πCanada
Manager - Client Operations

Cielo Talent
πRemote - Philippines
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Summary
Join Cielo as a Client Operations Manager and accelerate your career! Work with industry leaders and take ownership of your success. As a member of the client services leadership team, you will focus on delivering business-changing insights and building cutting-edge talent acquisition solutions. The role involves increasing client satisfaction by reviewing service delivery metrics and team processes to drive improvements. You will work remotely from Manila & Malaysia. The position requires a minimum of 10 years in talent acquisition, including 3 years in an operational role.
Requirements
- Experience in recruitment and operational experience is 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)
- Minimum of 10 years in Talent Acquisition, including at least 3 years in an operational role
- Work Location: Manila & Malaysia
- Language Requirement: English
Responsibilities
- 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
Benefits
Work Arrangement: Remote
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