Staffing Manager (South Africa – Standard Hours)

Anticipated Contract End Date/Length: 12-month fixed-term contract, with the potential to convert to a permanent
Work set up: Remote

We are looking for a Staffing Manager to serve as the direct line of contact for staffed associates, responsible for delivering all aspects of onboarding, post-placement coaching, support, and ongoing management. This role requires working cross-functionally with internal teams and acting as a key point of contact for both clients and associates. Associates will look to you to ensure they have everything needed to succeed and enjoy a rewarding professional experience. Internal stakeholders will rely on you to uphold a high standard of service and ensure both associates and clients experience a partnership that is supportive, responsive, and exceeds expectations.

This position will operate during standard South Africa hours (SAST/GMT) and is best suited to someone who enjoys structured collaboration and is passionate about people, process, and performance.

What you will do:

Community and Retention

• Work with associates and clients to help ensure a smooth and positive overall experience.
• Make sure associates have a clear understanding of client expectations and have everything they need to succeed.
• Collaborate with associates and clients to address any issues, questions, or concerns as they arise.
• Work through client feedback and assist associates in forming a plan to excel in their role.
• Establish and maintain strong working relationships with individual associates to maintain oversight into important developments in their role and a good understanding of their day-to-day responsibilities.
• Identify areas where further tailored support or learning would be helpful and help coordinate accordingly.
• Contribute to a community where associates feel a strong sense of support and belonging with the company through various touchpoints and communications.
• Celebrate important events and milestones with associates and provide support in times of need.
• Communicate client news and updates.

Business Support

• Collaborate with departments to implement new systems, processes, and procedures relevant to associates.
• Identify areas of opportunity for growth and new services, and carry out special projects that support business development.
• Review associate hours to remediate overbilling, incorrect billing, or unplanned overtime billing.
• Identify associates who do not fit the model and, in extreme cases, advise on whether such associates should be provided further opportunities.
• Proactively manage rate discussions with clients and associates in compliance with departmental pricing standards and remuneration processes.
• Manage the administrative and operational aspects of assigned staffing placements.
• Stay knowledgeable and up to date with contractual and service agreement documents, including terms and conditions of associate employment agreements.
• Maintain people and account records in a tracking database to effectively manage placements and assist in decision-making and handling challenges and escalations.
• Coordinate with internal teams and divisions (e.g., Finance, People Operations, Commercial) to manage associate details, changes, and placement updates.
• Manage associate overtime claims and leave claims using an HR software database.
• Review and create Statements of Work (SOWs) based on client service needs.
• Maintain reporting and documentation as necessary.
• Support Finance and Commercial teams to ensure invoices and payments are processed and managed in a timely manner.

Client Management

• Build relationships with clients where associates have been placed.
• Gather feedback from clients to manage associate performance and expectations.
• Facilitate and resolve points of connection and feedback between associates and clients, escalating as necessary.
• Actively review associate hours to ensure adherence to client budgeted spend.
• Negotiate program renewals and change requests for placed associates.
• Actively seek areas of new business with clients by sharing full-service capabilities.
• Contribute knowledge and share relevant information with other service lines working on the same client accounts and with account direction.