Customer Success Manager (EOR Business) TERRACOTTA MANPOWER SERVICES - SOLE PROPRIETORSHIP

We are seeking a driven and experienced Customer Success Manager (EOR Business) to manage and guide our HR service delivery team within the Employee of Record (EOR) function. Based in Abu Dhabi, this role is critical in ensuring seamless HR operations and client satisfaction across our EOR portfolio. The ideal candidate will possess a strong foundation in HR practices, a deep understanding of UAE labor law, and proven leadership abilities in a client-facing environment.

Key Responsibilities:

Team Leadership & Service Oversight:

• Lead, mentor, and support a team of HR professionals responsible for servicing EOR clients.
• Allocate workloads, monitor performance, and ensure SLAs and quality benchmarks are consistently met.
• Conduct team meetings, performance appraisals, and training to build capabilities and engagement.

Client Relationship Management:

• Act as the primary escalation point for client HR concerns and service-related issues.
• Develop strong, long-term relationships with clients by understanding their HR needs and aligning internal service delivery accordingly.
• Partner with the business development team during client onboarding, proposals, and renewals.

HR Compliance & Documentation:

• Oversee the drafting, review, and execution of employment contracts, amendments, and HR-related agreements.
• Ensure all documentation and HR processes comply with UAE labor laws and internal policies.
• Monitor regulatory changes and guide the team to maintain ongoing compliance.

Employee Relations & Advisory:

• Provide guidance on employee relations issues including grievances, disciplinary actions, and conflict resolution.
• Support investigations into HR issues and recommend appropriate actions in line with policies and labor laws.
• Coach internal team members and client stakeholders on best practices in people management.

Operational Excellence & Reporting:

• Drive operational efficiency by optimizing HR workflows and EOR service models.
• Oversee accurate and timely processing of payroll, benefits, onboarding/offboarding, and record-keeping.
• Prepare and present regular reports on team productivity, client satisfaction, and compliance status to leadership.