Partner Manager

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring **people solutions** to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span **the entire employee journey**, from getting people paid to attracting, rewarding, and developing talent.

**Your Role**:
To manage allocated workstreams as they relate to SD Worx external payroll and partners. Role holder will maintain partnership, policies and procedures to drive partner performance and follow-up of service delivery escalations to the payroll partners in certain region
- clear focus on the end-to-end process (commercial, operational, relationship) across the SD Worx Network

As a CUSTOMER COACH - you will have the skills and ability to demonstrate that you can:

- Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.
- From Service transaction to Customer journey, can assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value than the customer expected throughout the full customer journey and over omni channels.
- Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his/her expertise, confidence and style.

**Your Responsibilities**:

- Chair and manage partner operational performance reviews, recommendations for service improvement to the GS Partner Account Manager - including but not limited to resources, technology, processes and delivery models to drive improved quality and efficiency of partner deliverables
- Lead the creation of assigned documentation projects (country solution guides, TYE and partner profiling) ensuring the appropriate change controls have been drafted and executed for international customers (coordinated and local-to-local).
- Establish and maintain effective internal and external communication channels to ensure the availability and dissemination (where appropriate) of relevant information, and capturing that information on Knowledgebase for future use
- Build strong external and internal relationships to drive overall business performance, ensuring partners are engaged and deliver the agreed quality
- Solve escalations managed by International Operations Department including
- Invoicing queries to and from partners
- Implementations projects
- operational issues
- Acts as the primary point of internal escalation for service delivery management community, championing, gathering and communicating a fact-based assessment and remedial action plans for agreed partner escalations
- Responsible to deliver the Year End and other operational required reports
- Introduce and coordinate new projects with implementation team and partners
- Follow up commercial and contracting elements with all partners. Set up back-to-back agreements deviating from standard
- Training of partners on communication tools

**Your Profile**:

- Experience in a service delivery or partnership role
- Considerable experience of managing relationships at various degrees of seniority
- Strong operation knowledge and in-depth knowledge of reporting
- Excellent analytical and presentation skills
- Demonstrates a high level of people management ability and managing expectations

SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work. With the possibilities of flexible working hours, homework, working from other offices,you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond. We offer multiple trainings, projectswhere you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we** work as one**, moving from better to best together.