Executive Vice President - Client Services (RPO)
Company DescriptionAre you an experienced RPO Senior Leader with a passion for delivering exceptional client experience? If so we would would like to hear from you.
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 strategic Recruitment Process Outsourcing (RPO) partner.
The industry has verified Cielo's reputation for executing innovative solutions that provide business impact through numerous awards and recognitions, including its annual leadership position on the HRO Today RPO Baker's Dozen listing, Peak Matrix Leader placement by Everest Group and Industry Leader designation by NelsonHall.
Cielo is an equal opportunity employer and will not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, genetic information, or any other status protected by state or local law for an individual who falls within the jurisdiction of such law.
Applicants who require an accommodation throughout the application and interview process should request this in advance by contacting Cielo Talent Acquisition at +1 877 797 3379 or at email protected Job DescriptionThis is a newly created role that will drive client satisfaction for our Global RPO clients, ensuring that SLAs, KPIs and financials are met or exceeded whilst continuously identifying opportunities to program efficiency, risk management and compliance, and leading process improvement / change programs to enhance performance and results.
Key Deliverables Leadership Build a high performing team of senior leaders focused on providing high quality services to exceed the expectations of clients Develop strategic long-range plans that align with the organizational business plans Set clear performance standards and goals across the function.
Hold team members accountable to deliver against standards and goals Provide strategic direction and coaching to your leaders, focusing on their continuous development and career opportunities in Cielo Ensure Customer teams have strong relationships and regular proactive touch points with clients at all levels Effectively and appropriately deal with senior level client escalations.
Ensure escalation protocols are in place and adhered to.
Hold client delivery escalation meetings and articulate a clear plan with deliverables to improve any concerns.
Analyze performance data, distinguish between the sectors to tailor understanding of success and effectiveness.
Take action to ensure goals, SLAs and Metrics tied to SOWs are delivered against and implement corrective actions to address gaps and exceed client expectations Closely partner with the Strategic Account Vertical leaders, provide inputs and take counsel.
Escalate concerns or risk to client account Identify process improvements and operational efficiencies to enhance service delivery and drive client satisfaction Identify and lead change management activity, ensuring appropriate planning and adoption of changes.
Lead the budgeting review process for the function in partnership with Finance, providing awareness and insights.
Oversee forecasting across the accounts.
Deliver a credible and robust forecast of volume, revenue and cost for all sectors Lead workforce planning activities to identify needs and trends that facilitate early action to address resourcing needs Stay current with system development and provide insights to customers and internal departments Ensure new system functionality is introduced to maximise customer value QualificationsPosition Requirements:
Education:
Bachelors degree in business, HR or associated field preferred
Experience:
Significant experience leading senior level teams in client delivery in RPO with a track record of quickly building and maintaining robust relationships at a senior level based on trust and confidence Experience building and retaining a large, blue chip customer base Experience of partnering and influencing senior level peers across a global business Experience managing global P&L's of large volume and complexity Proven record of excellent people management skills with experience in supervising, coaching and mentoring at a senior level Proven experience analysing data to drive improved business outcomes Experience of driving culture change across a large population Exposure:
Deep understanding of client relationship management, service delivery processes, and customer success principles.
Exceptional leadership and people management skills, with a track record of building and motivating high-performing teams.
Strong strategic thinking and the ability to drive business growth and profitability within client accounts.
Ability to effectively influence internal and external stakeholders Proactively increases own knowledge and commercial awareness whilst keeping abreast of new innovations in talent management Demonstrated ability to effectively manage client escalations and navigate complex client relationships.
Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
Proven ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Ability to analyse complex situations conceptually and provide workable solutions to a variety of stakeholders 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 InformationAll your information will be kept confidential according to EEO guidelines.
Recommended Skills Analytical Attention To Detail Change Management Coaching And Mentoring Commercial Awareness Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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 strategic Recruitment Process Outsourcing (RPO) partner.
The industry has verified Cielo's reputation for executing innovative solutions that provide business impact through numerous awards and recognitions, including its annual leadership position on the HRO Today RPO Baker's Dozen listing, Peak Matrix Leader placement by Everest Group and Industry Leader designation by NelsonHall.
Cielo is an equal opportunity employer and will not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, genetic information, or any other status protected by state or local law for an individual who falls within the jurisdiction of such law.
Applicants who require an accommodation throughout the application and interview process should request this in advance by contacting Cielo Talent Acquisition at +1 877 797 3379 or at email protected Job DescriptionThis is a newly created role that will drive client satisfaction for our Global RPO clients, ensuring that SLAs, KPIs and financials are met or exceeded whilst continuously identifying opportunities to program efficiency, risk management and compliance, and leading process improvement / change programs to enhance performance and results.
Key Deliverables Leadership Build a high performing team of senior leaders focused on providing high quality services to exceed the expectations of clients Develop strategic long-range plans that align with the organizational business plans Set clear performance standards and goals across the function.
Hold team members accountable to deliver against standards and goals Provide strategic direction and coaching to your leaders, focusing on their continuous development and career opportunities in Cielo Ensure Customer teams have strong relationships and regular proactive touch points with clients at all levels Effectively and appropriately deal with senior level client escalations.
Ensure escalation protocols are in place and adhered to.
Hold client delivery escalation meetings and articulate a clear plan with deliverables to improve any concerns.
Analyze performance data, distinguish between the sectors to tailor understanding of success and effectiveness.
Take action to ensure goals, SLAs and Metrics tied to SOWs are delivered against and implement corrective actions to address gaps and exceed client expectations Closely partner with the Strategic Account Vertical leaders, provide inputs and take counsel.
Escalate concerns or risk to client account Identify process improvements and operational efficiencies to enhance service delivery and drive client satisfaction Identify and lead change management activity, ensuring appropriate planning and adoption of changes.
Lead the budgeting review process for the function in partnership with Finance, providing awareness and insights.
Oversee forecasting across the accounts.
Deliver a credible and robust forecast of volume, revenue and cost for all sectors Lead workforce planning activities to identify needs and trends that facilitate early action to address resourcing needs Stay current with system development and provide insights to customers and internal departments Ensure new system functionality is introduced to maximise customer value QualificationsPosition Requirements:
Education:
Bachelors degree in business, HR or associated field preferred
Experience:
Significant experience leading senior level teams in client delivery in RPO with a track record of quickly building and maintaining robust relationships at a senior level based on trust and confidence Experience building and retaining a large, blue chip customer base Experience of partnering and influencing senior level peers across a global business Experience managing global P&L's of large volume and complexity Proven record of excellent people management skills with experience in supervising, coaching and mentoring at a senior level Proven experience analysing data to drive improved business outcomes Experience of driving culture change across a large population Exposure:
Deep understanding of client relationship management, service delivery processes, and customer success principles.
Exceptional leadership and people management skills, with a track record of building and motivating high-performing teams.
Strong strategic thinking and the ability to drive business growth and profitability within client accounts.
Ability to effectively influence internal and external stakeholders Proactively increases own knowledge and commercial awareness whilst keeping abreast of new innovations in talent management Demonstrated ability to effectively manage client escalations and navigate complex client relationships.
Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
Proven ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Ability to analyse complex situations conceptually and provide workable solutions to a variety of stakeholders 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 InformationAll your information will be kept confidential according to EEO guidelines.
Recommended Skills Analytical Attention To Detail Change Management Coaching And Mentoring Commercial Awareness Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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