Client Services Manager

The Client Services Manager (CSM) is responsible for leading a team of recruiters to deliver a best-in-class service to clients across one or more client accounts, building trust and strong relationships with key client contacts to achieve the talent acquisition partnership goals.

• Location Specifics: Melbourne, AU
• Specific Needs: Several years of experience managing a team of recruiters; background in recruiting for life sciences industry preferred; demonstrated experience in client relationship management; strong understanding of recruitment metrics and analytics
• Language Requirement: Excellent verbal and written communication skills in English for stakeholder engagement and reporting
• Position Setup: 3x a week onsite
• Shift Schedule: Regular business hours (Monday to Friday)

Duties and Responsibilities:

• Lead a high performing team to provide high quality services focused on exceeding the expectations of clients.
• Set clear performance standards and goals for the team. Assess progress against goals and performance standards, proactively address gaps.
• Provide leadership and coaching to direct reports.
• Establish regular communications with direct reports through 1-1 meetings, team meetings with established agendas or other regular touch points. Provide in the moment feedback.
• Complete performance management processes, including providing feedback and proactively addressing gaps.
• Provide leadership to the team by earning trust, motivating and inspiring great performance while fostering a positive inclusive environment that encourages collaboration and learning.

• Showcase an extremely high level of understanding and becomes fully engrained in the client organization including building strong relationships with key stakeholders, organizational structure.

• Partner with internal Cielo teams and client leaders to ensure successful implementation of new clients.

• 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.
• Directly works with Recruiters and hiring leaders to foster relationships and build trust.
• Manage programs, events and campaigns to build candidate pipeline and drive recruiting strategy to meeting hiring goals.
• Drive the team to develop comprehensive, strategic hiring strategies including passive candidate outreach, recruitment marketing plans and utilization of cutting-edge recruitment technologies.
• Participate in client meetings, sharing updates and data. Discuss gaps in service delivery with proactive plans to address and remediate.
• Support recruitment process needs of clients.

• Leverage shared delivery resources effectively.

• Maximize the use of Cielo resources to meet goals.

• Responsible for Cielo-specific metric reports and P&L management
• Drive standardization, continuous improvement and consistency of processes and procedures.
• Effectively work as part of the Cielo Client Services Management team to share best practices and drive organizational initiatives.
• Other duties as assigned.

Supervisory Responsibilities

The Client Services Manager will lead a team of Recruiters, providing guidance, conducting performance reviews, and supporting professional growth.

Qualifications

Experience:

• Prior experience in a results-oriented TA role in talent acquisition or human resources.
• Experience coaching peers or managing a team.

Exposure:

• Exposure and knowledge of various recruitment technologies, including Applicant Tracking Systems (ATS) and social media tools
• Strong proficiency in Microsoft Office Suite

Education:

• Bachelor's degree in business, management, human resources, or related field, preferred