Eor Manager

Job Information

Industry
- ConsultingPreferred Location
- Spain; Hungary; Spain; Poland; PhilippinesRemote Job

About us
- We help companies manage their international operations and expand globally.

**Job Description**:
This is a remote position.

The EOR Operations Manager is responsible for managing a key operational function within HSPs’ Recurring Services business unit, specifically focused on the provision of EOR solutions in support of our clients, and the requirements of their global footprint. Serving as a point of expertise with an eye on process design, managing a global team of Associates, this role will also serve as a point of technical escalation as client issues arise, so relationship management skills and experience will also come into play.**Responsibilities**:
**_Client Management_**
- Point of Escalation for Customers who are managed by the Global Service Associates (“GSAs”) managing EOR customers
- Manage a portfolio of Customers, with a target managed revenue to be set on a yearly basis
- Work with Customer Success Directors/Managers on portfolio growth and Customer escalation management
- Monitor calendars and ensure that Customers and HSPs EOR partners meet required deadlines

**_Subject Matter Expert (SME)_**
- Bring and/or acquire the EOR expertise to be the HSP point of reference on the domain
- Competent in client delivery, utilizing and putting into practice both the agreed tools and processes availed by HSP Group
- Provide feedback on tools, client cases and services to line manager (i.e. Head of Service Line)
- Work with Project Support Office to ensure assignment of Customers per skillset and time zones
- Provide feedback on EOR Partner performance to Partner Management
- Assist in rolling out service line specific Technology.

**_Team Management_**
- Assigned a multinational team of GSAs. Ensure they are trained and have the tools necessary to perform their tasks (e.g. checklists, calendars, etc)
- Responsible for training of the team on:

- Service, methodology, templates, processes
- Monitor team SLAs and KPIs in order to proactively avoid escalations and ensure these are being adhered to in terms of responsiveness and quality where applicable
- Answer team questions and proactively escalate matters, as necessary
- Proactive assignment of backups
- Rollout processes and procedures, ensuring team are comfortable and appropriately trained and supported
- Ensure team adoption and compliance with HSP selected tools and technology.
- Working with Implementation team on handover to Recurring Services and ensuring that client is set up in related and relevant systems.
- Set SMART goals for the team, then coach and monitor them throughout the FY to achieve them and/or provide guidance if adjustment is needed.

**Qualifications**:

- 2-3 years minimum management experience in a Client Service Delivery organization
- 4-5 years minimum experience as a Subject Matter Expert in EOR or Payroll industry
- Focus on business improvements
- Strong English communication skills, both written and verbal
- Proficiency in a second foreign language a plus
- Experience in flexible working/work from home
- Reliable home internet connection
- Excellent analytical and problem-solving skills
- Project management experience a plus
- Microsoft suite - Word, Excel, PowerPoint, Visio
- Experience with a CRM system (Microsoft 365, Salesforce) a plus

**Requirements**:

- Organized, analytical, thorough
- Adaptable is a startup-type environment; Ability to adapt to an evolving environment
- Dependable, consistent performer with a positive attitude and an ability to listen and work collaboratively across an organization and to drive a team to success
- Self-motivated, detail orientated and driven with the ability to meet deadlines
- Ability to communicate effectively with senior personnel, both internal and client
- Works well with a team environment and be a proactive contributor to the overall success of the team
- Assertive but tactful and can manage multiple business relationships