Client Services Manager

Morgan McKinley is looking for a Client Services Manager to join our Talent Solutions team, based in Toronto.  This is an exciting opportunity for an agency Recruiter whose strengths are are building on existing client relationships in addition to sourcing top talent.  Ideally we’re also looking for someone who can speak Spanish and/or Portuguese fluently. 

Who We Are
Morgan McKinley is a Global Talent Services company, offering the full spectrum of solutions to meet your resourcing needs. With offices in 10 countries, each and every one of our 1000+ employees shares a belief in the power of helping others realise their goals. Because when you succeed, we succeed too.

The role 

• Responsible for leading a team, taking ownership and accountability for operational excellence and delivering exceptional results for the client(s) under your remit.
• Build an agile change culture and positively champion and embrace the new. 
• You own pivotal relationships with hiring managers, HR partners and other relevant stakeholders. 
• You hold yourself and your team accountable for delivering an exceptional end-to-end recruitment service ensuring all client SLA's and KPI's are met or exceeded. 
• You lead from the front by cultivating a high performance, open and honest feedback culture and show a genuine interest in your people and your clients' success.
• Track your team's progress against agreed client SLAs, proactively taking steps to mitigate risks, resolve performance issues and improve results
• Utilise MI to improve the efficiency and effectiveness of current processes pivoting as necessary to achieve optimum results
• Continuously evaluate and enhance the recruitment delivery process, identifying opportunities for automation
• Identify and develop sourcing strategies to maintain “best in market” talent pipelines/pools
• Oversee and measure the effectiveness of sourcing channels to optimise the sourcing strategy
• Oversee and be accountable for the consistent use of systems to optimise data usage and integrity
• Build strong relationships with your peers across the globe,  sharing best practices and promoting global mobility

Client

• Ensure all client updates and information are communicated in a timely way to the team

• Build strong relationships with your peers across the globe, sharing best practices and promoting global mobility
• Ensure a great customer experience allowing our clients to love us,  to consistently secure contract renewals and extensions   
• Continuously look for ways to Add value and Go Beyond the standard recruitment process - defining client expectations and deliverables ensuring your teams exceed them
• Become fully immersed in your clients' organisations, building strong relationships with hiring managers, HR partners and other key stakeholders to understand their recruitment needs and provide exceptional service in line with SLAs
• Ensure your teams are a seamless extension of the client’s organisation by having a deep understanding of their business,  EVP and culture.
• Serve as the primary point of contact for the Clients Solutions Director for dealing with client inquiries, addressing concerns, and resolving issues in a timely manner

• Get close to your clients making it your mission to know what we are doing well and where we can improveal

Team responsibilities

• Set clear goals and objectives for your team and yourself and monitor performance to ensure targets are consistently exceeded. 
• Lead and inspire your team providing guidance, training and support to maximise their performance and productivity.
• Conduct regular performance evaluations in line with the rhythm of the organisation
• Provide open & honest feedback, and identify opportunities to develop individual’s strengths, delegate responsibility and ensure optimal resource utilisation
• Ensure any individual performance management issues are dealt with in a timely, effective manner and in line with HR guidelines

What we are looking for 

• Proven track record of operating within a Talent Acquisition environment (In-house/RPO/Agency) with a minimum of 3 years at a Senior / Manager level. 
• Ability to recruit across multiple disciplines with an emphasis on commercial roles. 
• Experience of working in / hiring for the North and South American markets
• Exceptional technical recruiter with strong knowledge of recruitment strategies,  and best practice
• Proven success in delivering operational excellence and building high-performing teams.
• Exceptional relationship-building capabilities and emotional intelligence - Self Awareness and Awareness of Others
• Exceptional communication and interpersonal skills, with the ability to effectively engage with clients, candidates, and colleagues
• Passion and commitment to delivering for our clients, consistently achieving targets, developing long-term relationships and building platforms for growth
• Fluency in English along with either Spanish or Portugese. 
• Ability to excite, and inspire the team to become productive contributors
• Excellent team leadership and people management skills 
• Flexibility to travel to our client’s site when required. 

What we can offer you

• Competitive benefits package
• Hybrid & flexible working
• Significant earning potential with uncapped commission
• Clear career progression 
• Monthly and quarterly team events 
• Warm desk with established relationships; Fortune 100 clients
• Award winning in-house training and leadership development programmes 
• Sabatical (starting at 5 years service)
• A platform to use our brand and reputation to help you develop your personal brand 
• A commission structure paid monthly that really honours your hard work
• Global relocation opportunities (North America, Ireland, UK, APAC) 

Our Values and Culture

We simplify the complex
We find straightforward solutions and break down complex problems.  People thrive on clear-headed thinking and so do the organisations we partner with. Providing clarity, efficiency and simplicity in addressing challenges or tasks that may at first seem complicated or overwhelming is at the cornerstone of this value. Why? Because it’s simply a better way to work.

We succeed together
We all win when we work together.  People and partnerships have always been the heart of our business, and they always will. We collaborate as one team, supporting each other, working together and sharing success. Success is not an individual endeavour but rather a result of the combined efforts of a winning team, working towards a common purpose.

We go beyond
We don't settle for good, we aim higher and reach for greatness.  This value signifies our dedication to innovation, continuous improvement, and exceeding expectations. It encourages us to push beyond boundaries, explore new possibilities, and strive for excellence in everything we do. It reflects a mindset of continuous learning and growth and a constant pursuit of excellence and advancement.
At the core of our Go Beyond culture, are these three values, which are driven through every aspect of our business. Our company culture embraces someone who takes pride in their work, believes in going beyond for their clients and candidates, has an entrepreneurial spirit and enjoys working in a highly collaborative and diverse team.

To discuss this opportunity further, please apply now or get in touch with Jabrien Bains, Talent Acquisition Manager.

*Please note, only shortlisted candidates will be responded to.

At Morgan McKinley we are committed to creating a workplace that embraces and celebrates diversity, equity, and inclusion. We believe that our strength lies in the diverse backgrounds, perspectives, and experiences of our team members.