Senior Client Services Manager

Job Type & Duration: Permanent – Full Time

About us:

Global, inclusive and innovative - welcome to AMS, where talent connects across cultures and backgrounds to shape the future of work.

We work with leading organisations to design and deliver talent strategies that bring together people, process, data and technology, helping millions of people find meaningful work every year. Our diverse, connected community collaborates to create results for clients and opportunities for our people to learn, grow and make an impact.

At AMS, we look for people who bring more than experience, and we welcome different perspectives and ways of thinking.

Are you passionate about joining a Tier 1 Global Bank as a Senior Client Services Manager
? Then, let's talk!

The role is acountable for operational delivery, budget management, internal relationship management and leadership of a large team that would typically be comprised of multiple operational Delivery (recruitment / sourcing) teams.

You will drive the achievement of all contractually agreed quality thresholds, KPIs and client satisfaction targets, and create the people strategy for their portfolio and drive the achievement of client fulfilment strategy and all contractually agreed sourcing-led performance measures.

The Senior Manager works as a trusted partner with Client Partnering leadership team, they will act as a point of contact and escalation point for senior internal/external stakeholders, where required.

People

• Lead, coach, and develop a combined recruiting and sourcing team with a clear focus on tangible outcomes, talent development, and creation of destination career pathways
• Ensure cascading of functional objectives, goals, and strategic/commercial updates to the team
• Conduct 1:1s, coaching and development sessions, and skip-level meetings as required
• Lead account team meetings and engagement activities as appropriate
• Input into and conduct quarterly Talent Review Meetings, focusing on talent development and mobility across the broader portfolio and function
• Lead the performance management process, including objective setting, mid-year and end-of-year reviews across the team/account, ensuring delivery against agreed outputs and development plans

• Deliver fulfilment plans by understanding business demand and outlook, and managing resources and team structure in line with approved service delivery locations and broader AMS location strategy
• Review account structures to ensure alignment with budget and execute location strategy changes as required
• Execute and embed strategic changes driven by innovation, continuous improvement, transformation, or changes to ways of working across client accounts or portfolios
• Review account health, including people capability, KPIs, SLAs, holiday and sickness levels, stakeholder analysis, location strategy, customer experience, and employee engagement; develop continuous improvement roadmaps in collaboration with strategy colleagues
• Drive team performance to ensure productivity, account profitability, and customer satisfaction are achieved in line with agreed commercials
• Develop and manage targets, budgets, and SLAs (e.g., effectiveness, timeliness, candidate quality, recruitment delivery, customer satisfaction) with support from COD/functional management, and lead the team to deliver against them
• Validate management reporting, monitor KPI performance (quantitative and qualitative), and review forecasts to identify trends and issues, using data-led insights to influence account strategy
• Maintain a solutions-focused approach to issue resolution, supporting managers and team leaders to take accountability and resolve business challenges
• In partnership with Client Partnering and Business Operations, own governance and ensure adherence to agreed operating principles (including RAID logs and related controls)
• Alongside the client partnering team, manage scope, governance, and compliance of the contract through team activity, proactively identifying and addressing scope creep
• Partner with the Sourcing COE to review and optimise sourcing tools and utilisation (e.g., Linked In, extensions, STK/AMS One adoption), ensuring effective use of the technology stack

• Extensive experience as a Senior Client Services Manager in Talent Acquisition
  , RPO
  , or large-scale recruitment/account leadership within financial services, retail/ investment banking or professional services
  .
• Strong expertise in leading large-scale strategies and teams effectively across multiple regions and geographies.
• Demonstrated success in leading service transitions, transformation programmes, or operating model changes.
• Exceptional senior stakeholder management skills, particularly in politically sensitive and high-pressure environments
• High-level commercial awareness with strategic thinking to drive business-critical decisions and results.
• Experience in driving operational excellence through advanced risk…