Company Overview

Allegis Group is a multi-branded specialist in providing tailored staffing solutions to market leading clients.  As the largest privately-owned staffing company globally, we consistently outperform our competitors and continuously deliver on our promises.

With staffing at the core of what we know best, we understand how important people are to any business, therefore at Allegis Group we invest in the training and development of our people, offering continuous opportunity to those who earn the right.

Our goal is to become the staffing and services company others aspire to be.

Role Outline

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 (Business Support Associates and Time & Expense Associates).

Serving as the primary point of contact for the Field and partnering with Sales Leaders, the BSM ensures ongoing quality and consistency of service as it relates to our candidates, contract employees, clients, and internal partners. 

Skills/Behaviours

• Ability to inspire and drive action
• Excellent leadership and interpersonal skills
• Confident, assertive and resilient
• Excellent written/oral communication
• Thinks and acts with perspective
• Strong 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
• Can 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 Understanding of the Allegis organization; context, complexity, dynamics, key issues and drivers
• Previous experience of working in a sales related environment would be desirable
• 2 + years’ 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

Internal Recruiting

• Recruit, interview, hire, manage and offboard Field Support personnel for their assigned team
• Conduct internal new hire orientation
• Ensure the consistency, quality, and timeliness of new hire onboarding process, including ordering any necessary equipment/technology and ensuring it is ready prior to their start date

Team Development

• 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 team’s daily execution of tasks/activities reflect our organizational philosophies (Guiding Principles, 1:24 Rule, Team Rule)
• 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 with Sales Leaders to support team and business objectives
• Work in partnership with FSBP to implement and manage process improvement change across the team
• Provide weekly performance updates to Head of Field Support

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, divisional and office performance on a regular basis against Scorecard. 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 and retain the capability to undertake BSA and TEA’s duties if required in order to maintain service delivery
• 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 Head of Field Support in creating the department’s 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