Client Services Director

4 weeks ago

Gurgaon, Haryana, India Cielo Talent Full time

Job Description

The Client Services Manager (CSM) is responsible for leading a team of recruiters to deliver a best-in-class service to clients across one or more client accounts, building trust and strong relationships with key client contacts to achieve the talent acquisition partnership goals.

Key Responsibilities

  • 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.
  • Provide leadership and coaching to direct reports.
  • 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.
  • Complete performance management processes, including providing feedback and proactively addressing gaps.
  • Provide leadership to the team by earning trust, motivating, and inspiring great performance while fostering a positive, inclusive environment that encourages collaboration and learning.

Client Management

  • Showcase an extremely high level of understanding and become fully engrained in the client organization, including building strong relationships with key stakeholders and organizational structure.
  • Partner with internal Cielo teams and client leaders to ensure successful implementation of new clients.
  • Develop recruiting metrics and analytics that provide insights and drive decision-making, including time to fill, aging, cost per hire, candidate and hiring leader satisfaction surveys, recruiter productivity, source of candidate, and hire among others.
  • Directly work with Recruiters and hiring leaders to foster relationships and build trust.
  • Manage programs, events, and campaigns to build a candidate pipeline and drive recruiting strategy to meet hiring goals.
  • Drive the team to develop comprehensive, strategic hiring strategies, including passive candidate outreach, recruitment marketing plans, and utilization of cutting-edge recruitment technologies.
  • Participate in client meetings, sharing updates and data. Discuss gaps in service delivery with proactive plans to address and remediate.
  • Support recruitment process needs of clients.

Cielo Operational Excellence

  • Leverage shared delivery resources effectively.
  • Maximize the use of Cielo resources to meet goals.
  • Responsible for Cielo-specific metric reports and P&L management.
  • Drive standardization, continuous improvement, and consistency of processes and procedures.
  • Effectively work as part of the Cielo Client Services Management team to share best practices and drive organizational initiatives.
  • Additional duties as assigned.

Qualifications

Qualifications

Position Requirement

Experience:

  • Prior experience in a results-oriented TA role in talent acquisition or human resources.
  • Experience coaching peers or managing a team.

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.

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