Senior Executive/ Lead – Client Experience & Recruitment Operations

CAREER141 Senior Executive/ Lead – Client Experience & Recruitment OperationsExperience: 3–5 years

Location: Colombo, Sri LankaThe OpportunityCareer141 is seeking a confident, service-driven professional to lead day-to-day recruitment operations coordination and take ownership of the client experience.This role connects clients, Talent Acquisition teams, candidates and internal support functions to ensure every recruitment assignment progresses smoothly.

You will manage expectations, maintain operational discipline and resolve issues with professionalism, urgency and sound judgement.Role PurposeDeliver a seamless recruitment journey from assignment onboarding through candidate joining and post-placement follow-up. Ensure stakeholders remain informed, commitments are tracked, and operational challenges are addressed before they affect client confidence or recruitment outcomes.Key Responsibilities1. Client Relationship & Experience ManagementServe as the primary day-to-day contact for assigned clients, building strong relationships through responsive communication and reliable follow-through.Understand each client’s hiring priorities, service expectations, communication preferences and agreed timelines.Establish a clear communication rhythm, providing meaningful progress updates and confirming next steps.Proactively identify dissatisfaction, manage difficult conversations and restore confidence when service concerns arise.Gather client feedback at key stages and translate it into practical improvements.2. Recruitment Operations Leadership & CoordinationLead the daily coordination of recruitment assignments, ensuring clear ownership, deadlines and follow-through across stakeholders.Coordinate assignment handovers with leadership and TA teams, ensuring briefs, agreed commitments and required information are complete.Maintain visibility over active assignments, submissions, interviews, client feedback, offers, joining dates and outstanding actions.Follow up firmly on overdue commitments and coordinate corrective action with the relevant team leads.Identify bottlenecks early and escalate risks with a clear summary, recommended action and required decision.Coordinate with finance and administration on documentation, invoicing milestones and related client queries.3. Complaint Handling & Stakeholder Issue ResolutionTake ownership of operational complaints and escalations from initial acknowledgement through resolution and follow-up.Manage issues such as delayed feedback, changing requirements, interview cancellations, communication gaps, candidate withdrawals and offer-stage misunderstandings.Establish the facts objectively, understand each stakeholder’s concerns and agree practical next steps.Handle sensitive conversations calmly while protecting professional relationships and Career141’s credibility.Maintain an issue tracker with action owners, deadlines and closure status.Identify recurring causes of service failures and recommend preventive measures.4. Candidate Journey & Joining CoordinationWork closely with TA teams to ensure candidates receive timely, consistent communication throughout the recruitment process.Oversee interview scheduling, feedback coordination, offer documentation and joining follow-up.Flag risks relating to candidate availability, counteroffers, notice periods or joining commitments.Coordinate post-placement check-ins and any replacement requirements in line with agreed service terms.Ensure candidates experience the same professionalism and responsiveness expected by clients.5. Internal Accountability & Service StandardsSet clear operational priorities and coordinate daily follow-through with the relevant team members.Ensure commitments made to clients are realistic, agreed internally and accurately recorded.Maintain current assignment records, communication histories and action trackers in the relevant systems.Provide management with concise updates on assignment status, service risks, escalations and pending decisions.Uphold confidentiality when handling client information, candidate records and commercially sensitive matters.6. Continuous ImprovementMonitor service delays, complaint patterns and stakeholder feedback to identify improvement opportunities.Recommend practical changes to workflows, communication templates, handovers and escalation processes.Support the adoption of systems and automation that improve visibility, responsiveness and service consistency.Candidate Profile4–7 years of relevant experience in customer experience, client servicing, account management, service delivery or operations coordination.Demonstrated experience handling complaints, escalations, service recovery and multiple stakeholders.Experience independently managing client relationships and coordinating work across internal teams.Recruitment or professional services experience would be an advantage. Candidates from other service-intensive industries with strong transferable experience are encouraged to apply.Strong spoken and written English, with the ability to communicate confidently with senior client representatives.Excellent organisation, prioritisation and follow-up skills, with the ability to manage several assignments simultaneously.Confidence using CRM/ATS platforms, spreadsheets and operational trackers.A relevant qualification in business management, HR, customer service or a related discipline would be advantageous.Essential Personal AttributesOwnership: Takes responsibility for resolving issues and confirming closure.Composure: Remains calm, objective and professional under pressure.Assertiveness: Holds stakeholders to agreed commitments respectfully and firmly.Judgement: Recognises what can be resolved independently and what requires escalation.Empathy: Understands stakeholder concerns while maintaining service standards.Anticipation: Spots potential disruptions early and acts before they become complaints.Integrity: Exercises discretion and protects confidential information.Key Measures of SuccessTimeliness and quality of client communication.Completion of operational commitments within agreed timelines.Speed and effectiveness of complaint resolution.Reduction in overdue actions, avoidable delays and recurring service issues.Accuracy and completeness of recruitment records and trackers.Client and candidate feedback on the recruitment experience.Consistency of joining and post-placement follow-up.Scope & AccountabilityThis role owns client communication, operational coordination and issue resolution. It is expected to drive follow-through across stakeholders and escalate unresolved matters promptly. TA leadership remains accountable for search strategy, candidate assessment and recruitment delivery; commercial exceptions and contractual changes require management approval.