About the RoleThe Delivery Manager will lead the Magnit delivery team and act as a role model for excellent client service while delivering on Magnit’s contingent workforce program(s). The Delivery Manager is responsible for customer service according to SLAs and KPIs, focusing on daily customer operations and team leadership. The Delivery Manager supervises and supports the delivery team and assures the team have the right conditions to provide best-in-class customer service in order to achieve a very high level of customer satisfaction.
The Delivery Manager’s daily activities includes (but are not limited to); oversight of Magnit’s delivery team, monitoring escalations, meeting with client stakeholders and hiring managers and building and maintaining relationships with key suppliers. What You Will Do Manage the delivery team, offering guidance and support as needed to maintain a high-performing team Monitoring SLAs and KPIs Ensure smooth delivery in all areas of service for your clients, such as contingent workforce management, Statement of Work, Compliance, Worker on/offboarding, and Risk Mitigation Conduct team performance reviews, goal setting and follow-up on goals throughout the year Talent grading and wage reviews for delivery team members Recruitment and training of new team members Review, and update internal program documentation regularly, such as Standard Operating Procedures (SOP) Identifies needs for development of tools and processes Ensure a strong understanding of client and market dynamics among all team members· Participate in required relevant internal training programs Collaborate with Magnit colleagues across other (client) teams, utilizing support and experience to identify suitable improvements to own client processes and services Work together with the Program Manager on Internal Account Reviews and Quarterly Business Development Plans.
Participate in developing account annual forecasts and monitor the team’s delivery Identifies opportunities for new service offerings and extensions of existing service offerings to support continued business expansion Act as a senior advisor What You Will Need Bachelor’s degree or equivalent working experience Excellent communication skills in Dutch and English Minimum 5 years of working experience with operational responsibility in a relevant industry with at least 1 year experience in people management Experience in a relevant area such as contingent workforce management, staffing industry operations, procurement, HR/recruiting or customer service Working knowledge of Dutch local labor and employment laws Ability to travel to alternative base locations as and when required Customer-oriented, self-motivated critical thinker with a “Can-Do” attitude!
Strong communication skills and ability to liaise effectively across all layers of the organization Proactive mindset Excellent organizational skills, able to set priorities, and responsive to requests Ability to lead, delegate, and inspire.
Job description provided by Magnit.
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