Client Services Manager - Contingent Workforce Solutions (Edinburgh Onsite)

AMS; City of Edinburgh; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global talent solutions firm is seeking a Client Services Manager to lead operational teams and ensure quality service delivery. This role involves stakeholder engagement, managing operational issues, and driving performance in a high-compliance environment. Ideal candidates will have CWS expertise and experience in financial services. Join us to make a significant impact in a collaborative workspace with flexible working options.

Benefits

Full training and support

Flexible working

Competitive reward and benefits package

Qualifications

• Deep CWS Subject Matter Expertise with a strong understanding of CWS processes.
• Experience within a high-compliance environment (preferably financial services or professional services).
• Demonstrable ability to engage and influence senior stakeholders.

Responsibilities

• Responsible for operational leadership of Team Leaders/Recruiters.
• Ensure teams meet service and quality thresholds.
• Act as primary point of escalation for operational issues.

Skills

CWS Subject Matter Expertise

High-compliance environment experience

Ability to influence senior stakeholders

Understanding of AMS services

Experience in a matrix environment

Autonomous management of multiple priorities

Continuous improvement mindset

Proactive and curious

Job description

About Us

Location: Edinburgh, United Kingdom (Onsite x 2 days/week)

Job Type & Duration: Permanent - Full Time

Contingent Workforce Solutions experience is a must.

Join our World of Talent.

Global, culturally diverse, inclusive, and innovative - welcome to AMS, where talent is our world. Over the last two decades, AMS has redefined the landscape of talent outsourcing and consulting. From pioneering the concept of RPO to continually revolutionising how organisations approach talent acquisition, AMS stands as a world leader in the industry.

Committed, engaged, and inspired, we feel a real sense of belonging, and all have one thing in common: a real passion for talent. Become part of this world and make a difference with us.

https://www.weareams.com/

The Role

Are you passionate about Client Services Management? Then, let's talk!

The Client Services Manager is responsible for the delivery and operational leadership of Team Leaders / Recruiters & Sourcers for one large regional complex solution or multiple regional teams. Supporting the Senior Manager/Client Services director in driving the achievement of the function's commercial and people strategy; managing their teams to fulfil all contractually agreed service and quality thresholds.

Ensuring that your team have the tools, training, and support that they need to attract, find, and engage great talent. Responsible for ensuring that your team partner with candidates, client recruiters and hiring managers - providing feedback, insight, and advice, delivering an experience that is authentic, engaging, and professional.

Working as a trusted partner with Client Services Leadership team, act as the primary point of escalation for any day-to-day operational issues. The role is also responsible for reporting performance and progress of all client accounts in accordance with the agreed governance arrangements.

This role is an Individual Contributor.

Key Accountabilities

What you'll be doing

Delivery Management/Performance, Compliance and Finance

• Input in to, and action, account budget and reforecast processes
• Responsible for ensuring wider team understands the account's commercial model, and their role in helping achieve its strategic priorities and KPI targets
• Accountable for accurate and timely reporting of operational performance from both an AMS and client perspective.
• Drive down non-compliance for client accounts, increasing account revenue and profitability. Review data integrity across VMS
• Act as point of escalation for shared service Recruiters and Sourcers, ensuring client outcomes are being met and all teams are working toward common goals

Client Partnership

• Influence client stakeholders in correct route to market and procurement decisions
• Collaborate closely with the client to interpret hiring needs and translate them into delivery focus areas and performance goals.
• Strategically support with the allocation of resources to support the clients hiring programme, ensuring sector expertise and agility.
• Build trusted advisor relationships with client stakeholders, supporting with operational oversight and demand management. Ensure key messages are filtered to colleagues in Delivery and Sourcing.
• Handle client escalations with professionalism, ensuring swift resolution and a positive client experience.

Continuous Improvement & Growth Enablement

• Drive continuous improvement initiatives in partnership with the Performance Management CoE, identifying opportunities for process, service, and financial enhancement.
• Share insights and opportunities with the Client Services Director to expand service scope and strengthen AMS's strategic position within the account.
• Have a broad understanding on AMS services and products, with an ability to spot opportunities for AMS and feed these into the Senior Leadership Team.

Skills & Experience

You’ll need to demonstrate:

• Deep CWS Subject Matter Expertise with a strong understanding of CWS processes (end-to-end lifecycle, process reviews, improvement, and innovation)
• Experience within a high-compliance environment (preferably financial services & banking / professional services / insurance).
• Demonstrable ability to build a position as a trusted advisor, engage and influence senior stakeholders towards a course of action
• Strong understanding of AMS services/offerings.
• Matrix environment experience, ability to work with and influence teams in EMEA & APAC.

• Experience working autonomously, managing multiple priorities, and liaising with clients
• Has a continuous improvement mindset
• Proactive, curious, and confident in asking questions and navigating ambiguous or new territory

Other

Why AMS?

At AMS, we recognise the value of different perspectives and experiences in prompting innovation, sparking creativity, and solving problems.

We come from every walk of life, and our culture is open and inclusive. Our people enjoy flexibility, autonomy, and being trusted to work their way. We offer you career opportunities in every direction you want to explore. It's our world but you can do it your way.

We offer:

• Full training and support
• High value and challenging work
• A vibrant, diverse, and collaborative culture
• Flexible working
• A competitive reward and benefits package*
• The opportunity to embark on a recruitment career with one of the world's leading recruitment companies

* Details may vary slightly depending on your location, local labour law, etc.

Our culture of inclusion and belonging.

We welcome applications from people of all backgrounds, and all aspects of employment are based on merit, qualifications, and business needs. We do not discriminate based upon age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other applicable legally protected characteristic.

If you require any accommodations or have any accessibility needs, please reach out via email [e-mail] or make a member of our Talent Acquisition team aware at any time.

Hit the Apply now button to get your journey started!

We take pride in being Disability Confident. This helps to ensure that you can be interviewed fairly if you have a disability, long-term health conditions, or are neurodiverse. You will be shortlisted based on minimum criteria for the role and will be offered support and/or adjustments for the recruitment process if you wish.