Innovative Employee Solutions Inc
Director, Global Client Delivery U.S. REMOTE
Innovative Employee Solutions Inc, San Diego, California, United States, 92189
The
Director of Global Client Delivery
is a senior leadership role responsible for overseeing and enhancing both operational frameworks and end-to-end service delivery across multiple global markets. This role is critical in ensuring that IES delivers high-quality, compliant, and scalable EOR services. Reporting directly to the VP of Global Client Delivery, the Director will lead a team focused on operational excellence and client satisfaction, working cross-functionally with teams such as Client Services, Compliance, Payroll and Billing, and IT to optimize processes, improve service quality, and drive exceptional client experiences.
ESSENTIAL FUNCTIONS
Client Delivery and Services
Oversee the delivery of services to clients across all global regions, ensuring IES and Client specific service level agreements (SLAs), contractual agreements, and service quality standards are consistently met.
Develop strategies to improve service delivery processes, focusing on efficiency, client experience, and service scalability.
Collaborate with Client Delivery to create a responsive feedback loop, addressing client concerns promptly and continuously enhancing service quality.
Serve as escalation point with high-profile clients to understand service delivery pain points, assess client feedback, and drive tailored improvements as needed which align with IES systems and processes.
Strengthen partnerships with Client Services, HR, Compliance, Finance, and Product teams to ensure alignment between operations and client needs.
Act as the primary escalation point for any complex operational or delivery challenges, working across teams to resolve issues efficiently and effectively.
Operations
In alignment with IES standard process, standardize and optimize operational processes across regions to ensure efficient and high-quality service delivery.
Work with Operations and IT teams to implement tools and technology that enhance delivery efficiency and accuracy.
Lead initiatives to streamline workflows, reduce operational costs, and improve scalability across all locations.
Lead cross-functional projects aimed at enhancing both operational efficiency and service delivery, ensuring alignment with company goals.
Work closely with Compliance and Legal teams to ensure adherence to labor laws, regulatory requirements, GDPR/Privacy Regulations, and EOR-related compliance standards in each country.
Implement risk mitigation strategies within service delivery and operations to minimize compliance and quality risks.
Leadership
Lead, mentor, and develop a high-performing team focused on both operational and service delivery excellence.
Establish clear objectives and key results (OKRs) for team members, fostering a culture of accountability, client-centricity, and continuous improvement.
Develop training programs and career development paths for the operations and delivery teams to ensure they are equipped to handle complex global demands.
Ensure quality assurance protocols are in place to maintain high standards of compliance and accuracy in service delivery.
MINIMUM REQUIREMENTS
College degree or equivalent experience in a related field.
10+ years' experience in the combination of contingent workforce service delivery, with global EOR, Global HR outsourcing, or similar service/solution.
Experience with different technologies and timekeeping systems, including Vendor Management Systems is desired
Proven track record in managing large, cross-functional teams in a global, service-oriented setting, with an emphasis on operational excellence and client satisfaction.
Demonstrated experience in overseeing client-facing delivery teams with a commitment to exceeding client expectations and maintaining high service standards.
Strong experience in process optimization, or continuous improvement methodologies.
Proficient in data analysis, KPI development, and performance tracking, with a strategic mindset for aligning operations with business growth goals.
Familiarity with ERP systems, workflow automation tools, and data analytics software is preferred.
#J-18808-Ljbffr
Director of Global Client Delivery
is a senior leadership role responsible for overseeing and enhancing both operational frameworks and end-to-end service delivery across multiple global markets. This role is critical in ensuring that IES delivers high-quality, compliant, and scalable EOR services. Reporting directly to the VP of Global Client Delivery, the Director will lead a team focused on operational excellence and client satisfaction, working cross-functionally with teams such as Client Services, Compliance, Payroll and Billing, and IT to optimize processes, improve service quality, and drive exceptional client experiences.
ESSENTIAL FUNCTIONS
Client Delivery and Services
Oversee the delivery of services to clients across all global regions, ensuring IES and Client specific service level agreements (SLAs), contractual agreements, and service quality standards are consistently met.
Develop strategies to improve service delivery processes, focusing on efficiency, client experience, and service scalability.
Collaborate with Client Delivery to create a responsive feedback loop, addressing client concerns promptly and continuously enhancing service quality.
Serve as escalation point with high-profile clients to understand service delivery pain points, assess client feedback, and drive tailored improvements as needed which align with IES systems and processes.
Strengthen partnerships with Client Services, HR, Compliance, Finance, and Product teams to ensure alignment between operations and client needs.
Act as the primary escalation point for any complex operational or delivery challenges, working across teams to resolve issues efficiently and effectively.
Operations
In alignment with IES standard process, standardize and optimize operational processes across regions to ensure efficient and high-quality service delivery.
Work with Operations and IT teams to implement tools and technology that enhance delivery efficiency and accuracy.
Lead initiatives to streamline workflows, reduce operational costs, and improve scalability across all locations.
Lead cross-functional projects aimed at enhancing both operational efficiency and service delivery, ensuring alignment with company goals.
Work closely with Compliance and Legal teams to ensure adherence to labor laws, regulatory requirements, GDPR/Privacy Regulations, and EOR-related compliance standards in each country.
Implement risk mitigation strategies within service delivery and operations to minimize compliance and quality risks.
Leadership
Lead, mentor, and develop a high-performing team focused on both operational and service delivery excellence.
Establish clear objectives and key results (OKRs) for team members, fostering a culture of accountability, client-centricity, and continuous improvement.
Develop training programs and career development paths for the operations and delivery teams to ensure they are equipped to handle complex global demands.
Ensure quality assurance protocols are in place to maintain high standards of compliance and accuracy in service delivery.
MINIMUM REQUIREMENTS
College degree or equivalent experience in a related field.
10+ years' experience in the combination of contingent workforce service delivery, with global EOR, Global HR outsourcing, or similar service/solution.
Experience with different technologies and timekeeping systems, including Vendor Management Systems is desired
Proven track record in managing large, cross-functional teams in a global, service-oriented setting, with an emphasis on operational excellence and client satisfaction.
Demonstrated experience in overseeing client-facing delivery teams with a commitment to exceeding client expectations and maintaining high service standards.
Strong experience in process optimization, or continuous improvement methodologies.
Proficient in data analysis, KPI development, and performance tracking, with a strategic mindset for aligning operations with business growth goals.
Familiarity with ERP systems, workflow automation tools, and data analytics software is preferred.
#J-18808-Ljbffr