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HCM Unlocked · 1 month ago

Senior Director, Managed Services (Managed HR Services) - Remote

United States

Full-time

Remote

Director/Executive

$100K/yr - $125K/yr

10+ years exp

HCM Unlocked is a company that focuses on empowering employees and enhancing client relationships through their HR technology services. The Sr. Director of Managed Services will lead a team of HR, Recruitment, and Customer Success Consultants, providing strategic direction and ensuring exceptional client service while driving operational excellence and financial performance.

Human ResourcesInformation TechnologySmall and Medium BusinessesSoftware

Responsibilities

Manages the day-to-day operations of their respective organization, providing leadership, director development & coaching, communication, prioritization, escalation handling, and decision-making activities

Responsible for financial performance and reporting of their respective divisions and able to present from financial dashboards

Responsible for driving the optimization of labor for all customer accounts tied to HR, Benefits and Customer Success

Trains Directors and Managers on key performance indicators, how to own their team’s book of clients, and how to drive quality consultant behavior

Maintains healthy executive level relationships with key accounts and customer groups

Contributes to process improvement and technology implementation building for a consistent and collaborative client delivery experience while improving productivity

Identifies training needs and collaborates with our Learning and Development Organization to advise on content creation and iterations as the business evolves

Continuously mines for new service offerings and revenue streams

Works closely with Talent Acquisition team and participates in recruiting and interviewing new candidates

Prioritizes managing laterally with leaders in Sales, Operations, Learning and Development, HR etc. to optimize, enhance, and iterate internal business processes for HCM Unlocked

Engage with stretch assignments and ongoing projects, as needed, to guide team members during implementation of new product functionality, service enhancements, and specialized customer needs

Key contact and escalation point for your employees and clients

Develop and support HCMU sales team by partnering with and leaders to ensure product set is relevant in the marketplace and ensure the value proposition of products align with customers’ needs and sales team understands how to position HCMU HR solutions

As customer success leader, develop client feedback loop, referral program and enterprise retention strategy mitigating losses

Consistently provide individualized coaching and feedback to Directors and Managers

Qualification

HCM leadership experienceStrategic HR experienceFinancial managementCustomer success metricsHuman Capital ManagementTeam leadershipCommunication skillsOrganizational skillsTime management

Required

Prior HCM leadership experience (5 years) in leading HCM teams, in a consulting and client service-oriented organization

Strategic HR experience in service organization or HCM company

Proven knowledge of financial management, customer success and service delivery performance metrics

Proven leader that selflessly and passionately mentors /develops others and helps grow future leaders

Self-starter, assertive, enthusiastic and has the political savvy to get things done yet maintain a likeable presence

Ability to deal with adversity and differing opinion

Strong communication and interpersonal skills

Demonstrated organizational and time management skills

Have a deep understanding of various HR functions, including talent acquisition, employee relations, performance management, compensation, and benefits, learning and development, and HR analytics

Lead, inspire, guide, and develop a high-performing team of Client Relationship Managers, HR and Recruitment leaders and consultants

Ability to lead the intake and discovery team that will uncover clients requirements, needs and help the team align solutions

Demonstrate the ability to lead by example, set clear objectives, and foster a collaborative and inclusive work environment is essential

Have a strong passion for client service and a proven track record of building positive client relationships among your team. Your team will demonstrate the ability be attentive to client needs, be proactive in addressing concerns, and strive to exceed expectations

As Sr. Director, you will be responsible for aligning our HR offerings with the organization's overall goals and long-term vision

Demonstrate critical and strategic thinking to develop innovative solutions that drive business success

A demonstrated ability to analyze complex issues, identify root causes, and implement effective solutions is crucial. The candidate should be proactive in anticipating potential challenges and proactive in resolving them

Have a strong financial acumen. Ability to establish key performance indicators (KPIs) and metrics to measure capacity in staffing and manage budgets for client deliverables, driving gross margin performance while being able to regularly report on this performance to Executive Leadership

In leading the customer success strategy, innovate and implement retention strategies with HCMU's largest clients as well as drive growth through additional sales to existing clients

Strong verbal and written communication skills are essential for this role. The candidate should be able to convey concepts and initiatives effectively to various audiences, including clients, senior leadership and frontline employees

As a leader, you should be skilled in managing organizational change and driving transformation. Adaptability and resilience are key traits for this position

Responsible for financial performance and reporting of their respective divisions and able to present from financial dashboards

Responsible for driving the optimization of labor for all customer accounts tied to HR, Benefits and Customer Success

Trains Directors and Managers on key performance indicators, how to own their team's book of clients, and how to drive quality consultant behavior