Client Services Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Lead a high-performing team dedicated to delivering exceptional services that surpass client expectations.

• Establish clear performance benchmarks and objectives for the team.

• Monitor progress towards goals and performance metrics, proactively addressing any shortcomings.

• Provide leadership and mentorship to direct reports.

• Maintain regular communication with direct reports through one-on-one meetings, team gatherings with set agendas, or other consistent touchpoints.

• Deliver real-time feedback.

• Complete performance management tasks, including offering feedback and proactively addressing performance gaps.

• Lead the team by cultivating trust, motivating, and inspiring high performance while promoting a positive, inclusive atmosphere that encourages collaboration and learning.

• Demonstrate an exceptional understanding of the client organization and become fully integrated, building strong relationships with key stakeholders and understanding the organizational structure.

• Collaborate with internal Cielo teams and client leaders to ensure the successful onboarding of new clients.

• Create recruiting metrics and analytics that yield insights and inform decision-making, including time to fill, aging, cost per hire, candidate and hiring leader satisfaction surveys, recruiter productivity, and sources of candidates and hires, among others.

• Work closely with Recruiters and hiring leaders to cultivate relationships and build trust.

• Manage programs, events, and campaigns to build a candidate pipeline and drive recruiting strategy to achieve hiring objectives.

• Encourage the team to develop comprehensive and strategic hiring strategies, including outreach to passive candidates, recruitment marketing initiatives, and the use of advanced recruitment technologies.

• Attend client meetings to provide updates and data.

• Address service delivery gaps with proactive plans for remediation.

• Support the recruitment needs of clients.

• Effectively leverage shared delivery resources.

• Optimize the use of Cielo resources to achieve goals.

• Responsible for Cielo-specific metric reports and P&L management.

• Promote standardization, continuous improvement, and consistency of processes and procedures.

• Collaborate effectively as part of the Cielo Client Services Management team to share best practices and drive organizational initiatives.

⛳️ Requirements

• Strong, demonstrated experience in recruiting across both the Mexican and US markets.

• Experience in leading or coaching Recruiters and/or Senior Recruiters.

• Proficiency in English.

• Previous experience in a results-driven Talent Acquisition or Human Resources role.

• Experience in coaching peers or managing a team.

• Familiarity with various recruitment technologies, including Applicant Tracking Systems (ATS) and social media tools.

• Strong proficiency in the Microsoft Office Suite.

🏝️ Benefits

• Opportunities for professional development.

• Options for remote work.