Job Description
The Vice President – Client Services is responsible for leading RPO service delivery teams across a portfolio of client accounts within a sector, ensuring that programs, projects and the account financials meet or exceed the expectations of Cielo and our clients.
- Location Specifics: This position is remote for candidates who have the right to live and work in the United States.
- Language requirement: English - Fluent
- Work Arrangement: Remote ****
- Specific requirements: Experience as a global leader within Talent Aquisition is essential.
Duties and Responsibilities:
- Build a high performing team of client account leaders focused on providing high quality services to exceed the expectations of clients.
- Set clear performance standards and goals for the team. Assess progress against goals and performance
- standards, proactively address gaps.
- Provide leadership and coaching to your leaders, focusing on their continuous development and career opportunities in Cielo.
- Drive the development of teams across the portfolio, implementing talent assessment and succession planning.
- Build strong stakeholder relationships at different levels in the client organization.
- Partner with internal Cielo teams and client leaders to ensure successful implementations with new clients.
- Conduct stakeholder analysis.
- Employ a clear understanding of the Master Service Agreement and the formal and/or informal agreements, including the Statement of Work.
- Hold regular client delivery review meetings. Identify gaps in service and articulate a clear plan with deliverables to improve any concerns.
- Partner with the strategic account team to share inputs and feedback. Act on any concerns raised.
- Provide input into the sales process including if required client needs analysis, participating in sales presentations and articulating Cielo services.
- Ensure Customer teams have strong relationships and regular proactive touch points with clients at all levels.
- Effectively and appropriately deal with any client escalations. Ensure escalation protocols are in place across the portfolio.
- Ensure that productivity is optimised across the portfolio.
- Ensure that the service provided to the client is compliant and auditable.
- Review resources across the portfolio to maximise efficiency. Ensure any under or excess resourcing is promptly addressed.
- Ensure that the services provided to clients are transparent and reportable and the data demonstrates value add to clients.
- Support or deliver effective change management.
- Provide inputs into the annual budgeting process.
- Deliver a credible and robust forecast of volume, revenue and cost.
- Ensure financial targets for the portfolio are met or exceeded.
- Implement any required actions to close gaps against the account budget.
- Identify financial risk and implement strategies to mitigate.
- Conduct workforce planning activities to identify needs and trends that facilitate early action to address resourcing needs.
- Provide insights relating to performance and client needs across each account.
- Stay current with system development and provide insights to customers and internal departments.
- Ensure new system functionality is introduced to maximise customer value.
- Other duties as assigned.
Supervisory Responsibilities:
The Vice President – Client Services will lead a team that may consist of Senior Recruiters, Client Services Managers, Managers – Recruitment Enablement, Senior Client Services Managers, Directors – Client Services, Director – Operations, and Senior Directors – Client Services, providing guidance, conducting performance reviews, and supporting professional growth.