Vice President – Client Services

Cielo•Wauwatosa, WI

1d•Remote

About The Position

The Vice President – Client Services is responsible for leading RPO service delivery teams across a portfolio of client accounts, ensuring that programs, projects and the account financials meet or exceed the expectations of Cielo and our clients. This vacancy is a US remote based role for residents who have the right to live and work within the US.

Requirements

Significant experience leading client delivery teams in RPO with a track record of quickly building and maintaining robust relationships at a senior level based on trust and confidence.
Experience managing financial performance.
Proven record of excellent people management skills with experience in supervising, coaching and mentoring.
Ability to effectively influence internal and external stakeholders.
Ability to analyse data, identify opportunities and use data to drive decisions.
Excellent communication and interpersonal skills, a team player that can work across all levels.
High level of self-organisation and prioritisation, excellent attention to detail.

Nice To Haves

Batchelors degree in business, HR or associated field preferred.

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 Sales 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.
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.