Middle Process & Change II Manager (RPO Client Delivery)

The Manager - Process & Change II, as part of the Global Implementation Team, leads process design and change management activities during implementation projects. This role oversees the design and development of user experiences aligned with Cielo best practices, while managing comprehensive change initiatives including impact assessments, planning, and communication execution in collaboration with various internal SMEs (such as Partner Success, Client Services, and Brand). The position requires exceptional attention to detail, adaptability, and strong business partnering skills to maintain effective relationships with both internal and external stakeholders.

Duties and Responsibilities:

• Workstream owner and lead for all process and change management activities within an Implementation or equivalent project.
• Conduct discovery sessions to understand key process components, transform processes to achieve desired change, and enable effective change management.
• Understand existing experience for leadership, hiring managers, recruiters, and candidates.
• Provide consulting through ability to lead “current state and future state” assessment workshops around experience and change.
• Create and execute change plan alongside internal and/or external leaders and stakeholders, including (but not limited to) voice of customer sessions, governance groups and risk analysis.
• Collaborate on user experience planning with internal and/or external subject matter experts.
• Research and apply best practices, either internally, externally, or both.
• Understand and include technology, automation, and self-service where possible in process design by working in partnership with Technology SME.
• Communicate business requirements to the Technology SME for them to configure systems to align to requirements identified related to processes, workflows, and reporting, remaining focused on our continued differentiation of our operating model, scalability and efficiencies.
• Create the process to visualize the experience, as well as the communication and templates.
• Create materials (Standard Operating Procedures, FAQ, etc.) in support of the future state processes and change management for both internal and external impacted stakeholders.
• Create a roadmap from current state to desired future state, including priority, sequence and change management dependencies.
• Lead in training the team and hiring managers in the new experience and process.
• Other duties as assigned.

Position Requirements

Education:

• Bachelor’s degree or equivalent preferred.
• Six Sigma Black Belt, LEAN or other process certification preferred.
• Change Management certification preferred.

Experience:

• 3-5 years client delivery experience, preferably in a related field required.
• 3-5 years experience in process design, continuous improvement of business process or technology, and/or change management expertise required.

Exposure:

• Handle multiple projects simultaneously and thrive in a fast-paced environment required.
• Showcase both business and technical savvy and a keen attention to detail required.
• Proficient with Microsoft Suite (Excel, Word, PowerPoint, Outlook, and other project management software required.
• Proficient with process mapping tools e.g., Skore, Visio, Lucid or equivalent preferred.
• Demonstrated successes developing and implementing business process improvements, core technology systems, process automation, and documented standard operating procedures required.
• Ability to balance technical skills with business savvy – ability to transform internal needs into technical and functional requirements required.
• Strong relationship and influencing skills – high emotional intelligence required.
• Articulate and ability to effectively communicate and engage with stakeholders at all levels required.

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.