Job Description:
Position Summary:
The Global Customer Services Operations team is responsible for supporting the global Professional Services teams with resource management, systems administration and the provision of management information, as well as managing the processes and procedures to support them.The Resource Manager is an integral member of the Global Customer Services Operations team. The primary objective of this position is to manage the allocation of the global resource pool against Kalerisglobal portfolio of projects.
This includesmatching project demands with skills availability, maximizing resource utilization, contractor utilization and the maintenance and governance around our PSA system and processes.The Resource Manager must also ensure that project resourcing is prioritized and managed in order to assure timely delivery and must communicate to appropriate Project Managers and department leaders resourcing issues that may impact scheduled deadlines. It is also required that this position enforce company processes by utilizing and requesting all Project Managers use proper procedures when requesting resources.We are seeking candidates that are driven by exceptional performance in terms of financials, key metrics, internal and external customer satisfaction, and employee morale. Excellent organization and attention to details leads to excellent results.
Main job tasks/responsibilities:
The key area of responsibility involves resource management for the KalerisProfessional Services organization. The Resource Manager is responsible for ensuring optimal resource utilization, whilst maximizing overall revenue and contribution of the PS resources by working closely with the PS management team to assign resources to projects and negotiate schedules.
Additional responsibilities include the following
:
- Prepare weekly/monthly/quarterly reports including exception reporting on project results and deliverables.
- Set up/assist/review projects
- Global oversight and responsibility for maximizing resources globally to meet revenue/utilization targets
- Ensure the quarterly closing process is followed
- Act as point of contact for resource booking confirmation, conflict resolution, anddevelopment of solutions in support of business goals.
- Manage and resolve resource booking conflicts.
- Assist with managing the overall utilization objectives and increasing utilizationgoals onthe Professional Services team.
- Run resourcemeetings tofacilitate resourcing issues / conflict resolution withProfessional Services project managers and appropriate department heads.
- Maintain constant knowledge of current and upcoming projects and businessdevelopment activities as they relate to resourcing.
- Monitor day to day bookings, resourcing, and utilization trends, identifyingpotentialinstances of underutilization and actively work with the Practice Leaders to address andsolve those issues.
- Work to resolve any issues regarding under or over allocations of current staff members.
- Runstaffing meetings with Professional Services management team to discuss all activeprojects and potential new business as well as to stay informed of potential issues suchas resource and change control matters.
- Alert Senior Management team of any potential concerns or issues with meeting keyclient deliverables due to resourcing.
- Manage overall hiring recommendations and forecasts, allowing for onboarding andramp up time, based on forecasted resource needs. Ensuring the right resources, withthe right skillsets, available at the right times.
- Act as a SME on PSA tool ( Certinia ) related topics
Employment Prerequisites
- Bachelor’s degree required in business administration, information technology,accounting, or related field required.
- 3-5 years resource management experience in the professional services softwaresolutions industry.
- Proficiency in capacity and demand management for professional services projectmanagement and customer delivery resource pools.
- Salesforce experience required.
- Highly skilled in Certinia (formerly known as FinancialForce) or any other PSA tool
- Proficiency in MS Office applications with excellent Microsoft excel skills
- Experience working with BI tools , like MS Power BI or Tableau.
- Assertive conflict-resolution and problem-solving skills.
- Clear and concise communication in both written and verbal form.
- Ability to be diplomatic or firm, when necessary,to drive business forward /obtain results.
- Highly detail oriented and able to work autonomously.
- Ability to manage multiple tasks and tight deadlines with confidence and ease.
- Ability to prioritize and organize workload across multiple groups.
- Advanced knowledge of multiple project management tools and methods is an asset.
- Experience in managing resources in a multi-cultural, geographically distributed services organization.
- Excellent English - written and verbal
Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
