Kelly Services Service Operations Manager II - Overland Park, KS in Overland Park, Kansas

The Service Operations Manager monitors the quality and efficiency of the service-related operations for a market—making recommendations and implementing improvements. This position is responsible for ensuring that branch service staff successfully execute the Service Delivery Standard Operating Procedures and meet goals for service delivery metrics. Also, the Service Operations Manager is responsible for the market's programs to manage unemployment compensation, workers' compensation, Work Opportunity Credits, temporary employee recruiting and retention, and Kelly's Quality Management System (KQMS) deployment.

This role acts as a liaison to Corporate departments (primarily Division Administration, Service, and Product Management)—providing feedback and supporting the deployment of service-related programs and training to ensure compliance and maximum results. In addition, the Service Operations Manager takes a lead role in implementing and supporting Kelly's local relationship with strategic accounts.

The Service Operations Manager provides guidance, facilitates the sharing of best practices between branch service staff, and assists in the execution of the service delivery processes (hiring employees, taking orders, filling orders, etc.), as needed. The Service Operations Manager is expected to be an expert in Kelly's front office service delivery processes and technology systems. Operating within Company policy, the Service Operations Manager exercises discretion and independent judgment in making decisions.

The ideal candidate will possess a degree in Human Resources, Business, Marketing, or equivalent and at least two years’ experience in the staffing industry.

Minimum requirements include a high school diploma and three years staffing industry experience with an emphasis on operations. Key competencies for the Service Operations Manager include an excellent ability to communicate and a strong team orientation with all levels of employees.

Business Development/Retention

  • Charge conversion fees for every employee hired.

  • Increase revenue from direct hire fees.

  • Fulfill requirements for face time with customers and temporary employees (e.g., Two Hours Out Program).

  • Meet or exceed target for skill alert calls.

  • Improve quality and accuracy of Service-related information in Business Reviews. Customer Retention Management: Conducting needs analyses, conducting face-to-face service calls, building and maintaining relationships with key contacts, developing and presenting Strategic Business Reviews, monitoring compliance with customer requirements (e.g., in the contract/Statement of Work), providing reporting as requested, maintaining account information in front-office systems, identifying and resolving customer issues proactively and effectively, soliciting customer feedback

Service Delivery

  • Meet or exceed target for satisfactory performance of temporary employees.

  • Meet or exceed target for filled order percentage.

  • Meet or exceed target for on-time fill of orders.

  • Meet or exceed target for assignment completion.

  • Manage secondary supplier usage at or below target.

  • Meet customers’ diverse supplier spend requirements.

  • Comply with customer requirements (as defined in the Employee Service Plan Manual [ESPM]).

  • Comply with Kelly’s standard service delivery processes (e.g., registration process).

  • Meet or exceed target for Customer Satisfaction Program.

Recruiting & Retention

• Meet or exceed target for hired-versus-paid percentage for temporary employees.

• Develop and execute strategic recruiting plan.

• Deploy and maintain temporary employee retention programs.

• Meet or exceed target for Employee Satisfaction Program scores.

Administration & Finance

  • Manage workers’ compensation as percent of direct wages at or below budget.

  • Manage payroll taxes (including state unemployment taxes) as percent of direct wages at or below budget.

  • Manage bad debt as percent of sales at or below budget.

  • Manage finance cost as a percent of sales at or below budget.

  • Meet or exceed target for revenue from Work Opportunity Credits.

  • Manage expenses as a percent of gross profit at or below budget.

  • Monitoring and coaching service team to ensure effective unemployment and workers' compensation claim management

  • Manage expenses as a percent of gross profit at or below budget.

  • Meet or exceed target gross profit percentage

Human Resources/Employee Development

  • Participate in Kelly Quality Management initiatives.

  • Participate in staff meetings/daily huddles.

  • Adhere to Kelly's Performance/Development Discussion Guide process.

  • Complete Kelly’s training requirements.

  • Participate in community events.

About Kelly Services®

As a global leader in providing workforce solutions, Kelly Services (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly® has a role in managing employment opportunities for more than one million workers around the globe by employing 550,000 of these individuals directly with the remaining workers engaged through its talent supply chain network of supplier partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook, LinkedIn and Twitter.

EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.