Director - Client Services (10-12 yrs)

Who We Need?

Job Title: Director, Client Services

Location: Vadodara

Overview:

We are seeking an experienced and dynamic Director of Client Services to lead and manage our offshore Client Services teams across Vadodara and Bangalore. This role is pivotal to ensuring the seamless operation and success of our MSP US staffing business, driving team productivity, and enhancing customer experience. The ideal candidate will serve as a mentor and coach, fostering professional growth and excellence within the team while focusing on operational efficiency and customer satisfaction. This role requires working onsite in PST work hours (night shift) from our office location in Vadodara. Collaboration with US Directors for account planning and driving team productivity to meet customer goals is a critical aspect of this role. US Staffing & MSP experience is a MUST for this role.

Key Responsibilities:

Team Leadership & Management

- Oversee, mentor, and guide the offshore Client Services teams to deliver exceptional performance.

- Foster a collaborative, productive, and positive work environment.

- Manage team operations, ensuring alignment with organizational objectives and client expectations.

Productivity & Training

- Develop and implement strategies to drive team productivity and efficiency.

- Provide ongoing training programs to upskill team members and ensure alignment with MSP staffing business requirements.

- Set clear performance metrics, monitor progress, and address performance gaps proactively.

Collaboration & Account Planning

- Partner with US Directors to develop account plans and ensure the offshore team aligns with customer goals.

- Drive coordinated efforts to enhance team focus and productivity, ensuring delivery excellence for enterprise clients.

- Act as a strategic partner to stakeholders, providing insights and recommendations to meet client objectives.

Operational Support & Customer Experience

- Cater to day-to-day onsite support needed to enable seamless team functionality.

- Ensure that the team is fully equipped to address client inquiries, resolve issues, and enhance overall customer satisfaction.

- Act as a liaison between the offshore teams and onshore counterparts to maintain strong communication and alignment.

Hiring & Scaling

- Drive talent acquisition efforts to build a robust, scalable Client Services team.

- Strategically plan and execute team expansion to meet growing business demands.

- Collaborate with PD and leadership to onboard top-tier talent and build a high-performing team.

Client Success & Relationship Management

- Partner with key stakeholders to ensure the delivery of quality services aligned with client expectations.

- Continuously refine processes to enhance customer experience and establish the team as a trusted resource.

Qualifications:

- 10+ years of US staffing experience, with a strong focus on managing MSP business operations.

- 5+ years of experience managing a team in US Staffing, in an offshore or staffing environment.

- Proven experience in managing and scaling offshore teams in a client services or US staffing environment.

- Strong leadership, coaching, and mentoring skills with a focus on employee development.

- Excellent understanding of MSP staffing models and operational requirements.

- Ability to drive productivity, manage priorities, and deliver results in a fast-paced environment.

- Strong communication and interpersonal skills with the ability to build relationships across teams and with clients.

Ideal Candidate:

- 10+ years of experience leading multiple delivery teams in US staffing, talent acquisition, or project management within the recruitment industry.

- MSP experience and staffing experience in the US market, program management/operations, managing enterprise clients, agency staffing experience, and managing teams on large accounts are required.

- A clear and confident communicator, able to communicate effectively at all levels and functions, both internally and externally.

- Excellent collaboration and team-building skills.

- Experience managing a remote, globally distributed team in a fast-paced, high-growth environment is strongly preferred.

- Ability to travel locally and nationally, for onsite meetings