Working at Allegis Global Solutions (AGS) is more than just a job. Itās a career. Itās a community of people who invest in your development and empower you to blaze your own trail. Each of us is here to create real, measurable impact that moves needles. We operate beyond “roles” or “jobs” to realize the opportunity to make meaningful contributions to a bigger idea. Because we believe that when you build a workforce thatās designed to harness human enterprise, you design a workforce thatās built for impact.
At AGS, we help companies all over the world transform their people into a competitive advantage. Itās not about filling seats. Itās about designing workforces to meet missions and unleash the most transformative power in business today: The power of human enterprise.
With services around the globe, we have a point of view on the future of work that enables us to be a transformative partner in the way work gets done for our clientsā organizations. Meeting clients where they are, we design a plan and guide them along a transformational journey, applying bold actions and diverse minds to solve the most complex challenges ā from permanent and extended workforce management to services procurement, consulting, direct sourcing and our Universal Workforce Modelā¢.
We also represent over 100 countries and speak dozens of languages. So as youāre building relationships and doing your job, youāll be exposed to other cultures and advancement opportunities while expanding your knowledge of global markets and strategies.
See what itās like to work at AGS by searching #LifeAtAGS on any social network
Job Description
The Field Support team is responsible for the full contractor lifecycle including on/off-boarding, payroll, and customer support. The Business Support Manager (BSM) is a natural leader who is able to inspire others and drive results. The BSM oversees and ensures operational compliance to policies and procedures, maintains day to day management of, and provides development to, the Business Support Team (Onboarding Administrators/Specialists and Time & Expense team).
Serving as the primary point of contact for the Field and partnering with the OpCo, the BSM ensures ongoing quality and consistency of service as it relates to our candidates, contract employees, clients, and internal partners.
Core Responsibilities
Team Establishment
- Actively engaged in recruitment efforts of Field Support personnel for their assigned team
- Accountable for the training and development of Field Support personnel, managed through regular performance assessments and goal setting
- Drives results through day to day management of team, reviewing performance against targets and the success of, and compliance with operational processes.
- Ensure FSG teamās daily execution of tasks/activities reflect our organizational philosophies
- Evaluate talent and work with individual team members to build development plans, which align to individual and business goals
- Inspire and motivate team to create a high-performance environment
- Set clear performance expectations, ensure compliance and recognize success
- Support ad-hoc duties
Customer Service
- Responsible for the delivery of the highest level of customer service, both internal and external
- Partner with internal leaders and department managers to address escalated issues and/or special projects and ensure timely resolution with appropriate follow up
- Build and maintain effective working relationships within the OpCo and Leaders to support the team and business objectives
- Support implementation and manage process improvement change across the team
- Provide weekly performance updates to OpCo partners and GTAC Manager
Operational Excellence
- Encourages a culture of accountability and open communication by setting realistic and personal stretch objectives to drive their team to achieve peak productivity
- Manages, coaches and develops their team
- Track and review individual and team performance on a regular basis against targets. Identify areas of improvement and implement updates with training as needed.
- Continuous focus on improving the efficiency of the Team in terms of Staff to Output ratio improvement
- Maintain a high-level overview of key systems and processes
- Acting as SME for the team
- Serve as an escalation point for complex enquiries and act as final point of escalation on issues relating to customer account issues
- Able to quickly analyze and respond to multiple situations, ensuring prompt resolution
- Supports OpCo with creating the departmentās strategic objectives and pro-actively communicates and drives the strategic vision with their team
- Continually demonstrates and drives the value proposition of the Field Support programme
- Engage with key stakeholders to drive process improvement and efficiency
- Responsible for auditing business critical data
- Special projects as assigned
Qualifications
- Demonstrated experience of managing a small to medium sized team
- Creates an inclusive work environment that encourages, embraces, values and respects the unique talent, ideas and skills each employee contributes
- Ability to assess direct report performance. Identify areas of improvement and provide coaching/training when required
- Interpret business critical information and understand how this data is used to make decisions and drive action
- Ability to inspire and drive action; thinks and acts with perspective
- Excellent leadership, problem solving, and analytical skills
- Seeks growth and self-improvement through feedback
- Action and detail oriented; able to prioritize while handling multiple tasks
- Works with urgency where required and maintains a high level of customer focus
- Strong decision making ability; is looked to for direction in a crisis
- Strategically plans ways to demonstrate superior customer service
- Builds a network of professional partnerships by seeking out and strengthening relationships both internally and externally
- Ability to initiate action in order to accomplish goals or develop self without explicit instructions
- Ability to tackle complex issues and develop innovative, practical solutions
- Effectively communicate the rationale for change and orchestrate the pace for change to maintain operating effectiveness
- Thorough knowledge of business policies and relevant human resource practices
Additional Information
At AGS, we recognize our people are our strength. We are an equal opportunity/affirmative action employer (M/F/Disability/Veterans) and consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law. We value our people, their varying perspectives and are committed to fostering an environment where they can bring their whole selves to work.
Coaching change-management Analytical skills Problem-solving Recruitment Customer service Customer orientation goal orientation Communication Decision-making Process improvement Training Efficiency Relationship Management Excellence Leadership Team management Software Developer Initiative