Role Summary/Scope
To ensure the successful delivery of all services and performance within the scope of the MSP and resolve any issues that would impede this. This is a hands‑on role with accountability for end-to-end process delivery for the allocated client or client business areas. Responsible for delivering highest level of customer satisfactions for services.
Key Responsibilities & Duties
- 1.Lead the delivery of all services within the scope of the MSP within the contractually agreed timescales, following agreed processes and utilising group supply wherever appropriate
- 2.Become an expert in all areas of the support service and covering open roles as required.
- 3.As Team Leader, ensuring adequate staffing levels of the account exec team inclusive of annual leave and rota management where appropriate.
- 4.Monitoring of performance against contractual service levels (KPI’s/SLAs), identifying opportunities for productivity and service delivery improvements or cost reduction
- 5.Management of relationships with Mid and Senior level stakeholders
- 6.Understanding client challenges and providing resourcing advice to address these; provide insights to customers to ensure that they get maximum value out of the services
- 7.Issue management: from investigation through to complete resolution
- 8.Troubleshooting of any performance failures and developing solutions
- 9.Actively working with group companies to increase volume of workers supplied to the client under the MSP
- 10.Utilisation of business intelligence to provide insights to the client and analysis of financial information to identify opportunities to increase client savings and revenue
- 11.Demonstrate and document a proactive approach to continuous service improvement by positively challenging performance and identifying ways to make efficiencies whilst driving performance.
- 12.Ensuring that there is no off-contract spend
- 13.Ensuring agreed processes are always adhered too
- 14.In‑depth understanding of VMS365 and ensuring client adopts this technology
- 15.Delivery of client training and process briefing sessions
- 16.Input and attendance at contract performance review presentations
- 17.Alongside the Supply Chain Team, management of recruitment partner performance including regular review meetings
- 18.Development of strong working relationships with recruitment partners, Bookings Executives and Customer Support Exec
- 19.Holding weekly meetings with the Bookings Team, compliance Team and the Query Management Team to review progress on all jobs, priority candidates and escalated queries; providing guidance and resolving any barriers.
- 20.Escalating to Client Relationship / Account Director any Level 1 and 2 complaints or issues that can’t be resolved.
- 21.Supports and conducts continuous improvement activity, simplifying processes and operations to maximise efficiencies where possible.
- 22.Occasional support of new business development presentations on an ad-hoc basis
Experience, Skills & Qualifications
- Ability to forge relationships and establish position as a trusted advisor
- Able to engage with stakeholders at different levels and can adapt style appropriately; ability to influence stakeholders to achieve desired outcome
- Takes ownership of and executes tasks seeking advice where required
- Consultative approach: identifies issues and able to propose solutions
- Prior experience of working in MSP solutions environment and the end-to-end processes to support it
- Knowledge of applicable regulations such as IR35, AWR, WTR etc.
- Detailed understanding of VMS technology
- Commercial awareness – assesses commitments and impact this will have on the business
- Thrives in a fast‑paced, service‑delivery environment where priorities change quickly
- Good planning and organising skills
- MS Project, Excel, Visio and PowerPoint – Intermediate
Desirable
Knowledge of the NHS, Social Care or Private Healthcare sector(s)
Key Competencies -Required level (1 to 4)
- 1.Leadership - 2
- 2.Developing Self and Others - 2
- 3.Communication and Influencing - 2
- 4.Customer Focus - 2
- 5.Managing Change - 2
- 6.Decision Making - 2
- 7.Planning and Organising - 2
Detailed definitions of each competency and level can be found in the Retinue Competency Framework document
Notes
This job description aims to provide the employee with an accurate and concise summary of the job and its main duties and responsibilities. It is not however intended to be restrictive or absolute. This job description will be revised as business needs require.
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