Vice President – Client Services

Summary

Join Cielo as a Vice President – Client Services and lead RPO service delivery teams across a portfolio of client accounts. Ensure programs, projects, and account financials meet or exceed expectations. This remote position requires fluent English and significant experience leading client delivery teams in RPO. You will build high-performing teams, provide leadership and coaching, and build strong stakeholder relationships. Responsibilities include managing financial performance, conducting workforce planning, and ensuring client service compliance. The role involves supervising a team of recruitment professionals and contributing to the sales process.

Requirements

• Bachelors degree in business, HR or associated field preferred
• Significant experience leading client delivery teams in RPO with a track record of quickly building and maintaining robust relationships at a senior level based on trust and confidence
• Experience managing financial performance
• Proven record of excellent people management skills with experience in supervising, coaching and mentoring
• Ability to effectively influence internal and external stakeholders
• Ability to analyze data, identify opportunities and use data to drive decisions
• Excellent communication and interpersonal skills, a team player that can work across all levels
• High level of self-organization and prioritization, excellent attention to detail
• Experience as a global leader within Talent Aquisition is essential
• English - Fluent

Responsibilities

• Build a high performing team of client account leaders focused on providing high quality services to exceed the expectations of clients
• Set clear performance standards and goals for the team. Assess progress against goals and performance standards, proactively address gaps
• Provide leadership and coaching to your leaders, focusing on their continuous development and career opportunities in Cielo
• Drive the development of teams across the portfolio, implementing talent assessment and succession planning
• Build strong stakeholder relationships at different levels in the client organization
• Partner with internal Cielo teams and client leaders to ensure successful implementations with new clients
• Conduct stakeholder analysis
• Employ a clear understanding of the Master Service Agreement and the formal and/or informal agreements, including the Statement of Work
• Hold regular client delivery review meetings. Identify gaps in service and articulate a clear plan with deliverables to improve any concerns
• Partner with the strategic account team to share inputs and feedback. Act on any concerns raised
• Provide input into the sales process including if required client needs analysis, participating in sales presentations and articulating Cielo services
• Ensure Customer teams have strong relationships and regular proactive touch points with clients at all levels
• Effectively and appropriately deal with any client escalations. Ensure escalation protocols are in place across the portfolio
• Ensure that productivity is optimised across the portfolio
• Ensure that the service provided to the client is compliant and auditable
• Review resources across the portfolio to maximise efficiency. Ensure any under or excess resourcing is promptly addressed
• Ensure that the services provided to clients are transparent and reportable and the data demonstrates value add to clients
• Support or deliver effective change management
• Provide inputs into the annual budgeting process
• Deliver a credible and robust forecast of volume, revenue and cost
• Ensure financial targets for the portfolio are met or exceeded
• Implement any required actions to close gaps against the account budget
• Identify financial risk and implement strategies to mitigate
• Conduct workforce planning activities to identify needs and trends that facilitate early action to address resourcing needs
• Provide insights relating to performance and client needs across each account
• Stay current with system development and provide insights to customers and internal departments
• Ensure new system functionality is introduced to maximise customer value
• Other duties as assigned