About the Role

Mangit is engaged by our clients as a Managed Services Provider (MSP) to deliver an end-to-end solution for sourcing, onboarding, management, and reporting of their Contingent Workers. The Sr. Client Services Consultant (Sr. CSC) is most often onsite at a client location, responsible for the day-to-day delivery and management of Magnit’s client service offerings including but not limited to Software as a Service (SaaS), Data as a Service (DaaS), Contractor Compliance, Employer of Record (EoR) and Managed Service Provider (MSP) Solutions.

The Sr. CSC is an onsite supervisory role to provide optimum customer service to both external and internal clients with a primary focus on meeting Magnit’s contractual services outlined in the Scope of Work and financial goals.

As a business partner, the Sr. CSC regularly interacts with representatives of Client corporate functions (Procurement, Talent Acquisition, Human Resources, Information Technology, etc.) and third-party Suppliers. In addition, the Sr. CSC works closely with Magnit colleagues from various departments who are instrumental to delivery excellence.

Depending on the size of the onsite team, the Sr. CSC responsibility may be limited to one product (employer of record, contractor compliance or staffing desk) or may span over multiple product lines and staff supervisory duties. Streamlined process flows, equal distribution of workloads amongst team members, and initial problem resolution are all job requirements of the Sr. CSC role. This role acts in an autonomous fashion and acts as the liaison between the team members and the Manager, assuring proper flow of communication in both directions. The Sr. CSC is a team lead, whose business conduct and professionalism set an example for the other team members.

The Sr. CSC reports to the Manager and must maintain quality customer service and day-to-day site operations A Sr. CSC must conduct oneself in a manner which is respectful and compatible with their client environment. As an “invited” guest onsite, the Sr. CSC must be diligent in respecting the client’s culture, expectations, and codes of conduct. A strong solutions-oriented approach and business savvy customer service manner is required at all times.

What You Will Do

General Functions

• Ensure that team is following day-to-day procedures so that operation functions efficiently
• Implement new processes and enhance current process to strengthen efficiency
• Maintain “Standard Operating Procedures” manual so that information is consistently updated for use at any time should back up support be required
• Meet with client hiring managers on a regular basis to gauge satisfaction and develop a trusted advisor relationship
• Maintain accurate and complete vendor management system (VMS) records for all in-scope workers
• Manage the resolution of serious or complex issues that may jeopardize Magnit’s reputation with the client, supplier, or that require the involvement of senior Magnit resources, utilizing the Manager or other internal partners for support
• Apply sound judgement and good decision-making skills when handling critical Employee Relations issues. Resolve and follow through, in a timely manner, all issues related to the worker, either at the request of the worker or that of his/her manager
• Coach and counsel client managers as needed in a manner that yields collaboration and risk mitigation
• Consistently exhibit friendly, professional customer service and problem-solving capabilities
• Train new team members on learning systems and procedures
• Conduct critical training with all end users related to co-employment, harassment prevention, etc. to ensure compliance and mitigate risk
• Complete background screening adjudication and provide a full analysis and recommendations for either denial or clearance of workers
• Complete job description analysis for worker engagements and provide initial FLSA classification recommendation.
• Stay up to date on and have a good understanding of all general HR labor laws and compliance

Staffing Desk

• Oversee and manage the fulfillment of temporary requisitions through the vendor management system (VMS)
• Proactively meet with hiring managers to qualify requisitions and share requirements with suppliers
• Actively ensure optimal communication between hiring managers and suppliers to yield timely and effective fulfillment
• Educate and guide hiring managers on appropriate market bill rates based on review of the job duties and supplier candidate submission to ensure appropriate rates and timely requisition fulfillment
• Conduct requisition intake calls with suppliers
• Efficiently manage the relationship and performance of the approved suppliers and managers
• Coach and counsel suppliers as needed in a manner that yields collaboration, improved supplier performance, satisfactory Magnit service delivery, and risk mitigation.
• As needed, determine and recommend to add niche suppliers to ensure timely fulfillment of all requisitions with high quality candidates and to satisfy compliance objectives
• Identify process efficiencies and recommend implementation to the Manager
• Manage the resolution of any serious or complex issues that may jeopardize Magnit’s reputation with the client, supplier, or that requires their involvement identifying and determining the need to include internal expertise, functional partners, or the Manager for support
• Consistently exhibit professional customer service by providing compliant recommendation based on the client’s needs
• Conduct critical co-employment training to end users in efforts to ensure compliance and mitigate risk
• Coordinate and deliver Supplier Forum and/or Supplier Optimization
• Assume ownership for program-related projects and deliver within defined timelines
• Provide leadership to the team and act as first point of escalation
• Provide consistent and timely updates of problems and their resolution to the Manager

1099 Compliance

• Manage the in-take of all necessary project information, including Manager Questionnaire, Scope of Work and Vendor Business Validation Application, to enable a timely and thorough classification assessment
• Based on the information collected, determine whether Independent Contractor Screening is required and follow procedures as defined in the SOP
• Partner with the Magnit Contractor Compliance Services (CCS) and ScoreDesk teams to perform the full analysis
• Determine when additional expertise is needed and escalate difficult situations to the Score Desk and facilitate conversations with the hiring manager, client sponsor or independent contractor
• Provide ongoing education on the issue to hiring Manager, independent contractor and procurement buyers.
• Manage flow of the screening process from in-take, partnership with internal partners, communication to appropriate parties, through to resolution. Ensure turnaround times are met and resolution is achieved in a timely manner
• Ensure VMS documentation and complete record keeping are maintained at all times
• As deemed necessary, manage escalations to the appropriate client contact (Legal, Purchasing, Risk, HR, Security)
• Manage escalations to the appropriate Magnitr resources (Manager, CCS and ScoreDesk)
• Ensure consistent and thorough communications to all involved parties with the intent of accomplishing a satisfactory experience for all parties involved
• Generate regular contingent utilization reports to both internal and external customers

Client

• Ensure that team is meeting all deliverables outlined in the ‘Scope of Work’ and act as point of escalation to the team members as needed
• Proactively meet with hiring managers to be viewed as their business partner
• Lead by example and instill a work standard in a manner respectful and compatible with client’s environment
• Establish yourself as the second in command and a team lead
• Consistent follow through and leadership through a solutions-driven approach, so that issues are resolved successfully in a timely manner
• Demonstrate good judgment and decision making abilities

General Responsibilities

• Ensure work is performed in a manner respectful and compatible with client’s environment
• Develop positive and professional relationships with client users of Magnit program and with internal colleagues
• Consistent follow through so that issues are resolved in a timely manner
• Initiate proactive meetings with end users to gauge satisfaction and to identify opportunities for improvement. Communicate this to the Manager and propose recommended solutions
• Answer incoming phones calls and emails within two hours, in compliance with established SLAs
• Ensure data and notes are entered into the VMS before leaving work daily
• Secure all confidential records in locked cabinets
• Generate and analyze all required weekly reports to both client and Magnit on a timely basis
• Follow all required client and Magnit mandated procedures and policies during the exercise of their responsibilities
• Display integrity in the use of equipment, resources, and materials

What You Will Need

• College Degree, AA or equivalent experience
• 5+ years of experience, U.S staffing industry operations, HR/recruiting, and   customer service is preferred along with MSP experience.
• Experience working with the Non-IT requirements for the client.
• Ability to communicate effectively in writing, verbal, and interpersonal.
• Able to interact and communicate with all levels of staff and clients.
• Must have good customer service and administrative organizational skills
• Able to lift up to 20 pounds, bend, stoop, sit at desk for extended periods of time, and to move about from building to building.
• Detail oriented, critical think, problem solver.