Manager - Client Operations

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.