Vice President Client Services

Cielo; Wauwatosa (WI); Remote; USD 150,000 - 200,000; Full time

Job summary

Cielo is seeking a Vice President for Client Services to lead and enhance RPO delivery across client accounts. This remote position requires a strong leader with extensive experience in talent acquisition and client relationship management, responsible for building teams and ensuring service excellence.

Qualifications

• Significant experience leading client delivery teams in RPO.
• Strong track record in managing financial performance.
• Proven skills in supervising, coaching, and mentoring.

Responsibilities

• Build and lead high-performing teams focused on service quality.
• Set performance standards and assess progress against goals.
• Drive financial performance and ensure compliance.

Skills

Leadership

Communication

Data Analysis

Stakeholder Management

Team Building

Education

Bachelor's degree in business, HR, or a related field

Job description

The Vice President – Client Services is responsible for leading RPO service delivery teams across a portfolio of client accounts within a sector, ensuring that programs, projects, and the account financials meet or exceed the expectations of Cielo and our clients.

• Location Specifics: This position is remote for candidates who have the right to live and work in the United States.
• Work Arrangement: Remote
• Specific requirements: Experience as a global leader within Talent Acquisition is essential.

Duties and Responsibilities:

• Build a high-performing team of client account leaders focused on providing high-quality services to exceed client expectations.
• Set clear performance standards and goals for the team. Assess progress against goals and standards, and 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 strategic account team to share inputs and feedback. Act on any concerns raised.
• Provide input into the sales process, including client needs analysis, participating in sales presentations, and articulating Cielo services.
• Ensure customer teams have strong relationships and regular proactive touchpoints with clients at all levels.
• Effectively and appropriately deal with any client escalations. Ensure escalation protocols are in place across the portfolio.
• Ensure productivity is optimized across the portfolio.
• Ensure that the service provided to the client is compliant and auditable.
• Review resources across the portfolio to maximize efficiency. Address any under or excess resourcing promptly.
• Ensure that the services provided to clients are transparent, reportable, and demonstrate value addition to clients.
• 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 actions to close gaps against the account budget.
• Identify financial risks and implement strategies to mitigate them.
• Conduct workforce planning activities to identify needs and trends for early action on resourcing needs.
• Provide insights related 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 maximize customer value.
• Other duties as assigned.

Supervisory Responsibilities:

The Vice President – Client Services will lead a team that may include 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
• Qualifications
• Position Requirements
• Education
• Bachelor's degree in business, HR, or a related 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 analyze data, identify opportunities, and use data to drive decisions.
• Excellent communication and interpersonal skills, a team player capable of working across all levels.
• High level of self-organization and prioritization, with excellent attention to detail.

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