Service Delivery Advisor

Position Objective:

Key Responsibilities

Client Onboarding

• Lead the setup of client accounts and project records to enable smooth engagement from day one.
• Validate agreements, documentation, and statutory requirements to ensure full compliance.
• Coordinate with Finance for accurate billing cycles and system setup.
• Establish safe and compliant worksites, applying appropriate contract templates and managing required notifications.

Client Lifecycle Support

• Deliver timely and accurate reporting to clients and the Front Office, including preparation of Quarterly Business Review (QBR) packs.
• Monitor client performance metrics, providing insights that support client satisfaction and continuous improvement.
• Manage workload via dashboards and performance reporting, ensuring adherence to agreed service levels.

Supplier Onboarding

• Oversee supplier due diligence, including compliance and credit checks, to maintain high governance standards.
• Ensure accurate supplier setup, fee validation, and alignment with company policy and finance requirements.
• Maintain up-to-date and compliant supplier records to support operational readiness.

Contractor Onboarding

• Manage contractor cases end-to-end, from initial request through to contract execution, ensuring SLA compliance.
• Oversee background checks, worker classification, and health and safety requirements in line with regulatory standards.
• Coordinate accurate registration, compliance validation, and payroll setup to ensure contractors are ready to work without delay.
• Safeguard accuracy of billing, statutory compliance, and contract execution for every engagement.

Timesheets & Expenses

• Monitor timesheet and expense submissions, ensuring completeness, accuracy, and escalation where required.
• Validate statutory payments and deductions, coordinating with payroll and finance teams to ensure liabilities are correctly managed.

End Date Management & Extensions

• Proactively manage contract end dates, coordinating extensions, amendments, or offboarding to maintain compliance and continuity.
• Review and process change requests, ensuring updated compliance requirements are met.
• Oversee documentation and system updates to support accurate contract management.

Offboarding

• Manage offboarding processes for contractors and workers in cases of resignation, transition, or completion.
• Ensure timely closure of records, coordination with the Front Office, and compliance with all reporting requirements.

Query Management

• Act as a key point of contact for queries from clients, contractors, and suppliers.
• Allocate and manage cases through dashboards, ensuring resolution within SLA and escalation when required.
• Provide high-quality service to all stakeholders through effective communication and case management.

Qualifications & Experience

• Bachelors degree, or equivalent, in a related business subject (desirable)
• Relevant experience gained in a recruitment or HR setting
• Customer service or service industry experience
• Knowledge of benefits and employment law (preferred)

Key Capabilities

• Positive and proactive mindset:

  Demonstrates enthusiasm, a can-do attitude, and a willingness to take on challenges in a dynamic work environment.

• Excellent communication skills:

  Exhibits strong written and oral English communication, with the ability to convey information clearly and effectively.

• Good computer proficiency:

  Competent in the use of Microsoft Office Suite.

• Organized and detail-oriented:

  Strong organizational skills, process orientated, and keen attention to detail is essential for ensuring accuracy.

• Eager to learn and grow:

  Displays a genuine desire for continuous learning and professional development in a fast-paced, evolving environment.

• Collaborative and independent:

  Able to work autonomously when necessary, while also being an effective team player, contributing to group objectives and supporting colleagues as needed.

• Self-motivated and resourceful:

  Shows initiative, with the ability to prioritize tasks, manage time effectively, and maintain a high level of productivity with minimal supervision.

• Strong work ethic with urgency:

  Demonstrates a sense of urgency and dedication in meeting deadlines and accomplishing work tasks, while maintaining a high standard of quality.

Behavioural Expectations

Global Core Values

We are a Family:

We are Adaptable:

We are Honest:

We are Curious:

We are Passionate:

We are Accountable: