Manager, Client Services & Support
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Job Description
Client support manager leading SHC staffing operations, compliance, onboarding, and CSA performance. Improving processes, metrics, fill rates, assignment starts, and client service delivery.
Responsibilities:
- Lead the Client Services Associate team and oversee day-to-day Client Support operations
- Oversee operational functions supporting client service delivery, compliance management, candidate submissions, and workforce onboarding
- Partner strategically with Client Services Managers, Recruiting, Credentialing, Operations, and Leadership teams
- Drive operational efficiency, improve team performance, establish best practices, and maintain service standards
- Develop and maintain scalable processes to support growth, improve fill rates, accelerate assignment starts, ensure compliance, and enhance client experience
- Review processes with the Vice President of Client & Contract Operations and adjust as necessary
- Track submissions, offers, placements, pending starts, expiring compliance, and other metrics using TRM reports and dashboards
- Train new Client Support team members and provide ongoing training, support, and resources to employees
- Enter field talent, client submissions, and compliance documents into Vendor Management Systems
- Update client information in Total Relationship Management (TRM)
- Assist Client Owners with compliance requirement reviews and TRM updates
- Provide administrative support for Buffalo office staff as requested and back up Account Managers as needed
- Delegate responsibilities to team members
- Support increases in SHC revenue and Full Time Employment (FTE)
- Collaborate with interdepartmental managers to support Client Owners and Management Teams
- Address emerging compliance issues and develop resolution plans
- Provide solutions for high-demand facilities
- Foster high morale, motivation, and teamwork
- Perform other duties as assigned
Requirements:
- Associate's Degree and/or 1-2 years' equivalent experience required
- Knowledge of proper grammar, spelling, and rules of composition
- Working knowledge of computers and software systems, including Microsoft Office products and the Internet
- Detail-oriented and highly organized
- Ability to work independently and with other team members
- Ability to organize and complete work in a timely manner
- Ability to multi-task
- Ability to communicate effectively with all levels of the organization
- Ability to sit, type, and use the phone and computer for prolonged periods
- Must successfully complete onboarding training/tutorials and attend future webcasts/trainings as required
Benefits:
- Medical Insurance - Choice of PPO and Consumer-Driven Health Plans (CDHP) with HSA eligibility
- Dental Insurance
- Vision Insurance
- 401(k) with match
- Health Savings Accounts (HSA)
- Flexible Spending Accounts (FSA) - Healthcare and Dependent Care
- Permissive Paid Time Off (PTO)
- Employee Assistance Program (EAP)
- Additional company provided and voluntary benefits
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