Full-Time Client Operations Manager

The Client Operations Manager is responsible for increasing client satisfaction and service by reviewing service delivery metrics and team processes to drive process improvement changes.

As a member of the Cielo client services leadership team, the Client Operations Manager will focus on helping their team and leaders deliver business-changing insights and build and maintain progressive and cutting-edge talent acquisition solutions.

Location Specifics: The position is remote for candidates based in PST or MST hours only.

Language Requirements: English

Work Arrangement: Remote

Duties and Responsibilities

1. Hardwiring, driving best practices, assisting in stabilization, optimization of accounts/key roles, drive and understand delivery analytics for efficiency. Focus includes delivery standards and journey mapping activities.
2. Consult with client service leaders to ensure flexibility, scalability, and effective allocation of resources across the portfolio.
3. Review trends and opportunities, determine variability and business impact, and develop recommendations/alternatives by applying structured analysis of various types of data.
4. Partner with shared services to mitigate disruptions ensuring seamless execution on agreed-upon terms.
5. Develop and track productivity metrics to ensure the team meets Service Level Agreements (SLAs).
6. Help set & monitor fill goals
7. Assist with ensuring teams are forecasting appropriately.
8. Manage the process and technology effectiveness ensuring a consistent client and candidate experience.
9. Analyze and troubleshoot operational issues for processes and develop action plans to remedy them.
10. Lead change management initiatives when new process and procedures are launched.
11. Coordinate projects, develop programs, and implement initiatives to enhance experience.
12. Communicate progress, risks, expectations, timelines, milestones, and other key project metrics to Service Delivery leaders and team members.
13. Use deep subject matter expertise to hardwire new resources and ways of working consistently throughout the organization.
14. Drive best practice sharing and adoption of operational excellence.
15. Lead the development and delivery of training to support teams, increasing operational efficiency, compliance, service, and overall client satisfaction.
16. Other duties as assigned.

Education: Bachelor's degree required.

Experience: Minimum of five years of experience in talent solutions or operational excellence required.

Functional/Technical Knowledge, Skills, and Abilities Required:

• Analytical and problem-solving skills with a lens toward Return on Investment (ROI).
• Ability to establish trends/opportunities, determine variability and business impact, and develop recommendations/alternatives by applying structured analysis of various types of data.
• Experience with action planning and execution of action plans; measure effectiveness of models and process, tailor updates/amendments based on portfolio/client needs.
• Ability to plan and manage multiple initiatives simultaneously; formulate and execute individualized plans for client success concurrently.
• Concentrated understanding of continuous process improvement methodology and has implemented process improvement initiatives in the past.
• Experience using recruitment technologies such as Applicant Tracking Systems (ATS) and social media tools.
• Proficiency with Microsoft Suite (Excel, Word, PowerPoint, Outlook, Visio).

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