Client Services Manager

Location:
Edinburgh, United Kingdom (Onsite x 2 days/week)

Job Type & Duration:
Permanent – Full Time

Contingent Workforce Solutions experience is a must.

Join our World of Talent.

Global, culturally diverse, inclusive, and innovative - welcome to AMS, where talent is our world. Over the last two decades, AMS has redefined the landscape of talent outsourcing and consulting. From pioneering the concept of RPO to continually revolutionising how organisations approach talent acquisition, AMS stands as a world leader in the industry.

Committed, engaged, and inspired, we feel a real sense of belonging, and all have one thing in common: a real passion for talent. Become part of this world and make a difference with us.

The Role

Are you passionate about
Client Services Management
? Then, let's talk

The
Client Services Manager
is responsible for the delivery and operational leadership of Team Leaders / Recruiters & Sourcers for one large regional complex solution or multiple regional teams. Supporting the Senior Manager/Client Services director in driving the achievement of the function's commercial and people strategy; managing their teams to fulfil all contractually agreed service and quality thresholds.

Ensuring that your team have the tools, training, and support that they need to attract, find, and engage great talent. Responsible for ensuring that your team partner with candidates, client recruiters and hiring managers - providing feedback, insight, and advice, delivering an experience that is authentic, engaging, and professional.

Working as a trusted partner with Client Services Leadership team, act as the primary point of escalation for any day-to-day operational issues. The role is also responsible for reporting performance and progress of all client accounts in accordance with the agreed governance arrangements.

This role is an
Individual Contributor
.

Key Accountabilities

What you'll be doing

Delivery Management/Performance, Compliance and Finance

• Input in to, and action, account budget and reforecast processes
• Responsible for ensuring wider team understands the account's commercial model, and their role in helping achieve its strategic priorities and KPI targets
• Accountable for accurate and timely reporting of operational performance from both an AMS and client perspective.
• Drive down non-compliance for client accounts, increasing account revenue and profitability. Review data integrity across VMS
• Act as point of escalation for shared service Recruiters and Sourcers, ensuring client outcomes are being met and all teams are working toward common goals

Client Partnership

• Influence client stakeholders in correct route to market and procurement decisions
• Collaborate closely with the client to interpret hiring needs and translate them into delivery focus areas and performance goals.
• Strategically support with the allocation of resources to support the clients hiring programme, ensuring sector expertise and agility.
• Build trusted advisor relationships with client stakeholders, supporting with operational oversight and demand management. Ensure key messages are filtered to colleagues in Delivery and Sourcing.
• Handle client escalations with professionalism, ensuring swift resolution and a positive client experience.

Continuous Improvement & Growth Enablement

• Drive continuous improvement initiatives in partnership with the Performance Management CoE, identifying opportunities for process, service, and financial enhancement.
• Share insights and opportunities with the Client Services Director to expand service scope and strengthen AMS's strategic position within the account.
• Have a broad understanding on AMS services and products, with an ability to spot opportunities for AMS and feed these into the Senior Leadership Team.

Skills & Experience

You'll need to demonstrate:

• Deep CWS Subject Matter Expertise with a strong understanding of CWS processes (end-to-end lifecycle, process reviews, improvement, and innovation)
• Experience within a high-compliance environment (preferably financial services & banking / professional services / insurance).
• Demonstrable ability to build a position as a trusted advisor, engage and influence senior stakeholders towards a course of action
• Strong understanding of AMS services/offerings.
• Matrix environment experience, ability to work with and influence teams in EMEA & APAC.
• Experience working autonomously, managing multiple priorities, and liaising with clients
• Has a continuous improvement mindset
• Proactive, curious, and confident in asking questions and navigating ambiguous or new territory

Other

Why AMS?

At AMS, we recognise the value of different perspectives and experiences in prompting innovation, sparking creativity, and solving problems.

We come from every walk of life, and our culture is open and inclusive. Our people enjoy flexibility, autonomy, and being trusted to work their way. We offer you career opportunities in every direction you want to explore. It's our world but you can do it your way.

We offer:

• Full training and support
• High value and challenging work
• A vibrant, diverse, and collaborative culture
• Flexible working
• A competitive reward and benefits package*
• The opportunity to embark on a recruitment career with one of the world's leading recruitment companies

*Details may vary slightly depending on your location, local labour law, etc.

Our culture of inclusion and belonging.

We welcome applications from people of all backgrounds, and all aspects of employment are based on merit, qualifications, and business needs. We do not discriminate based upon age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other applicable legally protected characteristic.

If you require any accommodations or have any accessibility needs, please reach out via email or make a member of our Talent Acquisition team aware at any time.

Hit the
Apply now
button to get your journey started

We take pride in being Disability Confident. This helps to ensure that you can be interviewed fairly if you have a disability, long- term health conditions, or are neurodiverse. You will be shortlisted based on minimum criteria for the role and will be offered support and/or adjustments for the recruitment process if you wish.