About Us

Global, inclusive and innovative - welcome to AMS, where talent connects across cultures and backgrounds to shape the future of work.

We work with leading organisations to design and deliver talent strategies that bring together people, process, data and technology, helping millions of people find meaningful work every year. Our diverse, connected community collaborates to create results for clients and opportunities for our people to learn, grow and make an impact.

At AMS, we look for people who bring more than experience, and we welcome different perspectives and ways of thinking.

We are currently hiring a Client Service Manager to support our client in the Pharma industry.

The Role

We recognize that great talent isn’t defined by titles but by skills and mindset.

At AMS, we’re looking for people who bring more than experience - they bring capability, curiosity, and the drive to contribute and grow with the team. If you’re skilled in team management and excited to progress your career, this role could be your next step.

Responsible for the delivery and operational leadership of Team Leaders / Recruiters & Sourcers for one large regional complex solution or multiple regional teams. Supporting the Senior Manager/Client Services director in driving the achievement of the function’s commercial and people strategy; managing their teams to fulfil all contractually agreed service and quality thresholds.
Ensuring that your team have the tools, training, and support that they need to attract, find, and engage great talent. Responsible for ensuring that your team partner with candidates, client recruiters and hiring managers - providing feedback, insight, and advice, delivering an experience that is authentic, engaging, and professional.
Working as a trusted partner with Client Services Leadership team, act as the primary point of escalation for any day-to-day operational issues.
Responsible for reporting performance and progress of all client accounts in accordance with the agreed governance arrangements.

This role is hybrid working 3-4 days onsite at the client's office.

What you will do:

People

• Execute people strategy across team span focussing on hiring, development,
  wellbeing, engagement, and retention.
• Leading, coaching, and developing direct reports (Team Leaders) with a clear focus on tangible outcomes, talent development and provision of destination career pathways
• Team 121's, coaching and development sessions and skip level meetings as appropriate
• Support and where appropriate lead team meetings & engagement activity
• Input into and conduct Talent Review Meetings each Quarter with a focus on talent
  development and mobility across broader teams & COE
• Conduct quarterly performance appraisals, mid-year and end of year reviews,
  including PDPs

Delivery Management/Performance, Compliance and Finance

• Responsible for scaling up/down the teams to ensure delivery against target and
  budget.

• Input in to, and action, account budget and reforecast processes to align team
  structures and performance outcomes with demand plans and client account strategy

• Responsible for ensuring team understands the account’s commercial model, and
  their role in helping achieve its strategic priorities and KPI targets

• Weekly Capacity reviews - workload, risks, challenges, win themes

• Accountable for accurate and timely reporting of operational performance from both an AMS and client perspective. Adopt all new reporting toolkits to accurately manage team capacity, workload allocation, funnel metrics and outputs. Weekly review of performance trends including follow up conversations with DR's and key internal stakeholders

• Execute and deploy client fulfilment strategy across portfolio

• Work with Team Leaders to ensure that tools and channel strategy supports
  achievement of key metrics such as source mix, time to short list etc. and ensure that all Sourcers are utilising all tools effectively. Review of tool utilisation / channel
  utilisation etc. (LinkedIn, Talent Communities, CVDB's etc.)

• Drive down non-compliance for client accounts, increasing account revenue and
  profitability. Review data integrity across ATS & CRM and ensure that TLs are
  conducting QA activity across their teams e.g., Advert management, Screening & Briefing QA, Mandatory Process / Training

  Excellence in Sourcing - Delivery

• Work with AMS peers to understand best practices and opportunity for innovation leveraging experience from other client groups

• Execute & embed Projects / CI / Transformation / Stabilisation as required

You’ll need to demonstrate:

• Demonstrate proven experience within the pharma sector, applying industry-specific knowledge to recruitment or operations

• Proven experience of leading and managing teams effectively, driving performance, engagement, and delivery outcomes

Behavioural Skills:

• Stakeholder Partnering – Proficiency level 3
• Effective Communication - Proficiency level 3
• People Performance Management - Proficiency level 4
• Escalation Management - Proficiency level 4
• Recruitment Strategy Development - Proficiency level 3
• Drives Outcomes - Proficiency level 4
• Issue Resolution - Proficiency level 3
• Service Excellence - Proficiency level 4
• Thrives Under Pressure - Proficiency level 3
• Drives Continuous Improvement - Proficiency level 3
• Commercial Awareness - Proficiency level 3

Technical Skills:

• Recruitment Technology Literacy – End User - Proficiency level 3
• Compliance and Regulatory Knowledge - Proficiency level 3
• Data Literacy - Proficiency level 4

Why AMS?

At AMS, we come from every walk of life - and that’s what makes us unique. Our culture is open, inclusive and built on trust. We empower our people with the flexibility and autonomy to work in ways that bring out their best. We offer career opportunities in every direction you want to explore.

We offer

• Growth and development focused on your strengths
• A team that values being Passionate, Bold, and Authentic
• Supportive communities such as our Employee Resource Groups (ERGs)
• Volunteer day - you get one additional paid day off each year to volunteer for a cause that matters to you
• We are committed to pay transparency and fairness. For this role, the initial expected remuneration is $99,750 CAD to $131,300 CAD plus applicable benefits.

This range is specific to the advertised locations and may not be applicable to other locations.

Supplemental Medical/Dental/Vision, Life, Disability, RRSP/DPSP, Paid Holidays/Vacation/Sick Time, Paid Parental Leave, Performance Bonus

Our statement

We’re committed to creating an environment where everyone feels a sense of belonging. We welcome applicants from all backgrounds and encourage people with diverse skills, perspectives, and experiences to apply. We do not discriminate based upon age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other applicable legally protected characteristic.

If you require any accommodations or have any accessibility needs, please reach out via email [email protected] or make a member of our Talent Acquisition team aware at any time.

If you’re ready to bring your skills and curiosity, click Apply and let’s explore what we can achieve together!

Details

Reference

AMS31033

Closing

15/05/2026

Location

Canada, Toronto

Schedule

Full Time

Business area

Performance Management and Continuous Improvement

Sector

Professional Business Services

Employment Type

Permanent