Vice President – Client Services

Vice President – Client Services

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.

Location: This vacancy is a US remote based role for residents who have the right to live and work within the US.

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 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.

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.

Qualifications

• Position Requirements

Education

• Batchelors degree in business, HR or associated field preferred.

Experience

• 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.

Exposure:

• 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

• Additional information

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