Client Service Manager (Permanent, Full-Time)

With over two decades of innovation and expertise, AMS has redefined the landscape of workforce solutions. From pioneering the concept of RPO to continually revolutionizing how organizations approach Talent Acquisition, AMS stands as a beacon of excellence in the industry.
We are currently hiring a Client Service Manager to support our client in the Healthcare Industry.
The Manager will be responsible for the recruitment delivery, relationship management and annual budget of a team of X recruiters within a (large complex) client solution. They will support the Senior Manager/ Senior Manager Account Lead/ COD in driving the achievement of the business area’s commercial and people strategy; managing their team to fulfil all contractually agreed quality thresholds. They will role model the AMS behaviors, drive succession planning and team/leadership development.
This is a hybrid role working 2 days per week at our client’s office in Toronto.
Leading, coaching, and developing direct reports (Team Leaders) with a clear focus on tangible outcomes, talent development and provision of destination career pathways
Team 121's, coaching and development sessions and skip level meetings as appropriate
Support and where appropriate lead team meetings & engagement activity
Conduct quarterly performance appraisals, mid-year and end of year reviews, including PDPs
Delivery Management/Performance, Compliance and Finance
Input in to, and action, account budget and reforecast processes to align team structures and performance outcomes with demand plans and client account strategy
Responsible for ensuring team understands the account’s commercial model, and their role in helping achieve its strategic priorities and KPI targets
Weekly Capacity reviews - workload, risks, challenges, win themes
Accountable for accurate and timely reporting of operational performance from both an AMS and client perspective. Adopt all new reporting toolkits to accurately manage team capacity, workload allocation, funnel metrics and outputs. Weekly review of performance trends including follow up conversations with DR's and key internal stakeholders
Work with Team Leaders to ensure that tools and channel strategy supports achievement of key metrics such as source mix, time to short list etc. LinkedIn, Talent Communities, CVDB's etc.)
Drive down non-compliance for client accounts, increasing account revenue and profitability. Review data integrity across ATS & CRM and ensure that TLs are conducting QA activity across their teams e.g., Advert management, Screening &Briefing QA, Mandatory Process / Training
Work with AMS peers to understand best practices and opportunity for innovation leveraging experience from other client groups
Execute & embed Projects / CI / Transformation / Stabilization as required
Demonstrate extensive experience within the pharma sector , managing high-volume recruitment.
Lead and develop teams effectively, with strong reporting and performance management expertise
Apply strong commercial acumen, with experience in P&L management, forecasting, budgeting, and productivity optimization
Manage escalations with confidence, delivering high-touch support with flexibility and professionalism
Stakeholder Partnering – Proficiency level 3
Effective Communication - Proficiency level 3
People Performance Management - Proficiency level 4
Escalation Management - Proficiency level 4
Recruitment Strategy Development - Proficiency level 3
Issue Resolution - Proficiency level 3
Service Excellence - Proficiency level 4
Thrives Under Pressure - Proficiency level 3
Drives Continuous Improvement - Proficiency level 3
Commercial Awareness - Proficiency level 3
Technical Skills:
Recruitment Technology Literacy – End User - Proficiency level 3
Compliance and Regulatory Knowledge - Proficiency level 3
Data Literacy - Proficiency level 4
We offer you career opportunities in every direction you want to explore. For this role, the initial expected remuneration is $99,750 CAD to $131,300 CAD plus applicable benefits.
Supplemental Medical/Dental/Vision, Life, Disability, RRSP/DPSP, Paid Holidays/Vacation/Sick Time, Paid Parental Leave, Performance Bonus
Our culture of inclusion and belonging.
We do not discriminate based upon age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other applicable legally protected characteristic.
If you require any accommodations or have any accessibility needs, please reach out via email [email protected] or make a member of our Talent Acquisition team aware at any time.
Full Time
Performance Management and Continuous Improvement
Permanent