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Director of Client Services

Company: Infosync
Location: Wichita
Posted on: August 14, 2019

Job Description:

Job Description

Summary/Objective

The Director of HRO Client Services is the strategic leader responsible for the ongoing relationships with InfoSync's HRO client base. This position sets the tone for customer service that ultimately influences InfoSync's overall client satisfaction and retention. High level duties include building/maintaining consistency in the service level provided to clients, developing programs and processes to accelerate the accomplishment of client satisfaction and retention goals

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Strategic point of contact for senior clients, establishing strong relationships with InfoSync HRO clients
  • Successfully implements services or process changes as a result of InfoSync's HRO service offerings
  • Oversees the design, implementation, and tracking of key metrics to analyze performance relative to client service and efficiency
  • Develops additional and/or improved services which take advantage of company assets and address observed/changing client needs
  • Creates an effective process and information flow between client services team and other HRO departments
  • Works with HRO departments to investigate, analyze and proactively recommend solutions for client service issues, improvements to workflow policies/procedures, staffing needs, etc.
  • Collaborates with other HRO Leaders to continually review and enhance operational performance and strategy to build the business of current clients.
  • Serves as the ultimate escalation point, at times conducting on-site client visits
  • Provides vision, leadership and guidance to direct reports and departmental staff; coaches and mentors direct reports to ensure an energized, motivating work environment and desired business outcomes are achieved
  • Develops his/her team while directing them in finding creative solutions to both client and internal challenges, foster knowledge-sharing across all disciplines internally to ensure collaborative and informed work.
  • Works with direct reports with on employee relations including performance management, staff development, coaching, and recognition; meets regularly to assess each team member, addressing performance issues and disciplinary action as needed, identify training needs and develops plans to implement them
  • Foster a productive and empowering working environment, providing his/her team with all necessary tools and training to improve core expertise and continued career growth.
  • Participates in the hiring processes for relevant Client Services positions
  • Adapts to a changing and rapidly growing environment
  • Other duties as assigned

    Competencies

    • Strong analytical skills
    • Excellent written and verbal communications skills
    • Good organizational and time management skills
    • Demonstrated proficiency with PC software including Windows, and spreadsheets. Technical troubleshooting aptitude a plus
    • Flexibility in scheduling to meet client needs with short turnaround
    • Strong communication skills
    • Excellent motivational skills with a demonstrated ability to develop leaders

      Supervisory Responsibility

      Direct supervision of 1 to 2 department staff

      Work Environment

      This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines

      Physical Demands

      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required; it would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Specific vision abilities required by this job include close vision, distance vision, color vision, an ability to adjust focus.

      Position Type/Expected Hours of Work

      This is a full-time position. Days and hours of work are Monday through Friday. Specific shift hours to be determined at time of hire. Occasional evening, weekend, and overtime work may be required as job duties demand.

      Travel

      25% or less expected

      Required Education and Experience

      Four-year degree or equivalent education and experience with a minimum of five years in a leadership position with a proven track record of executing and meeting operational and client objectives. Experience working and influencing in a cross-functional matrix environment with demonstrated success in growing and developing subordinates and teams.

      Preferred Education and Experience

      Bachelor's degree in Human Resources with five to seven years of human resources/client services experience in a fast-paced office environment.

      Restaurant, retail industry and/or other multi-unit experience

      Experience in a fast-growth service industry; payroll or HR experience a plus

Keywords: Infosync, Wichita , Director of Client Services, Executive , Wichita, Kansas

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