Manager - Client Operations

Are you ready to accelerate your career?

Join Cielo as a Manager, Client Operations, where you will play a critical role in shaping operational excellence for a strategic global client partnership. At Cielo, we believe talent is rising, and with it, the opportunity to rise above.

As the world's leading Talent Acquisition Partner, Cielo delivers exceptional talent experiences through Talent Acquisition, Search, Consulting, and Digital Accelerators™, helping organizations attract and retain the talent that drives business success.

In this role, you'll partner closely with operational and client-facing leaders to drive process excellence, governance, workforce optimization, reporting, compliance, and continuous improvement across a complex, fast-paced global environment.
 

The Manager, Client Operations serves as the operational backbone of a strategic global account, partnering with Client Service Leaders, Shared Services teams, Reporting teams, and senior stakeholders to improve operational effectiveness and business performance.

This position is responsible for transforming operational data into actionable insights, identifying process inefficiencies, conducting operational audits, supporting workforce planning activities, and implementing solutions that enhance performance, compliance, and service delivery outcomes.

This role goes beyond traditional recruitment delivery and client management, offering the opportunity to influence operational performance on a broader scale. The ideal candidate will bring a strong operational mindset, analytical capability, governance expertise, and a passion for identifying opportunities, driving improvements, and delivering sustainable business outcomes.

• Work Hours: APAC Standard Hours (Flexibility required for occasional cross-regional collaboration)
• Work Setup: Remote
• Work Location: Open to recruit across India and the Philippines

Duties and Responsibilities                                                                                                

Operational Performance & Analytics

• Analyze operational and recruitment data to identify performance trends, risks, opportunities, and improvement areas.
• Translate complex metrics into actionable business insights and recommendations.
• Develop reporting narratives and executive summaries that support informed decision-making.
• Partner with Reporting and Client Services teams to ensure data supports business objectives and operational performance.
• Support Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and operational governance discussions.

Governance, Auditing & Compliance

• Conduct operational audits to ensure adherence to recruitment processes, Workday usage, service delivery standards, and client requirements.
• Monitor compliance across recruitment workflows, candidate management processes, and operational activities.
• Identify process gaps, compliance risks, and operational inefficiencies through structured reviews and root-cause analysis.
• Develop and drive corrective action plans that improve compliance and process consistency.
• Maintain operational governance documentation, SOPs, and process controls.

Operational Excellence & Continuous Improvement

• Lead continuous improvement initiatives that enhance operational performance and service delivery outcomes.
• Review existing workflows and processes to identify inefficiencies and optimization opportunities.
• Facilitate process mapping sessions and support redesign efforts where required.
• Establish operational best practices and improve process standardization across the account.
• Monitor effectiveness of implemented improvements and measure resulting business impact.

Workforce Planning & Resource Optimization

• Support workforce planning, forecasting, capacity management, and resource allocation activities.
• Analyze productivity, utilization, staffing, SLA, and operational performance data.
• Partner with leadership teams to identify resource risks and capacity gaps.
• Provide recommendations that optimize workforce effectiveness and support business objectives.

Stakeholder Partnership

• Build strong partnerships with Client Service Leaders, Reporting teams, Shared Services, and operational stakeholders.
• Communicate operational performance, risks, and improvement opportunities clearly and effectively.
• Influence decision-making through data, process expertise, and operational insights.
• Support governance meetings, business reviews, and strategic planning discussions.

Change Management & Training

• Drive adoption of new operational processes, tools, and ways of working.
• Develop SOPs, process documentation, job aids, and operational communications.
• Facilitate training sessions and knowledge-sharing activities.
• Support process changes, operational expansions, and transformation initiatives.
• Monitor adoption and ensure sustained process compliance.

Education:

• Bachelor’s degree required.

Experience: 

• Minimum 5 years' experience in Recruitment Operations, Talent Acquisition Operations, Client Operations, Workforce Planning, Operational Excellence, Business Operations, Shared Services Operations or Related operational functions
• Experience conducting audits, governance reviews, compliance monitoring, or process adherence activities.
• Experience creating SOPs, process documentation, governance frameworks, or operational playbooks.
• Experience working with complex stakeholder groups and competing priorities.
• Experience using data and analytics to improve operational performance and drive decision-making.
• Experience supporting recruitment, RPO, workforce solutions, or service-based operational environments preferred.
• Experience with Workday, ATS platforms, workforce planning tools, Power BI, Tableau, or similar reporting technologies preferred.

Functional/Technical Knowledge, Skills and Abilities Required:

• Strong analytical and problem-solving skills.
• Ability to identify process inefficiencies and independently implement practical solutions.
• Strong operational governance and compliance mindset.
• Experience conducting root-cause analyses and driving corrective actions.
• Excellent communication and stakeholder management skills.
• Ability to influence without direct authority.
• Strong process documentation and SOP development capability.
• Experience facilitating operational reviews and governance discussions.
• Strong project coordination and change management skills.
• Advanced Excel and PowerPoint skills.
• Experience working with reporting tools, dashboards, and operational analytics platforms.
• Highly proactive, organized, and comfortable operating in an environment with changing priorities and multiple stakeholders.

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