Manager – Client Operations

Job Description

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.

Qualifications

Education:

– Bachelor’s degree required.

Experience: 

– Minimum of five 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)

Are you interested in this position?
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