Operations Excellence Manager

Job Description

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 5 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.