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Vice President, Client Delivery

Innovative Employee Solutions (IES) is a San Diego based company that provides contingent workforce solutions in more than 150 countries. Our global Employer of Record services include outsourced payrolling, independent contractor compliance, vetting and agent of record services. Founded in 1974, IES has grown into one of San Diego’s largest women-owned businesses and we are proud to be named one of San Diego’s “Best Places to Work” for more than ten years in a row.

 

Primary Function

The VP, Client Delivery is primarily responsible for developing and implementing strategies for client delivery throughout the client lifecycle, starting with client acquisition and implementation.

The VP, Client Delivery will work closely with sales to understand service commitments and goals and will ensure the client delivery team has the resources and abilities to deliver.  This role will lead our onboarding and client delivery team’s strategy and execution to achieve a high level of client satisfaction, expanded product usage, and strong net retention.

Our corporate office is in San Diego, California.  This position will work remotely and is open to candidates nationwide. 

 

Essential Job Functions

  • Strategically leads onboarding and client delivery team activities including training, implementation, employee and client onboarding, client relationships, issue resolution, pricing changes, procedural changes and contract renewals.
  • Defines and optimizes the client lifecycle, standardizes interventions and identifies opportunities for continuous improvement.
  • Participates in the IES Leadership Team meetings and the strategic planning process. Reports and advocates for the onboarding and client delivery goals of the organization.
  • Manages and oversees the operational activities related to employee and client issues.
  • Ensures client expectations and contractual obligations are met. Identifies client trends. Collaborates across the company to develop and implement plans for improvement.
  • Defines key operating metrics and ongoing processes for internal operational efficiencies and deliverables for streamlined employee and client onboarding and offboarding.
  • Inspires client success across IES. Shares industry best practices and knowledge regarding contingent workforce programs, vendor management systems and managed service providers.
  • Advocates for team effectiveness and efficiency through technology adoption. Advocates for training and new technology solutions to meet client delivery needs and to improve the client experience.
  • Aligns departmental activities with corporate objectives, vision, mission and values.
  • Partners with marketing for education and client collateral. Partners with sales for cross-selling and up-selling strategies.
  • Promotes the organization’s services to clients, future client’s industry partners and the business community.
  • Ensures, through cooperation of all departments, that a high level of client satisfaction is maintained. Troubleshoots problems regarding client deliverables.
  • Communicates with co-workers, management, clients, vendors and others in a courteous and professional manner.
  • Conforms with and abides by all regulations, policies, work procedures and instructions.

 

Preferred Qualifications

  • Bachelor’s degree in business related field, or equivalent experience.
  • Certified Contingent Workforce Professional (CCWP).
  • Deep understanding of enterprise contingent workforce programs.
  • Demonstrated knowledge of Managed Service Providers and Vendor Management Systems and working within contingent workforce programs.
  • Solid leadership experience with outstanding interpersonal relations and coaching skills.
  • Proven experience with contract negotiations and executions.
  • Ability to communicate with contacts at all levels of the organization.
  • Thorough understanding of risk mitigation and indemnification and insurance requirements.
  • Confident presenting to all levels of an organization and at industry events.
  • Proficient in Microsoft Office products.

 

If you are qualified and have interest in applying for this job, please send your resume with VP, Client Delivery in subject line to hrcareers@innovative-es.com

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