Client Services Director

Company Description

Are you ready to accelerate your career? Join Cielo as a Client Services Director! A career at Cielo will give you the opportunity to work with the industry’s smartest people and to take ownership of your success!  

Cielo is a brand that reflects our big idea – that talent is rising – and with it our opportunity to rise above. We create careers for ambitious people by moving beyond traditional assumptions of what it means to work in talent acquisition.

Cielo is the world's leading Talent Acquisition Partner. We deliver a better talent experience for everyone through Talent Acquisition, Search, Consulting, and Digital Accelerators™. With our fresh approach – we design and build comprehensive, proven solutions inspired by technology to find and keep the unique talent that elevates our clients above the competition.

Job Description

The Client Services Director has accountability for successful delivery of RPO services to clients, through leading high performance teams, delivering services to the highest standard, implementing improvements and innovations and effective stakeholder management.

Duties And Responsibilities:

Team Leadership

• Lead a high performing team to provide high quality services focused on exceeding the expectations of clients
• Set clear performance standards and goals for the team. Assess progress against goals and performance standards, proactively address gaps.
• Hold managers accountable for hiring, managing and developing a team of capable, highly ambitious and motivated employees to deliver high quality services to client
• Provide leadership and coaching to direct reports and their teams.
• Establish regular communications with direct reports through 1-1 meetings, team meetings with established agendas or other regular touch points. Provide in the moment feedback.
• Hold managers accountable for utilizing established goal setting and performance management processes and tools, including providing feedback and proactively addressing gaps
• Serve as part of the Cielo delivery team

Client Management

• Build strong relationships with key client contacts
• Seek to understand client TA pain points and needs and build an understanding of client organization, structure and business drivers
• Lead the team to develop comprehensive hiring strategies including passive candidate outreach, recruitment marketing plans and utilization of cutting-edge recruitment technologies.
• Identify the opportunities and drive implementation of innovative programs, events and campaigns to build candidate pipeline and drive recruiting strategy to meeting hiring goals.
• Partner with internal Cielo teams and client leaders to ensure successful implementations with new clients.
• Employ a clear understanding of the Master Service Agreement and the formal and/or informal agreements, including the Statement of Work.
• Hold regular client 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
• Effectively and appropriately deal with any client escalations
• Ensure our service is measured, including surveys, meetings and that needs of the account are clearly communicated.
• Develop recruiting metrics and analytics that provide insights and drive decisions, including time to fill, aging, cost per hire, candidate and hiring leader satisfaction surveys, recruiter productivity, source of candidate and hire among others.

Cielo Operational Excellence

• Provide accurate forecasting. Develop plans to address gaps in budgeted financials
• Manage the budget and ensure systems are in place to track expenses, oversee budgeting process.
• Drive standardization and consistency of processes and procedures.
• Participate, communicate, and support Cielo company-wide initiatives.
• Manage team resources to ensure operational effectiveness. Proactively address resource levels in excess or below level needed for optimal service delivery.
• Additional duties as assigned.

Qualifications

Position Requirement

Experience:

• Prior experience in a results-oriented leadership role in talent acquisition or human resources. 
• Experience leading virtual teams in a corporate talent acquisition function either in-house or in an RPO environment.

Exposure:

• Exposure and knowledge of various recruitment technologies, including Applicant Tracking Systems (ATS) and social media tools
• Strong proficiency in Microsoft Office Suite

Education:

• Bachelor’s degree in business, management, human resources, or related field, preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.