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.  

Location -This is a hybrid position that requires presence in office 3 times per week in Farringdon

The individual will be accessible to London (UK) and will be expected to travel to other client sites including Dublin & Warsaw.

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.

Qualifications :

Education:

- Bachelors 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).

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time