Job Title: Client Program SpecialistLocation: Sector 75, MohaliSalary: 45,000-50,000 per monthSchedule: 8:30PM to 5:30AM IST (Night Shift) **Candidate must have US Staffing industry experience. EXPECTATION FOR ALL EMPLOYEES:Supports the organization's mission, vision, and values by exhibiting the following behaviors: excellence and competence, collaboration, innovation, respect, personalization, commitment to our company, our clients and our community, and accountability and ownership of the position. POSITION SUMMARY: Under the direct supervision of the Client Program Manager, the Client Program Specialist serves as the primary point of contact for all assigned client(s) and program vendors. The Client Program Specialist contributes to the growth and profitability of the account through the management of strong relationships with the client(s), fulfillment of the client's staffing services agreement, and maintaining strong relationships with the program vendors. The Client Program Specialist will manage the day-to-day interaction with the client and vendors, assist with identifying process improvements, and ensure service level agreements are met. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.DUTIES AND RESPONSIBILITIES:Requisition ManagementThe Client Program Specialist will be responsible for managing the full requisition process for assigned clients. This will include new requisition creation, extension requests, and terminations for all assigned contingent workers. The Client Program Specialist will provide immediate front-line customer service to cross-function teams, clients, vendors, and the management team. Conduct requisition intake meetings with client hiring partners and business leaders as needed. Input and maintain all requisitions into required systems based on client structure and service level agreements.Coordinate job order distribution and communicate customer needs with approved vendors via phone, email, and/or Vendor Management System.Prioritize open orders and allocation of resources to best meet client needs.Provide regular and accurate updates to clients and vendors for all active requisitions.Manage the candidate flow for each requisition and work with vendors (and client if needed) to ensure appropriate candidate flow is met. Review resumes for high level skills assessment prior to submitting to the client hiring partners.Ensure all required tools are up to date and accurate regarding requisition details and status. Coordinate all interview scheduling with client and vendor. Coordinate all offers of employment with vendor partners and communicate the appropriate details, manage background check process, etc. Contingent Worker OnboardingThe Client Program Specialist will be responsible for ensuring all program related onboarding activities have been completed, prior to any contingent worker reporting to a client site. Extend offer to program vendor and confirm pay rate, job details, and start date with the hiring manager/client contact.Enter all new hire information into appropriate VMS and ensure all necessary communications are sent (client specific).Ensure that all background checks and drug screens (client specific) are completed, and documentation is uploaded into the appropriate VMS.Review and address any pre-employment screening details to ensure all employees meet client standards. Collect and review all required program related onboarding documents for each employee prior to start. Ensure new hire emails are created to satisfy internal data entry requirements.Workforce ManagementThe Client Program Specialist will act as main point of contact for all assigned client partners and program vendors and will be responsible for partnering with appropriate parties to resolve all workforce issues in a timely manner. Act as first point of contact for vendors and client contacts for all employee issues. Educate clients and vendors on program guidelines and set expectations for the handling of any employee issues. Ensure all employee issues are handled appropriately and in a timely fashion. Coordinate resolution of the workforce issues with vendors and client partners and understand risk areas for all parties. Assist in the identification of trends as well as creating recommendations to client partners and program vendors on how to address. Terminate and communicate end of assignments to vendor partners and guide client contacts through the offboarding process. Support the vendor partners, contingent workers, and client contacts in coaching, counseling, investigations and terminations in a professional and empathetic manner, as required.Maintain high levels of customer service with clients and vendors to stay one step ahead and exceed expectations. Advise vendor partners accordingly, who are seeking reimbursements, pay increases, extensions, etc., for their contingent workers. Mediate inquiries for employees impacted by unexpected circumstances including layoffs, travel delays, medical emergencies, etc.Respond to client and vendor partners in timely manner adhering to any existing service level agreements (SLA’s).Timekeeping and PayrollThe Client Program Specialist will be responsible for supporting clients, internal Suna Workforce Management staff, and vendor partners with timekeeping and payroll inquiries. Work closely with vendor partners to ensure all employees have access and have been properly trained on timekeeping system including initial set up and resending login information as necessary. Process weekly reports and send reminders to ensure that timesheets have been submitted and approved by weekly deadline. Responsible for supporting client and vendor partners in ensuring that timecards are completed accurately, in accordance with the relevant state employment laws including meal and rest break laws.Review all submitted expenses for accuracy, and ensure approvals are completed, by the client, in a timely manner. Vendor CommunicationThe Client Program Specialist will be accountable for providing accurate and thorough communication to staffing partners and ensuring that all vendors are abiding by program guidelines. Act as main point of contact for all staffing partners regarding requisitions, the onboarding/offboarding processes, and any related workforce issues. Support the ongoing education of program processes to vendor partners. Coordinate with vendors, as needed, to support staffing needs. Provide accurate and thorough details to vendors on all new requisitions and provide candidate feedback through the hiring process. Conduct calls with vendors, as needed, to address any issues with the program or specific requisitions/contingent workers. Client CommunicationThe Client Program Specialist is responsible for acting as the main point of contact for assigned clients. Communication shall be clear, thorough, and timely. The Client Program Specialist will be expected to provide high level customer service in all client interactions.Educate all client hiring partners on the contingent staffing process as per client requirements and ensure they have a full understanding of the required process. Build and maintain strong relationships with all client contacts and ensure daily inquiries/needs are addressed and resolved. Conduct quality control calls with client, as needed, to identify any potential needs and address questions. Maintain continuous communication with the client through the requisition process. Respond to all client inquiries in a timely manner.Reporting and AdministrationThe Client Program Specialists will be responsible for supporting all reporting and general administration of assigned clients and maintaining full compliance in all areas of the relationship. This will include reporting, audit compliance, vendor compliance, and administration of any required tools. Support vendor compliance in all aspects of agreements, including screening, invoicing, hiring practices, etc.Complete weekly reporting and review with client team members as needed.Maintain all internal reports and documents. Assist in completion of any ad hoc reporting requested by client. Ensures the achievement of program service standards. 100% fulfillment on compliance requirements is expected. QUALIFICATIONS/SKILLS & KNOWLEDGE REQUIREMENTS:Experience in the Temporary Staffing industry or Human Resources preferred.Human Resources and/or recruitment procedures knowledge required.CCWP, PHR or Human Resources Degree or Certificate preferred.Must have proven ability to develop relationships with stakeholders and provide high levels of customer service.Must have a strong desire to help people.Work requires continual attention to detail in composing, typing and proofing materials, establishing priorities, and meeting deadlines.Analytical ability is required to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work.Excellent communication and interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy.Intermediate to advanced level skills in Microsoft Excel, Word and Outlook preferred. Must be conversant and familiar with online tools.Must be able to multi-task and prioritize.PHYSICAL REQUIREMENTS:Ability to sit for 2 hours without standing, sit up to 8+ hours per day.Ability to engage in fine motor skills such as typing and writing for up to 2 hours without a break, use fine motor skills for up to 8+ hours per day.Ability to see and read computer screen, employment documents, and correspondence.
Job Title
Client Program Specialist