The Senior Director - Client Services has accountability for overall team and partnership success. The Senior Director - Client Services drives the strategic outputs for their client(s) and leadership team and successfully provides leadership to their teams by earning employee trust, motivating, and inspiring great performance while fostering a positive environment that encourages collaboration, development and empowers decision making.
Additionally, the Senior Director - Client Services successfully serves customers by earning trust and building strong relationships to achieve partnership goals. The Senior Director - Client Services demonstrates Cielo leadership and consistently drives themselves and their teams to meet organizational goals, while maintaining a culture of operational excellence. As a senior member of the client services leadership team, the Senior Director - Client Services provides mentorship and guidance to Client Service Leaders as part of their role.
Duties and Responsibilities
- Lead Client Services Directors, Client Services Managers, and Delivery Leaders who lead and manage all recruiting operations capabilities, including sourcing, screening, and coordination functions.
- Define clear performance goals and objectives for the team.
- Support and collaborate with direct reports, including Client Services Directors, Client Services Managers and Delivery Leaders who are responsible for hiring, performance management and career development for a recruiting team of smart, highly ambitious employees in a variety of recruiting and recruiting support roles.
- Develop recruiting metrics and analytics that provide insights and drive decision, including time to fill, aging, cost per hire, candidate and hiring leader satisfaction surveys, recruiter productivity, source of candidate and hire among others.
- Provide leadership and inspiration to direct reports and their teams.
- Establish regular communications with direct reports through 1-1 meetings, team meetings with established agendas or other regular touch points.
- Drive the team to develop comprehensive, strategic hiring strategies including passive candidate outreach, recruitment marketing plans and utilization of cutting-edge recruitment technologies.
- Hold Client Services Directors and Client Services Managers accountable for utilizing established goal setting and performance management processes and tools.
- Identify the opportunities and drive implementation of innovative programs, events and campaigns to build candidate pipeline and drive recruiting strategy to meeting hiring goals.
- Serve as part of the Cielo Director team to ensure best practice sharing & organizational impact across the organization.
- Build and drive Strategic Account Plan to meet account and organizational goals.
- Involvement in the sales process with Business Development which could include conducting client needs analysis, participating in sales presentations and articulating Cielo services.
- Serve as subject matter expert to current and prospective clients throughout the sales process.
- Partner with internal Cielo teams and client leaders to ensure successful implementation of new clients.
- Collaborate with the Solution Design and Enabling Excellence teams as well as Business Development to understand and drive the early-partnership processes and success.
- Conduct stakeholder analysis.
- Showcase an extremely high level of understanding and becomes fully engrained in the client organization including relationships with key stakeholders, organizational structure to further demonstrate “We Become You”.
- Employ a clear understanding of the Master Service Agreement and the formal and/or informal agreements, including the Statement of Work.
- Lead monthly, quarterly, and yearly reviews as needed in partnership with Client Services Directors, Client Service Managers, and Delivery Leaders.
- Accountable for Cielo-specific metric reports and P&L management.
- Manage the budget and ensures systems are in place to track expenses, oversee budgeting process with Client Services Directors and Client Service Managers.
- Drive standardization and consistency of processes and procedures.
- Ensure our service is measured, including surveys, meetings and that needs of the account are clearly communicated.
- Participate, communicate, and direct Cielo company-wide initiatives.
- Manage team resources to ensure operational effectiveness.