Bilingual Enterprise Program Leader

at  Procom

THE OPPORTUNITY:

The Bilingual Enterprise Program Leader offers a unique opportunity to shape and grow existing client relationships. You’ll have the chance to design and implement high-performance programs while identifying new avenues for expansion and revenue generation.

SKILLS AND KNOWLEDGE REQUIRED:

• Minimum 3 years in a customer success role for a software or service-based role.
• Bilingual French and English.
• Bachelor’s degree preferred, in Human Resources, Supply Chain Management, Business Administration, or a related field.

PREFERRED SKILLS:

• Experience in managing relationships with staffing agencies and other vendors, ensuring service quality and compliance.
• Understanding of labor laws and regulations, particularly for contingent workers. Experience with various worker classifications (e.g., W-2, 1099, T4, Sole Proprietor, independent contractors).
• Experience managing medium to large contingent labor programs. Skilled in handling contracts, vendors, and service delivery to clients.
• Prior experience in customer success or account management roles, focusing on building and maintaining strong client relationships in a B2B setting.
• Experience overseeing workforce-related projects, with an understanding of SLA/KPI management, operational metrics, and reporting.
• Ability to use data to drive decisions, analyze workforce performance, and identify areas for improvement.
• Hands-on experience with HRIS, VMS, or ERP tools (e.g., Beeline, SAP Fieldglass, Workday).

QUALIFICATIONS

Client Relationship: 2 - 5 years (Required)
Staffing Experience: 1 - 5 years (Required

THE ROLE:

The Bilingual Enterprise Program Leader is a key role responsible for managing and overseeing client-specific payroll programs. This involves ensuring smooth operations, addressing issues promptly, and identifying opportunities for growth. The Leader acts as a liaison between the client and Procom’s Client Services team, maintaining strong relationships and driving program success.

RESPONSIBILITIES:

• Meets regularly with clients to deliver program services, acts as the primary point of contact for issues and escalations, and presents program updates (QBRs).
• Under the manager’s guidance, develops and maintains strong client relationships through various engagement activities such as business lunches, dinners, gifts, and events.
• Regular client-side delivery meetings and touchpoints.
• Generates reports for clients as requested or to assist with the account management activities (e.g. Issue log, Sub vendor reports)
• Ensures smooth running of client programs, addressing issues and maintaining compliance.
• Responds to inquiries, resolve issues, and represent Procom.
• Ensures compliance by understanding and addressing legal requirements, regulations, and client rules.
• Improves performance by monitoring program performance, identifying areas for improvement, and leading projects.
• Manages contractor relationships by handling issues, conducting calls, and supporting transactions.
• Resolves issues by investigating and address problems related to contractors, payments, and collections.