Job Description The Client Operations Manager is responsible for increasing client satisfaction and service by reviewing various service delivery metrics and team processes to drive process improvement changes. As a member of the Cielo client services leadership team, the Client Operations Manager will focus on helping their team and leaders deliver business-changing insights and build and maintain progressive and cutting-edge talent acquisition solutions. Location -This is a hybrid position that requires presence in office 3 times per week in Farringdon The individual will be accessible to London (UK) and will be expected to travel to other client sites including Dublin & Warsaw. Duties and Responsibilities Key deliverables: - Hardwiring, driving best practices, assisting in stabilization, optimization of accounts/key role, drive and understand delivery analytics for efficiency. The role focus includes delivery standards and journey mapping activities. - Consult with client service leaders to ensure flexibility, scalability and effective allocation of resources across the portfolio. - Review trends and opportunities, determine variability and business impact, and develop recommendations and/or alternatives by applying structured analysis of various types of data. - Partner with shared services to mitigate disruptions ensuring seamless execution on agreed upon terms. - Develop and track productivity metrics to ensure the team meets Service Level Agreements (SLA). - Help set & monitor fill goals - Assist w/ ensure teams are forecasting appropriately. - Manage the process and technology effectiveness ensuring a consistent client and candidate experience. - Analyze and troubleshoot operational issues for processes and develop action plans to remedy. - Lead change management initiatives when new process and procedures are launched. - Coordinate projects, develop programs and implement initiatives to enhance experience. - Communication of progress, risks, expectations, timelines, milestones and other key project metrics to Service Delivery leaders and team members. - Use deep subject matter expertise to hardwire new resources and ways of working consistently through the organization. - Drive best practice sharing and adoption of operational excellence. - Lead the development and delivery of training as support for teams to increase operational efficiency, compliance, service and overall client satisfaction. - Other duties as assigned.