JOB DESCRIPTION & DUTIES
Position Title: Senior Manager – Client Services & Recruitment
Department: Client Services & Delivery
Reports To: President
Position Type: Management
POSITION SUMMARY
The Senior Manager - Client Services & Recruitment is a key management position responsible for maintaining and strengthening client relationships, and meeting clients needs by managing our internal recruitment team. The successful candidate will also identify and develop business opportunities in this role through various means.
As a primary ambassador of Delpath, the successful candidate will establish strong relationships at multiple client levels, translate client needs into effective recruitment strategies, and lead the internal team in a positive, productive environment.
The successful candidate is expected to be self-motivated, confident, organized, commercially minded, relationship-focused, proactive, and an effective problem solver, with the ability to lead people in a positive and productive environment while maintaining appropriate accountability and performance standards.
CORE RESPONSIBILITIES
1. Client / Account Management (35%)
- Act as the primary point of contact and build strong relationships with client Talent Advisors, hiring managers, and business leaders.
- Understand client organizational structures, hiring forecasts, and strategic priorities to proactively anticipate future recruitment needs.
- Monitor client performance metrics to ensure Delpath consistently meets or exceeds agreed service-level expectations.
- Serve as the main escalation point for significant client concerns, investigating root causes and developing practical solutions.
- Oversee the end-to-end recruitment lifecycle for client accounts, including reviewing job descriptions, prioritizing searches, providing feedback on candidate submissions, and negotiating successful offers.
2. Recruitment Management & Team Leadership (40%)
- Manage, supervise, and assign job postings to the recruitment team based on workload, individual skill, and client priorities.
- Implement and manage Delpath's recruiter KPI program, tracking trends and conducting regular one-on-one performance meetings.
- Provide continuous coaching and constructive feedback to help recruiters improve sourcing, screening, and candidate management skills.
- Address team performance issues promptly, establishing clear expectations and measurable improvement actions.
- Drive continuous improvement by evaluating new technologies, AI, CRM tools, and sourcing methods to enhance overall team productivity.
3. Business Development & Growth (25%)
- Proactively identify new business opportunities and maintain an active business development pipeline.
- Expand existing client accounts by identifying additional departments, divisions, and skill sets where Delpath can provide value.
- Actively leverage Delpath's diverse supplier designation to pursue procurement and supplier-diversity opportunities.
- Attend relevant industry events, conferences, and networking functions to increase Delpath's market visibility.
- Arrange and conduct meetings with prospective clients to convert prospects into successful business partnerships.
QUALIFICATIONS & COMPETENCIES
Experience & Skills
- Demonstrated experience managing recruiters or recruitment teams.
- Strong background in client/account management and business development.
- Experience implementing and working with KPIs and performance metrics.
- Excellent interpersonal, written, and verbal communication skills for engaging with recruiters and senior client stakeholders.
- Strong organizational, time-management, analytical, and problem-solving abilities.
Personal Attributes
- Self-Motivated & Proactive: Takes initiative, anticipates client and business needs, and identifies necessary actions without waiting for direction.
- Commercially Minded: Understands that high-quality client service must contribute to account retention, growth, and Delpath profitability.
- Relationship & Solution-Oriented: Builds genuine, long-term professional relationships and focuses on practical solutions rather than just identifying problems.
- Confident & Accountable: Comfortable dealing with senior decision-makers and takes full ownership of results, commitments, and problem resolution.
- Adaptable & Positive: Adjusts priorities based on market conditions while fostering an encouraging team environment that balances support with accountability.
GOVERNANCE & RELATIONSHIPS
- Authority & Decision Making: The Senior Manager exercises judgment to handle day-to-day recruiter assignments, coaching, KPIs, and client communications within established company guidelines. Decisions carrying significant financial, contractual, legal, or reputational implications must be escalated to Senior Management.
- Key Internal Working Relationships: Works closely with the President/Senior Management and provides direct leadership to the Recruitment Team.
- Key External Working Relationships: Engages regularly with Client Talent Advisors, Hiring Managers, Business Leaders, Procurement/Supplier Diversity Representatives, Prospective Clients, and Industry Associations.
MANAGEMENT PHILOSOPHY
The Senior Manager is expected to lead through a balance of support, coaching, accountability, and clear expectations.
The objective is not to manage recruiters through pressure alone, but to understand what enables each recruiter to perform at their best.
When performance falls below expectations, the Senior Manager should seek to understand the cause, determine what support or corrective action is required, and establish a clear path toward improvement. At the same time, the Senior Manager is responsible for maintaining appropriate standards and addressing ongoing or serious performance concerns.
The Senior Manager should foster a team culture where:
- Expectations are clear.
- Performance is measurable.
- Success is recognized.
- Problems can be raised openly.
- Recruiters receive coaching and support.
- Accountability is consistent.
- Team members collaborate and share knowledge.
- Continuous improvement is encouraged.
- Client service remains a central focus.
- Employees understand how their individual performance contributes to Delpath success.
OVERALL SUCCESS OF THE ROLE
The Senior Manager will be considered successful when:
- Clients view Delpath as a trusted and proactive recruitment partner.
- Client relationships are strong, broad and continuously developing.
- Delpath consistently meets or exceeds client performance expectations.
- The recruitment team consistently meets established KPIs.
- Recruiters are appropriately coached, supported and held accountable.
- Recruiter workloads and assignments are effectively managed.
- Recruitment resources are aligned with changing client requirements.
- Existing client relationships generate opportunities for additional business.
- New business opportunities are consistently developed.
- Delpath's diverse supplier status is appropriately leveraged to create opportunities.
- Problems are identified early, and practical solutions are brought forward.
- New ideas, technology and best practices are introduced to improve the business.
- Senior Management has clear visibility into client, recruitment and business development performance.
- KPI and management reporting is accurate, timely and consistently maintained.
- The Senior Manager operates as a strong ambassador for Delpath and contributes positively to its reputation, culture and growth.
Our Commitment to Inclusion
Delpath is committed to creating an inclusive and welcoming workplace where all qualified individuals have the opportunity to succeed. We encourage applications from candidates with diverse backgrounds, experiences, and perspectives.
All qualified applicants will receive consideration for employment without regard to protected characteristics under applicable legislation.
