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.

We're excited about our next phase of growth. We're launching new tech, adding new solutions and now we're looking for YOU — eager for a challenge, energized by innovation and aligned with our mission to deliver a future of work without borders.

**Key Responsibilities**
- Be the main point of contact for Clients HQ and/or HR teams for HR operational topics, providing an excellent service, effective communication (via different channels like calls, mails, chat, etc) and develop a strong partnership, adding value at each interaction
- 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 to the standards determined by the relevant stakeholders
- Identify opportunity 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 HR Service Delivery Model for region
- In collaboration with leadership/BPI/Commercial teams identify and evaluate opportunities to leverage scale and optimize service

**About You**
To be successful in this role, you should meet the following requirements:

- At least 5-8 years of strong background in Operations and service management
- Experience working in HR consulting organization with high volumes and big teams, ideally within HR Services
- Experience in people management - ideally remote
- Must be fluent in English and Mandarin
- Background in working with data and KPIs, service levels, etc.
- Good technology skills - ability to work with multiple tools and systems
- Excellent stakeholder management skills - both internal and external, at a senior level
- Client communications, negotiation, client service, customer support, etc.

**What We Offer**
- The opportunity to work with a purpose — simplifying global expansion while supporting sustainable communities around the world
- A diverse and inclusive environment, with over 40 nationalities represented, 90+ languages spoken, and a workforce made up of 52% women
- Flexible PTO and birthdays off
- Growth and development opportunities with access to Coursera - a leading learning and certification provider
- The opportunity to challenge yourself in a high-performing organization and leave each day knowing you have made an impact.

This position description may not describe all duties, responsibilities, and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required.