Onsite management - an interview with Sylwia Kowalczyk

Onsite management is more than just a title — it's a multifaceted role that encompasses various facets of our business, from HR and payroll to operational excellence and client relations. Today, we're diving into the world of onsite management with Sylwia Kowalczyk, a Job&Talent Onsite Manager based in the UK. We'll explore the essential role of onsite managers, their transition into the position, their impact on clients and workers, strategies for team engagement, and the key metrics defining success. 

Onsite management - what does that look like on a day-to-day basis? 

As a vital component of our company, Onsite Management plays a crucial role in representing our organization and achieving our goals. Our scope and touchpoints include HR and payroll, operations, revenue, and business support. We manage, maintain, and support daily business partnerships with clients and the workforce Job&Talent provides to them. Onsite Managers bring a diverse set of skills to the clients, including communication, problem-solving, project management, strategic and analytical thinking, organizational proficiency, mentoring, coaching, employee relationship management, as well as overseeing performance and absence. Given our position as the initial and final point of contact for both clients and workers, the potential positive impact of Onsite Management is undeniable.

What’s your background and how did you move into onsite management? 

I began my career as a consultant, and the natural progression led me to become an Onsite Manager. With experience across various industries such as retail, hospitality, and contact/call centers, I navigated different work cultures and management styles, fostering adaptability, resilience, and the ability to adjust to new environments and changes.

What role plays onsite management for the client?

Sealing the strategic partnership and contract of our company with clients, it guarantees the delivery of the best and high-level service. The key to success lies in direct communication and always being "hands-on" and "thinking ahead," addressing any issues, problems, or conflicts before they arise to ensure the smoothest possible cooperation.

… and for the workers?

For employees, we serve as the face of the company they have a contract with, which is essential. They feel valued, secure, and supported, knowing primarily to whom to turn if they need help. Onsite managers play the bridging role between employees and clients, shouldering the responsibilities that come with this representation and aiming to sustain the best service for both the workforce and the company.

How do you keep your onsite team engaged and motivated? 

Engaging directly with workers on a daily basis is part of our routine, utilizing all available channels to effectively connect and ensuring the message reaches everyone. We encourage their participation in projects, surveys, and newsletters. We are open to their suggestions, ideas, and needs, ensuring that all information is conveyed to the right individuals within or outside the organization, including clients.

What are the most important metrics for you that help you measure success?

The metrics for success depend on whether the goals are short or long term, but the overarching focus is always on delivering the best service and outcomes. Personally, my success is measured by factors such as the high level of client and workforce satisfaction , increasing workforce and their hours whenever possible, maintaining a low absence level, ensuring low retention and high performance, all of which contribute to a larger profit.