Manager, Talent Account Management

Arthur J. Gallagher · Sterling

Overview

Together, We Enhance Innovation and Growth

The Manager, Talent Account Management leads the team of Talent Account Managers (TAMs) who run i2G's hiring process from intake to close. The TAMs own the hiring manager relationship and the candidate experience once a candidate enters an active process. This Manager makes sure that work is focused on the right roles, delivered to a consistent standard, and measured in a way the business can trust.

The role is accountable for delivery outcomes, reporting, customer satisfaction and escalations. It works from the priority order set jointly with the Capacity Planning Manager, so that TAM time goes to the roles that matter most to i2G's contracts and markets. It operates on Kastle Systems' talent platforms (iCIMS, LinkedIn and Indeed) and draws its candidate supply from Kastle's Sourcing team.

This is a leadership and delivery role, not a sourcing role and not a demand-planning role. It does not own the demand forecast, which sits with the Capacity Planning Manager. It does not own top-of-funnel sourcing, which sits with Kastle's Sourcing team. It owns what happens between those two: turning qualified leads into hires, and doing it well.

Reporting and working relationships

Chief Operating Officer, i2G (direct). Sets business priorities for the team, evaluates performance and is the escalation point for delivery and resourcing issues.
Senior Director, Talent Acquisition, Kastle Systems (indirect). Sets recruiting process standards, platform usage and compliance expectations, and partners on team practices and reporting.
Capacity Planning Manager, i2G (peer). Owns the labor demand forecast and the rolling requisition priority order. The two roles agree together where TAM effort goes each month.
Kastle Sourcing team (upstream partner). Supplies sourced and inbound candidates to the TAMs. This Manager owns the quality feedback loop back to Sourcing.
i2G hiring managers and branch leadership (customers). The people the TAMs serve. This Manager is the senior point of contact for their satisfaction and their escalations.

Responsibilities

Key responsibilities

1. Team leadership and coaching

Lead, coach and develop three Talent Account Managers. Set clear expectations, run regular one-to-ones and case reviews, and give direct performance feedback.
Assign requisition portfolios to TAMs based on priority, complexity, market and workload, and rebalance as demand shifts.
Set and audit the standard for the TAM role: intake quality, screening rigor, submittal quality, interview coordination, feedback turnaround, offer preparation and close.
Coach TAMs on running difficult conversations with hiring managers, including pushing back on unrealistic requirements or slow decisions.
Hire, onboard and backfill TAMs as needed, and maintain a development path for the team.

2. Prioritization and alignment with capacity planning

Work with the Capacity Planning Manager as the single point of alignment between operations demand and TAM delivery.
Run the team from the rolling 90-day requisition forecast and its agreed priority order. Confirm each month which roles get TAM focus first.
Make sure TAM effort follows priority, not volume of requests or the loudest hiring manager. Flag when priorities conflict or when demand exceeds what the team can deliver.
Take part in the monthly talent acquisition and operations review with data, recommendations and follow-through on decisions.
Raise early warning when a priority role is at risk, including the revenue or delivery consequence, so trade-offs are made with full information.

3. Hiring manager partnership and customer satisfaction

Own the operating relationship with i2G hiring managers and branch leadership at the leadership level, and hold the TAMs to a consistent service standard.
Set and enforce an intake standard so every requisition has a clear profile, priority, compensation range and interview plan before work begins.
Coach managers on selection, speed of decision, compensation and the realities of the candidate market. Hold managers accountable to agreed feedback and decision timelines.
Measure hiring manager satisfaction on a regular cadence and act on what it shows.
Own escalations: receive them, resolve them or route them, and close the loop with the manager and the COO.

4. Candidate experience and delivery quality

Set the standard for candidate communication, momentum and trust from first screen through offer and close, and audit against it.
Review pipeline health and requisition aging weekly. Intervene on stalled roles, slow feedback, weak submittals and offers at risk.
Protect TAM time for moving qualified talent to hire rather than searching from scratch. Send back leads that do not meet the bar, with specific feedback.
Measure candidate satisfaction and offer acceptance, and address the causes when either slips.
Advise on offer construction and close strategy for critical or hard-to-fill roles.

5. Reporting, metrics and data integrity

Publish weekly and monthly reporting to the COO, the Capacity Planning Manager and the Senior Director, Talent Acquisition at Kastle.
Report on the measures that show whether the team is converting demand into hires: time to submit, time to fill, submittal-to-interview and interview-to-offer ratios, offer acceptance rate, requisition aging, pipeline coverage by priority role, and hires against the 90-day plan.
Report on the experience measures as well: hiring manager satisfaction, candidate satisfaction and escalation volume and resolution time.
Keep requisition, candidate and disposition data in iCIMS accurate and current so reporting can be trusted. Audit TAM compliance with data standards.
Explain what the numbers mean and recommend action, rather than only publishing them.

6. Partnership with Kastle Sourcing and platform governance

Partner with Kastle's Sourcing team on the handoff of sourced and inbound candidates to the TAMs, including lead quality standards and turnaround expectations.
Give Sourcing structured feedback on which channels, profiles and searches are producing hires and which are not.
Operate within Kastle's talent acquisition process and its platforms (iCIMS, LinkedIn and Indeed). Raise access, configuration and workflow issues with the Senior Director, Talent Acquisition.
Make sure TAM practice meets equal opportunity, structured interviewing, offer approval and recordkeeping requirements.
Identify process and tooling improvements and bring them forward with data behind them.

Qualifications

Required

Five or more years in full-cycle recruiting, talent acquisition or recruiting delivery, including at least two years leading recruiters or a comparable delivery team.
Demonstrated experience running a hiring manager-facing recruiting model: intake, prioritization, screening, interview management, offers and close.
Experience recruiting for field-based, technical or skilled-trades roles at volume. Relevant sectors include field services, systems integration, construction and specialty trades, engineering services, security, and staffing or recruitment process outsourcing.
A record of setting delivery standards, managing to service levels and reporting recruiting metrics to senior leaders.
Working knowledge of an enterprise applicant tracking system and its reporting. iCIMS experience is strongly preferred. Familiarity with LinkedIn Recruiter and Indeed.
The credibility and directness to coach senior hiring managers on decision speed, compensation and candidate-market realities, and to hold them to account.
Working knowledge of equal opportunity, structured interviewing and recruiting compliance requirements.
Clear written and verbal communication, including handling escalations calmly and professionally.

Preferred

Experience in low-voltage, electronic security, fire, life safety or building systems.
Experience managing recruiting for a client or business unit under an account-management or RPO delivery model.
Experience recruiting for roles gated by licensing, certification, clearance or badging.
Experience working in a matrixed or multi-entity structure, with a direct reporting line in one organization and shared processes and platforms in another.
Comfort building dashboards or reports in iCIMS, Excel or a visualization tool.
Bachelor's degree in business, human resources or a related field, or equivalent practical experience.

Competencies

Delivery accountability. Owns the outcome, not only the process.
Raises the performance of a small team through specific, timely feedback.
Influence across two organizations. Works effectively across i2G operations and Kastle talent acquisition without relying on formal authority over either.
Prioritization discipline. Holds the team to the agreed priority order and says no to work outside it.
Delivers difficult messages to managers, candidates and leaders clearly and constructively.
Service orientation. Treats hiring managers and candidates as customers whose experience matters.
Data fluency. Uses metrics to find the problem and to make the case for change.

Other Eligibility Requirements

Must be able to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state (s) worked.
Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation and drug screening.
If applicable, must continue to maintain a safe driving record and valid driver’s license to fulfill the travel requirements of this position.

Company Overview

Benefits & Perks

We support your financial, professional, and personal well-being with a competitive benefits package, including:

401(k) with Company Match
Healthcare Coverage: Medical, Dental, and Vision plans, with most premiums employer-paid
Employee Assistance Program (EAP): Mental health and wellness support
Paid Time Off:

Exempt Positions: Flexible Time Off (FTO)
Non-Exempt Positions: Tenure-based PTO
Paid Sick Leave

Professional Development:

Annual development stipend
Company-paid certifications
Educational reimbursement for eligible coursework

Career Growth: Opportunities to work on high-impact projects across critical infrastructure, healthcare, data centers, stadiums, and more

This is a position at i2G Systems, a Kastle company.

"Kastle Systems Makes Strategic Investment in i2G Systems, Strengthening Leadership in Serving High-Security Industries and High-Value, Large Scale Facilities" Read More About the Partnership Here:

https://www.kastle.com/kastle-systems-makes-strategic-investment-in-i2g-systems-strengthening-leadership-in-serving-high-security-industries-and-high-value-large-scale-facilities/

Equal Opportunity Statement

Equal Opportunity Statement

i2G Systems is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.