The Senior Consultant – EOR Operations is responsible for managing and delivering Employer of Record (EOR) services, ensuring compliant global employment administration, exceptional client and employee support, and adherence to international labor laws. The role serves as a trusted advisor to clients while overseeing onboarding, employment lifecycle management, compliance, payroll coordination, and service delivery excellence.
Service Delivery & Account Management
- Manage a portfolio of EOR client accounts and ensure compliance with contractual SLAs and performance standards.
- Act as the primary operational contact for assigned clients.
- Conduct service reviews and implement corrective actions when required.
- Deliver consistent, high-quality EOR service experiences.
Onboarding & Implementation
- Ensure readiness before employee onboarding.
- Review and execute service orders according to client requirements.
- Set up client profiles in Oracle NetSuite and HR Blizz.
- Coordinate payroll setup, benefits approvals, implementation fees, and payroll calendars.
- Ensure accurate system configuration and data integrity.
Employment Lifecycle Management
- Manage hiring, onboarding, contract preparation, amendments, and employment administration.
- Draft and review employment contracts in compliance with local labor laws.
- Coordinate immigration and work permit processes where applicable.
- Manage employee registrations with statutory authorities and benefit providers.
- Train employees, managers, payroll teams, and client administrators on HR Blizz usage.
Client & Employee Relationship Management
- Build strong relationships with assigned clients and act as a trusted advisor on EOR matters.
- Maintain proactive communication regarding service delivery and operational updates.
- Deliver monthly SLA reports and conduct governance meetings.
- Support employees by responding to questions and resolving issues.
- Conduct employee satisfaction surveys and implement improvement initiatives.
Financial Management
- Ensure timely and accurate payroll-related tax filings and statutory payments.
- Reconcile payroll and tax liabilities.
- Coordinate payslip generation and distribution.
- Work closely with finance teams to ensure accurate financial records and compliance with internal policies and regulatory requirements.
Compliance & Risk Management
- Maintain knowledge of international employment laws and regulatory requirements.
- Identify and mitigate compliance risks.
- Conduct operational audits and process reviews.
- Ensure adherence to GDPR and other data privacy regulations.
- Maintain compliance documentation and provide guidance to clients and internal stakeholders.
- 4+ years of experience in EOR, PEO, HR operations, or a related field.
- Experience in client management and B2B service delivery.
- Strong communication, relationship-building, and problem-solving skills.
- Ability to work effectively in cross-functional and fast-paced environments.
- Strong attention to detail, organizational skills, and time management.
- Ability to manage multiple priorities while maintaining service quality.
- Maintain strong client retention with no more than one client termination for service-related reasons annually.
- Achieve and maintain a 95% Client Satisfaction (CSAT) score.
- Limit major client service escalations to no more than three annually.
- Meet SLA commitments with at least 95% compliance.
- Maintain a 95% Employee Satisfaction score.
- Enhance EOR documentation using AI/ML and automation tools.
- Update and maintain country-specific employment contract templates, country guides, FAQs, SOPs, and knowledge-base content.
- Complete initial documentation enhancements by Q2 2025 and continuously improve materials based on feedback and regulatory changes.