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.
Work Location: Germany
Work Arrangement: remote, based out of Germany
Work Schedule: standard office hours
Specific requirements: German language required, ideal candidate comes from RPO or Staffing industry
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.