HR Service Delivery Manager

We believe in a world where growth thrives across borders and cultures. That's why our Founder and CEO Rick Hammell started Atlas, coining the term Employer of Record (EOR) simultaneously. As an EOR, Atlas employs people to work for companies anywhere in the world. Before we came along, the only businesses offering a similar solution were essentially brokers. They'd outsource your HR and payroll services to third-party providers in different countries. Today, we're the only 100% Direct EOR in the world, partnering with clients to get to market 82% faster, at a reduced cost, and with lower risk through local expertise in over 160 countries.

Atlas technology powers the idea that companies can employ whoever they want, wherever they are in the world. Through our cloud-based platform, we deliver the Human Resources infrastructure that underpins international growth, leaving companies free to focus on the strategy that makes it happen. We partner with our clients through their international life cycle from the first dip in the global pool until the moment it's time to set up their own entities and run payroll. Atlas is here from point A to point Z.

The future of work is borderless, and so are we. So, it helps that our people are located around the globe — in the US, UK, India, China and beyond — and speak 90+ languages. Diversity and inclusion are at our core.

Atlas invests in Environment, Social and Governance initiatives through our impact program. Impact is central to our vision as a business and at the heart of our culture. Through impact we are addressing our environmental impact for society, for the planet and for our long-term success. Employee wellness, diversity and charitable activities are at the core of our social responsibility. Impact ensures Corporate Governance operates ethically and responsibly while preserving our customers and employees' trust.

**The Role**

We are looking to expand our team by hiring a new** HR Services Delivery (HRSD) Manager, **a team player who is ready to make the role their own and bring their own ideas and innovations to the table. Reporting to the** Regional HR Service Delivery Manager, **you will be supporting our **HR Service Delivery **team by overseeing and managing the day-to-day activities of the HRSD operation with a focus on exemplary customer service to our customers and employees, managing HRSD Consultants, and partnering with other HRSD Managers to form a regional team as well as collaborating with other HRSD Managers in the rest of the world for common client needs or projects.

**HRSD** provides Tier 1 operational support - responsible for delivery and resolving colleagues and client employee inquiries, coordinating internally with Legal, Payroll, Mobility, Client onboarding and Success, and Finance teams. In addition, partnering externally with benefit providers and other in-country contacts as needed.

We value the accurate and timely administration and delivery of all transactional aspects of the client and employee lifecycle, whilst ensuring the integrity of all HR data held within our key systems. The HRSD team aims to resolve customer inquiries at the first point of contact, via appropriate interpretation of internal policy or procedural guidance, becoming our client's trusted strategic advisor and partner for any HR-related operational matters. The **HRSD Manager** will be managing client and employee requirements - prioritizing and assigning tasks to deliver within our SLA performance commitments and in line with our Service Delivery Model. Additionally, the role will look at ways to improve our service by working with other members of our team to identify opportunities or resolve issues.

**Key responsibilities**
- Oversee and ensure delivery of work and operational processes, supporting local teams with the prioritization of deliverables as required according to the situation.
- Ensure HRSD processes are compliant with the standards determined by the relevant stakeholders.
- Building client intimacy through understanding our client needs and developing a trusted partnership.
- Driving proactive talent solutions to our clients and employees to ensure we remain a partner of choice.
- Leveraging our new internal functions to drive automation, analytics, and accountability.
- Driving team engagement and accountability within the region to ensure best in class HR services to our clients.
- Identify opportunities for change.
- Represent HRSD for client or internal meetings - from kick-off calls through to new technology deployment.
- Effectively manage Operational risks, ensuring controls are in place and tested, and robust action plans are delivered in order to resolve issues.
- Initial escalation point for customer complaints across HRSD, ensuring they are managed fairly and effectively. Completing post-incident reviews to avoid recurrence.
- Develop strong relationships with global services teams.
- Drive productivity and efficiency in the H