The Managing Director is responsible for and provides oversight of the entire delivery process of a given office and ensures client satisfaction through the delivery of exceptional customer service characterized by mutual respect, understanding, and trust.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee all activities related to the delivery process within a given office or marketplace for a specific product
• Responsible for hiring and supervision of a team of  Directors, Market Managers, Account Managers, Recruiters (in some markets), and other staff as appropriate
• Responsible for training and career development of team members
• Set daily activity goals for team, ensure attainment of set goals, and provide day-to-day guidance and direction.
• Conduct weekly one-on-one meetings with team members and perform account reviews with all Account Managers and Directors
• Ensure accounts and job orders are prioritized accordingly
• Develop service and delivery plans in support of organizational strategies and objectives.  Recommend improvement of strategies based on market research and competitor analyses. Oversee implementation of approved strategies and initiatives
• Analyze operational and financial data; prepare forecasts and projections
• Identify customer needs and be continuously alert and responsive to changing customer business environment and needs.  Communicate to account management team accordingly
• Serve as the quality checkpoint associated with the service and delivery process
• Provide ongoing performance feedback to each team member, both informally and through the formal performance evaluation process.  Drive performance accountability for all Directors, Market Managers, Account, Managers, and Recruiters.
• Provide support by accompanying team members to key client visits when appropriate
• Ensure day-to-day business is conducted within compliance of corporate policies and procedures
• Develops and executes daily plan.

SUPERVISORY RESPONSIBILITIES:

• Supervise activities of Client Services department staff.

 KEY SUCCESS INDICATORS/ATTRIBUTES:

• Demonstrate a strong commitment to exceptional customer service and leadership among peers.
• Demonstrate strong commitment to a team environment and a client focus.
• Demonstrate well-developed verbal and written communication skills
• Proficient at handling difficult situations with professionalism and respect
• Ability to develop an independent viewpoint and present a compelling business case to support recommendations
• Possess sound judgment and reasoning abilities
• Exhibit strong drive for results and success; convey a sense of urgency to achieve outcomes and exceed expectations; persist despite obstacles, setbacks and competing influences
• Ability to develop and maintain relationships with key business partners by building personal credibility and solid trust
• Ability to self-motivate and self-direct.
• Possess strong time management and organizational skills
• Proven ability to gain access to and cultivate strong relationships with hiring managers
• Aggressively look for opportunities to sustain regular contact with clients and improve client retention
• Clearly demonstrate expertise within functional discipline
• Commitment and adherence to company Core Values

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