Manager - Client Operations
The Client Operations Manager is responsible for increasing client satisfaction and service by reviewing various 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. The role 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).
All your information will be kept confidential according to EEO guidelines.