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Client Services Manager

Company Description

Are you ready to accelerate your career? Join Cielo as a Client Services Manager! A career at Cielo will give you the opportunity to work with the industry’s smartest people and to take ownership of your success!  

Cielo is a brand that reflects our big idea – that talent is rising – and with it our opportunity to rise above. We create careers for ambitious people by moving beyond traditional assumptions of what it means to work in talent acquisition.

Cielo is the world’s leading strategic Recruitment Process Outsourcing (RPO) partner. The industry has verified Cielo’s reputation for executing innovative solutions that provide business impact through numerous awards and recognitions, including its annual leadership position on the HRO Today RPO Baker’s Dozen listing, Peak Matrix Leader placement by Everest Group and Industry Leader designation by NelsonHall.  

Cielo is an equal opportunity employer and will not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, genetic information, or any other status protected by state or local law for an individual who falls within the jurisdiction of such law. Applicants who require an accommodation throughout the application and interview process should request this in advance by contacting Cielo Talent Acquisition or at [email protected]

Job Description

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.

Work location: This position is remote for candidates based in Brazil only
Work arrangement: Remote
Language requirement: Must be fluent in English and Spanish. Portuguese is desired.
 

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

Position Requirement

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

Additional Information

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

Position requires fluency in Spanish

Role location LATAM or Puerto Rico

What You Should Know About Client Services Manager, Cielo

Are you ready to take your career to new heights? Join Cielo as a Client Services Manager in São Paulo! This is an exciting opportunity to lead a high-performing team of recruiters dedicated to providing exceptional service to our clients. At Cielo, we believe that talent creates opportunities, and we strive to foster an environment where collaboration and learning are at the forefront. As a Client Services Manager, you'll be at the center of our operations, building strong relationships with key stakeholders and ensuring that our talent acquisition partnership goals are met. You'll have the chance to set performance standards, assess your team's progress, and drive initiatives to continuously improve our service delivery. Your role will also include utilizing data analytics to inform decision-making and manage various recruitment strategies effectively. What's great about this position is its remote nature, allowing you to work from anywhere in Brazil while still being part of a dynamic, supportive team. If you're fluent in English and Spanish, with a knack for managing teams and a passion for talent acquisition, we want to hear from you! Apply now and be a part of a company that recognizes and values the contributions of every individual while striving for excellence in the recruitment industry.

Frequently Asked Questions (FAQs) for Client Services Manager Role at Cielo
What are the main responsibilities of a Client Services Manager at Cielo?

As a Client Services Manager at Cielo, you will lead a team of recruiters, ensuring exceptional service delivery to clients. Your primary responsibilities will include setting performance goals for your team, coaching team members, developing recruiting metrics, and driving best practices in talent acquisition. You'll also build relationships with key stakeholders within client organizations and oversee the management of recruitment processes.

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What qualifications are needed to apply for the Client Services Manager position at Cielo?

To qualify for the Client Services Manager role at Cielo, you should have prior experience in a results-oriented talent acquisition role and be familiar with recruitment technologies. A Bachelor's degree in business, management, human resources, or a related field is preferred. Additionally, fluency in English and Spanish is essential, while Portuguese knowledge is a plus.

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How does Cielo measure success in the Client Services Manager role?

Success for a Client Services Manager at Cielo is measured through various performance metrics, including recruiting efficiency, client satisfaction, and team productivity. You're expected to develop and analyze recruiting data to identify areas for improvement, track the effectiveness of recruitment strategies, and ensure that your team meets its hiring goals.

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What type of team will I be leading as a Client Services Manager at Cielo?

As a Client Services Manager at Cielo, you'll lead a dedicated team of recruiters. This role involves providing leadership and guidance to your team, supporting their professional development, and fostering a collaborative environment that encourages high performance and innovation in recruitment practices.

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Is the Client Services Manager position at Cielo remote?

Yes, the Client Services Manager position at Cielo is remote for candidates based in Brazil. This flexible work arrangement allows you to work from the comfort of your home while being part of a supportive team that values collaboration and communication.

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Common Interview Questions for Client Services Manager
What strategies would you use to lead a team as a Client Services Manager?

To lead a team effectively as a Client Services Manager, I would adopt a collaborative approach, setting clear performance expectations and encouraging open communication. I would focus on providing regular feedback, conducting team meetings to discuss challenges and successes, and fostering an inclusive environment where each team member feels valued and motivated to excel.

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How would you build relationships with key client stakeholders?

Building strong relationships with key client stakeholders is pivotal. I would make it a priority to understand their business needs thoroughly, maintain regular communication, and provide transparent updates on recruitment processes. Establishing trust through consistent follow-ups and delivering on commitments will ensure a solid partnership with our clients.

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Can you discuss your experience with recruitment metrics and analytics?

In my previous roles, I've utilized various recruitment metrics to refine hiring strategies and monitor team performance. Metrics such as time to fill, candidate satisfaction, and source effectiveness allow for data-driven decisions. I leverage these insights to enhance recruitment processes and align them with client expectations for better results.

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What is your experience in managing a remote team?

I have successfully managed remote teams by emphasizing clear communication and utilizing various collaboration tools. Regular check-ins, team meetings, and performance reviews ensure that team members remain engaged and accountable. I prioritize creating a cohesive team environment despite physical distance by fostering relationships through virtual interactions.

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How do you handle conflict within your team?

Handling conflict within a team requires a thoughtful and proactive approach. I would address conflicts directly by facilitating a conversation between the involved parties, allowing each individual to share their viewpoint. By promoting understanding and collaboration, I help teams navigate disagreements constructively, leading towards a resolution.

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What techniques do you employ to motivate your team?

To motivate my team, I leverage recognition and encouragement, celebrating both individual and team successes. I look for opportunities to provide professional growth through coaching and additional responsibilities. Creating a culture of excellence and support will naturally drive motivation among team members.

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How do you ensure that your team meets hiring goals?

To ensure my team meets hiring goals, I would implement structured workflows, set clear objectives, and utilize data to track progress continuously. Regular reviews of hiring metrics, as well as collaborating closely with clients on expectations, ensures that we stay on track and make adjustments as necessary to meet our targets.

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What role does client feedback play in your approach as a Client Services Manager?

Client feedback is invaluable in my approach as a Client Services Manager. I actively seek input from clients regarding their satisfaction with our services and adjust our strategies based on their feedback. This ensures we remain aligned with their needs and fosters a stronger partnership built on responsiveness.

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What recruitment technologies are you familiar with?

I am experienced with various recruitment technologies, including Applicant Tracking Systems (ATS), candidate sourcing tools, and social media platforms. Familiarity with these technologies enhances the recruitment process, allowing for more efficient tracking of candidates and streamlining communication with clients.

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Why do you want to work as a Client Services Manager at Cielo?

I am excited about the opportunity to work as a Client Services Manager at Cielo because I admire the company’s commitment to innovation in talent acquisition. I want to be part of an organization that values teamwork and continuous improvement, and I believe my experience and passion for recruitment align perfectly with Cielo’s mission towards achieving excellence.

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Full-time, remote
DATE POSTED
March 12, 2025

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