People Manager
6 days ago
**Company Overview**
Allegis Group is a multi-branded specialist in providing tailored staffing solutions to market leading clients. As the largest privately-owned staffing company globally, we consistently outperform our competitors and continuously deliver on our promises.
With staffing at the core of what we know best, we understand how important people are to any business, therefore at Allegis Group we invest in the training and development of our people, offering continuous opportunity to those who earn the right.
Our goal is to become the staffing and services company others aspire to be.
**Role Outline**
The Field Support team are responsible for the full contractor lifecycle including on/off-boarding, payroll, and customer support. As a Business Support Manager (BSM) you will be responsible for a team of Customer Support Associates (CSA) who manage a largecontractor base.
**Core Responsibilities**
**_Internal Recruiting_**
- Recruit, interview, hire, counsel and offboard Field Support personnel for their assigned office
- Conduct internal new hire orientation
- Ensure the consistency, quality, and timeliness of new hire onboarding process, including ordering any necessary equipment/technology and ensuring it is ready prior to their start date
**_Team Development_**
- Oversee training and development needs of Field Support personnel, including regular performance assessment and goal setting
- Evaluate talent and align to individual/team growth goals
- Set expectations, ensure compliance and recognize success
- Ensure FSG team’s awareness and job performance align with the office, FSG and company strategy
- Ensure FSG team’s daily execution of tasks/activities reflect our organizational philosophies (Guiding Principles, 1:24 Rule, Team Rule)
- Support ad-hoc duties
- Gain the trust and respect of others to create a high performance environment
**_Customer Service_**
- Ensure outstanding customer service is given to all customers (internal and external)
- Partner with internal leaders and department managers to address escalated issues and/or special projects and ensure timely resolution with appropriate follow up
- Develop strong relationships with senior sales teams to support team objectives
- Engage with FSBP to manage change across the team and to seek improvement opportunities, identify and implement solution
- Communicate weekly with Snr BSM: administrative team, operations, reports, compliance of operations etc.
**_Operational Excellence_**
- Review and training of the office performance scorecard and business process goals, including timely response to compliance reports
- Review Key Performance Indicators (KPIs) on a regular basis and take action when necessary
- Track individual, divisional, office and regional performance. Monitor processes for improvement and implement updates with training as needed.
- Establish the level of service and expertise required to all team members and corresponding responsibilities
- Maintain a high-level overview of key systems and processes, acting as SME for the team
- Retain the capability to undertake CSA’s duties if required in order to maintain service delivery
- Responsible for auditing certain business critical data
- Ultimately responsible for individual/team business performance
- Special projects as assigned
- Able to quickly analyze and respond to multiple situations, ensuring prompt resolution
- Auditing operational output of Associates, ensuring the highest levels of standards and accuracy are upheld
**_Management Responsibilities_**
- Executes supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
**Skills/Behaviours**
- 1 + years experience of managing a small to medium sized team
- Action and detail oriented; able to prioritize while handling multiple tasks
- Seeks growth and self-improvement through feedback and excellent business ethics
- Previous experience of working in a sales related environment would be desirable
- Ability to inspire and drive action
- Strong problem solving and analytical skills
- Relationship management experience with customer focus
- Capability of working in a team-oriented environment that is fair, open and honest
- Thorough knowledge of business policies and relevant human resource practices
- Excellent leadership and interpersonal skills
- Excellent written/oral communication and interpersonal skills
- Strong decision making ability; is looked to for direction in a crisis
- Ability to initiate action in order to accomplish goals or develop self without explicit instructions
- Ability to maintain professional relationships with internal and external customers
- Ability to tackle complex issues and develop innovative, practical solutions
- Understanding of the Allegis organization; context, complexity, dynamics, key issues and drivers
- Understanding how information impacts the operating company and how data will be used to support operating company decisions
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