Operations Account Manager - HR, GRO, PRO Astrolabs

Our Account Manager, HR, GRO, PRO should be an experienced operations and customer excellence professional with a track record of successfully managing a portfolio of clients remotely in a fast-paced, KPI-driven environment.

The role involves managing a diverse client portfolio, ensuring smooth regulatory compliance, and supporting business growth through HR, PRO, and GRO services. Key responsibilities include license renewals, Saudization coordination, and government portal management. You will play a crucial role in client success, directly impacting their operations and growth in KSA.

We need an experienced professional who can independently handle complex accounts, is detail-oriented, process-driven, and excels in customer service. Strong customer experience and stakeholder management skills are essential for building client relationships, promoting retention, and driving renewals.

We are Ambitious, we take Ownership, and we are committed to Excellence. If you are a high-performing, driven individual, then read on we would love for you to join our dynamic team.

What You ll Do Operations & Compliance

• Oversee and execute HR, GRO, and PRO services, including license renewals, work permits, Saudization coordination, payroll coordination, and compliance with governmental regulations.

• Master and regularly use governmental portals (QIWA, GOSI, Mudad, MISA, MC, etc.) to ensure regulatory compliance and operational efficiency.

• Coordinate effectively with government entities, GRO partners, and internal stakeholders to facilitate smooth service delivery.

• Ensure all client data and documentation is accurately captured and maintained in internal systems.

• Continuously refine processes to enhance efficiency and service quality, proactively contributing to operational improvements and new service offerings.

• Maintain strong responsiveness and communication standards across client and internal stakeholder interactions.

Client & Relationship Management

• Take full ownership of a diverse portfolio of clients, ensuring their HR, GRO, and PRO needs are managed with excellence.

• Provide proactive advisory support, helping clients navigate regulatory requirements and optimize their operations in Saudi Arabia.

• Manage end-to-end client engagement, from onboarding to offboarding, ensuring high client satisfaction.

• Handle escalations from junior team members, offering guidance and support to resolve complex issues efficiently.

• Drive client retention and renewals through excellent service delivery and relationship management.

• Maintain clear documentation, follow-ups, and SLA adherence across all client interactions.

Leadership & Development

• Take on mentorship and coaching responsibilities, supporting junior team members in developing their expertise.

• Lead by example, demonstrating strong operational execution, problem-solving, accountability, and customer service skills.

• Participate in structured leadership development initiatives, equipping you with the skills to step into a senior management role.

• Actively contribute to a collaborative remote team environment, fostering a culture of learning and continuous improvement.

Product & Business Growth

• Identify and contribute to process improvements and operational enhancements that increase the value AstroLabs provides to clients.

• Stay up to date with industry trends and regulatory changes, ensuring AstroLabs remains at the forefront of HR, GRO, and PRO services.

• Support client engagement and business growth initiatives when required.