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Service Manager - RPO

London, Millenium Bridge House, United Kingdom

Job ID: 6275

Date published: 9-May-2018

Pontoon drives the acquisition of permanent talent and manages contingent and project workforce on behalf of an organization. We ensure a superior candidate experience and maximize employer brand. We provide efficiency, flexibility and scalability. We manage and optimize supplier partnerships and leverage the best workforce technologies. We manage risk and give full visibility of an organization’s talent.

Proudly part of The Adecco Group – the world’s leading provider of workforce solutions and a Fortune Global 500 company – the Pontoon team supports clients across the globe in over 100 countries.


We currently have an exciting opportunity for a Service Manager to support our global clients. 


The primary function of the Service Manager role is to:
  • Provide a high quality service to both our clients and EC’s by being an onsite dedicated service manager
  • To be the face of the service and readily available to deal with day-to-day people issues and account development opportunities
  • To act as the main point of contact for all BAU queries relating to the service – EC’s  welfare, training development, redeployment and recruitment

You will be expected to: 
  • Management of the Ajilon Employed Consultant community onsite and the relationship between Ajilon and the client line managers.
  • Act as the day to day point of contact for the client on all matters relating to the Ajilon Employed Consultant community.
  • Carry out quality assessment interviews prior to formal with client (face-2-face/ Skype/ telephone)
  • Ensure that all candidates attending client interviews have had a quality screen before attending. Either directly or through Platinum’s and Managing Consultants.
  • Meet candidates on site pre and post interview and work in collaboration with the Line Manager during the recruitment process.
  • Liaise with the delivery team who will be chasing line manager feedback. Pick up initial pushback/feedback but escalate any challenges to the CSM for resolution.
  • Ensure all EC’s are on-boarded following an Ajilon induction to ensure they understand the role of an Ajilon consultant and responsibilities associated to their level in the career ladder 
  • Schedule 3 month reviews for new starters and on-going 6 and 12 month review meetings, gaining input from the line manager and Managing Consultant or Platinum Consultant (once identified)
  • Hold review meetings with the Managing Consultants and Platinum (senior consultants) to identify opportunities to support the; quality screening, on boarding, mentoring, coaching and redeployment
  • Support the Head of Talent Management in delivering the Career Pathway and Skills Gap Analysis for the EC population through reviews
  • Map the career pathway with the training and development offering and salary review process for EC population;
  • Input in to brand attraction strategies that are being driven from the Head of Talent Management
  • Arrange coaching, mentoring or training to follow up on development needs
  • Work with the Talent Management, EC admin and Welfare Coordinators to ensure they support in assigning and driving EC’s to complete training

You will need to display the following personal attributes to succeed in the role: 
  • Customer focussed
  • Problem solver who enjoys issue resolution 
  • A “people person” who others are keen to work with
  • Excellent communication skills. (Oral and verbal) 
  • High level of self-motivation
  • Hard working
  • Willing to travel and to have flexible working hours in order to achieve agreed objectives
  • Able to respond well to pressure and tight deadlines
  • Willing to ask for help when needed

Experience of:
  • Working in a people orientated role either as an onsite manager, onsite recruiter, client account manager, onsite HR manager or resource manager
  • Handling employee related queries
  • Leading on issue resolution whilst engaging with HR specialist support teams and senior managers for advice
  • Drawing on the skills and experience of those around to achieve the best results. 
  • Working with challenging client stakeholders or employees
  • Working in a matrix management 

Preferred knowledge of: 
  • Recruitment
  • Employee relations, core HR for recruitment
  • People Management 
  • Coaching techniques

Ready to apply? We look forward to receiving your application! 


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We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.