relationship

The Account Lead will report into the Client Services Director.

Location

The location will be advised by your manager, with potential travel to other locations.