Full-Time Manager - Client Operations

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.

Duties and Responsibilities

Key deliverables:

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

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 lens to 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 planning: 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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