MANAGER - CLIENT OPERATIONS
Cielo2
Full-timesenior
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Job description
<p>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.  </p><p><strong><u>Duties and Responsibilities</u></strong>                                                                                                </p><p><strong><u>Key deliverables:</u></strong></p><p>- 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.</p><p>- Consult with client service leaders to ensure flexibility, scalability and effective allocation of resources across the portfolio.</p><p>- Review trends and opportunities, determine variability and business impact, and develop recommendations and/or alternatives by applying structured analysis of various types of data.</p><p>- Partner with shared services to mitigate disruptions ensuring seamless execution on agreed upon terms.</p><p>- Develop and track productivity metrics to ensure the team meets Service Level Agreements (SLA).</p><p>- Help set & monitor fill goals</p><p>- Assist w/ ensure teams are forecasting appropriately.</p><p>- Manage the process and technology effectiveness ensuring a consistent client and candidate experience.</p><p>- Analyze and troubleshoot operational issues for processes and develop action plans to remedy.</p><p>- Lead change management initiatives when new process and procedures are launched.</p><p>- Coordinate projects, develop programs and implement initiatives to enhance experience.</p><p>- Communication of progress, risks, expectations, timelines, milestones and other key project metrics to Service Delivery leaders and team members.</p><p>- Use deep subject matter expertise to hardwire new resources and ways of working consistently through the organization.</p><p>- Drive best practice sharing and adoption of operational excellence.</p><p>- Lead the development and delivery of training as support for teams to increase operational efficiency, compliance, service and overall client satisfaction.</p><p>- Other duties as assigned.</p>
<p><strong><u>Education:</u></strong></p><p>- Bachelor’s degree required.</p><p><strong><u>Experience:</u> </strong></p><p>- Minimum of five years of experience in talent solutions or operational excellence required. </p><p><strong><u>Functional/Technical Knowledge, Skills and Abilities Required:</u></strong></p><p>- Analytical and problem-solving skills with lens to Return on Investment (ROI).</p><p>- Ability to establish trends/opportunities, determine variability and business impact and develop recommendations/alternatives by applying structured analysis of various types of data.</p><p>- Experience with action planning and execution of action planning: measure effectiveness of models and process, tailor updates/amendments based on portfolio/client needs.</p><p>- Ability to plan and manage multiple initiatives simultaneously, formulate and execute individualized plans for client success concurrently.</p><p>- Concentrated understanding of continuous process improvement methodology and has implemented process improvement initiatives in the past.</p><p>- Experience using recruitment technologies such as Applicant Tracking Systems (ATS) and social media tools. - Proficiency with Microsoft Suite (Excel, Word, PowerPoint, Outlook, Visio).</p>
<p>All your information will be kept confidential according to EEO guidelines.</p>
Skills
Applicant Tracking SystemsMicrosoft SuiteExcelWordPowerPointOutlookVisioSocial Media Tools