Copy of 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.  Work Location: Manila & MalaysiaWork Arrangement: RemoteLanguage Requirement: EnglishSpecific requirements: Minimum of 10 years in Talent Acquisition, including at least 3 years in an operational role.Duties and 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 goalsAssist 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.