Anticipated Contract End Date/Length: 12-month fixed-term contract, with the potential to convert to a permanent
Work set up: Remote
We are looking for a Staffing Manager to serve as the direct line of contact for staffed associates, responsible for delivering all aspects of onboarding, post-placement coaching, support, and ongoing management. This role requires working cross-functionally with internal teams and acting as a key point of contact for both clients and associates. Associates will look to you to ensure they have everything needed to succeed and enjoy a rewarding professional experience. Internal stakeholders will rely on you to uphold a high standard of service and ensure both associates and clients experience a partnership that is supportive, responsive, and exceeds expectations.
This position will operate during standard South Africa hours (SAST/GMT) and is best suited to someone who enjoys structured collaboration and is passionate about people, process, and performance.
What you will do:
Community and Retention
- Work with associates and clients to help ensure a smooth and positive overall experience.
- Make sure associates have a clear understanding of client expectations and have everything they need to succeed.
- Collaborate with associates and clients to address any issues, questions, or concerns as they arise.
- Work through client feedback and assist associates in forming a plan to excel in their role.
- Establish and maintain strong working relationships with individual associates to maintain oversight into important developments in their role and a good understanding of their day-to-day responsibilities.
- Identify areas where further tailored support or learning would be helpful and help coordinate accordingly.
- Contribute to a community where associates feel a strong sense of support and belonging with the company through various touchpoints and communications.
- Celebrate important events and milestones with associates and provide support in times of need.
- Communicate client news and updates.
Business Support
- Collaborate with departments to implement new systems, processes, and procedures relevant to associates.
- Identify areas of opportunity for growth and new services, and carry out special projects that support business development.
- Review associate hours to remediate overbilling, incorrect billing, or unplanned overtime billing.
- Identify associates who do not fit the model and, in extreme cases, advise on whether such associates should be provided further opportunities.
- Proactively manage rate discussions with clients and associates in compliance with departmental pricing standards and remuneration processes.
- Manage the administrative and operational aspects of assigned staffing placements.
- Stay knowledgeable and up to date with contractual and service agreement documents, including terms and conditions of associate employment agreements.
- Maintain people and account records in a tracking database to effectively manage placements and assist in decision-making and handling challenges and escalations.
- Coordinate with internal teams and divisions (e.g., Finance, People Operations, Commercial) to manage associate details, changes, and placement updates.
- Manage associate overtime claims and leave claims using an HR software database.
- Review and create Statements of Work (SOWs) based on client service needs.
- Maintain reporting and documentation as necessary.
- Support Finance and Commercial teams to ensure invoices and payments are processed and managed in a timely manner.
Client Management
- Build relationships with clients where associates have been placed.
- Gather feedback from clients to manage associate performance and expectations.
- Facilitate and resolve points of connection and feedback between associates and clients, escalating as necessary.
- Actively review associate hours to ensure adherence to client budgeted spend.
- Negotiate program renewals and change requests for placed associates.
- Actively seek areas of new business with clients by sharing full-service capabilities.
- Contribute knowledge and share relevant information with other service lines working on the same client accounts and with account direction.