What does an Onsite MSP Program Manager do? | DCR Workforce Blog

What does an Onsite MSP Program Manager do?

Are you getting your money’s worth out of the onsite program managers for your contingent workforce Managed Services Program?

I recently attended a conference of indirect procurement officers.  Over lunch, one senior officer told me about an internal debate raging in his company regarding whether their MSP was ‘doing a good job’.  Over the past two years, their MSP had worked with them to establish consistent pay rates, reduce bill rates, and consolidate staffing suppliers.  So where’s the problem?

The Chief Financial Officer was pressuring Procurement to do something about the ongoing “out of program spend”.  Hiring Managers viewed the program as “yet another bureaucratic Human Resources initiative.”  I suggested that he look closely at the services provided by the onsite program managers. Simply put, the role of the onsite program manager is to ensure that everybody wins.

The onsite program manager is the client’s agent, and is responsible for the smooth daily operation of the program.  The individual ensures that job requisitions are properly processed, users are trained on operational processes and VMS technology, payroll is accurately processed, suppliers are paid, client questions are quickly answered, and issues are resolved or escalated. The onsite program manager oversees supplier activities, including candidate screening, interviews, engagement offers, onboarding, and offboarding.

The best onsite program managers do much more.  In well run programs, clients look to the MSP onsite team to:

  • Increase program participation. There are three ‘secrets’ to increasing program participation and reducing rogue spend.  First, build awareness of the program through in-house promotions and get-togethers. Second, listen to the user community’s priorities and concerns, and do something to address them. Be highly visible.  Establish regular and informal discussion sessions. Third, show value.  Hiring managers want to see positions quickly filled with top quality candidates.  Human Resources personnel need to eliminate risk through full compliance and enforcement.  The Procurement team expects a greater return on investment.
  • Educate the client. As a subject matter expert on contingent workforce management, the onsite program manager should provide ongoing briefings and seminars on temporary labor employment legislation, emerging industry trends, technological advancements, labor supply and demand, and other topics of value to the client.  Where appropriate, the program manager should schedule webinars or onsite briefings using industry experts.
  • Coach the suppliers. Treat all suppliers fairly.  Provide constructive and timely feedback on submitted candidates.  Respond to questions or concerns quickly.  And, most importantly, recognize great performance.
  • Recognize opportunities for program enhancement.  As the leader of the “on the ground’ team, look for early indicators of areas needing improvement.  Identify opportunities to bring increased value to the program.  Regularly communicate these ideas to the MSP program director.

Henry Ford once said, “Coming together is a beginning; keeping together is progress; working together is success.” This is the essence of a great MSP onsite program manager.

The content on this blog is for informational purposes only and cannot be construed as specific legal advice or as a substitute for competent legal advice. They reflect the opinions of DCR Workforce and may not reflect the opinions of any individual attorney. Do contact an attorney for advice specific to your issue or problem.
Lalita is a people/project manager with extensive experience in operations, HCM and training and development across industries like banking, education, business consulting, BPO and information technology. She believes in a dynamic approach to life and learning as change is the only constant.