Manager – Client Operations

Job Description

Responsibilities                                                                                                

Operational Performance & Analytics

• Analyze operational and recruitment data to identify performance trends, risks, opportunities, and improvement areas.
• Translate complex metrics into actionable business insights and recommendations.
• Develop reporting narratives and executive summaries that support informed decision-making.
• Partner with Reporting and Client Services teams to ensure data supports business objectives and operational performance.
• Support Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and operational governance discussions.

Governance, Auditing & Compliance

• Conduct operational audits to ensure adherence to recruitment processes, Workday usage, service delivery standards, and client requirements.
• Monitor compliance across recruitment workflows, candidate management processes, and operational activities.
• Identify process gaps, compliance risks, and operational inefficiencies through structured reviews and root-cause analysis.
• Develop and drive corrective action plans that improve compliance and process consistency.
• Maintain operational governance documentation, SOPs, and process controls.

Operational Excellence & Continuous Improvement

• Lead continuous improvement initiatives that enhance operational performance and service delivery outcomes.
• Review existing workflows and processes to identify inefficiencies and optimization opportunities.
• Facilitate process mapping sessions and support redesign efforts where required.
• Establish operational best practices and improve process standardization across the account.
• Monitor effectiveness of implemented improvements and measure resulting business impact.

Workforce Planning & Resource Optimization

• Support workforce planning, forecasting, capacity management, and resource allocation activities.
• Analyze productivity, utilization, staffing, SLA, and operational performance data.
• Partner with leadership teams to identify resource risks and capacity gaps.
• Provide recommendations that optimize workforce effectiveness and support business objectives.

Stakeholder Partnership

• Build strong partnerships with Client Service Leaders, Reporting teams, Shared Services, and operational stakeholders.
• Communicate operational performance, risks, and improvement opportunities clearly and effectively.
• Influence decision-making through data, process expertise, and operational insights.
• Support governance meetings, business reviews, and strategic planning discussions.

Change Management & Training

• Drive adoption of new operational processes, tools, and ways of working.
• Develop SOPs, process documentation, job aids, and operational communications.
• Facilitate training sessions and knowledge-sharing activities.
• Support process changes, operational expansions, and transformation initiatives.
• Monitor adoption and ensure sustained process compliance.

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