Senior Consultant – EOR Operations

Job Summary

The Senior Consultant – EOR Operations is a pivotal individual contributor role within Mercans’ Global Operations PEO/EOR department, responsible for the comprehensive management and delivery of our Employer of Record (EOR) services. This role ensures the seamless execution of global employment contracts, delivers exceptional client and employee support, and maintains strict adherence to international labor laws and compliance standards. The Senior Consultant acts as a trusted advisor, fostering strong client relationships and enhancing the overall client and employee experience through proactive service delivery and meticulous operational management.

Duties & Key Responsibilities

Service Delivery Execution:

• Account Management:
  • Proactively manage a dedicated portfolio of assigned Employer of Record (EOR) operations accounts, ensuring meticulous adherence to established performance benchmarks and contractual Service Level Agreements (SLAs).
  • Conduct regular performance reviews and implement corrective actions as necessary to maintain optimal service delivery standards.
  • Serve as the primary operational point of contact for assigned client accounts, fostering a stable and reliable service experience.
• Onboarding Readiness:
  • Ensure absolute internal preparedness prior to the commencement of client employee onboarding, guaranteeing a seamless transition.
  • Ensure absolute internal preparedness prior to the commencement of client employee onboarding, guaranteeing a seamless transition.
  • Execute and rigorously verify detailed service orders, confirming alignment with client requirements and contractual obligations.
  • Orchestrate the precise and timely setup of client profiles within Oracle NetSuite, ensuring data integrity and operational efficiency.
  • Facilitate the efficient processing of implementation fees, adhering to established financial protocols and timelines.
  • Configure client profiles within HR Blizz with meticulous attention to detail, including comprehensive payroll setup and integration.
  • Secure formal client approvals for all supplementary benefits, ensuring transparency and compliance with established policies.
  • Establish and formally confirm the payroll calendar with the client, ensuring mutual understanding and adherence to critical timelines.
• Employment Process Management:
  • Manage the complete employment lifecycle with precision and expertise, ensuring compliance and efficiency at every stage.
  • Draft, meticulously review, and execute employment contracts, adhering to legal and regulatory standards and client-specific requirements.
  • Facilitate and manage immigration procedures and formalities with meticulous attention to detail, ensuring compliance with relevant regulations and minimizing disruption.
  • Ensure accurate and efficient employee enrollment with all relevant statutory authorities and benefits providers, minimizing errors and delays.
  • Conduct comprehensive setup and training for employees and managers on the HR Blizz platform, ensuring proficiency and maximizing utilization of the system.
  • Ensure that all client administrators, payroll teams, and PAC users are fully trained and proficient with the HR Blizz system.

Client and Employee Relationship Management:

• Client Relationship Management:
  • Serve as the primary point of contact for assigned clients, cultivating robust and enduring relationships.
  • Provide strategic advisory services, acting as a trusted consultant to clients on EOR-related matters.
  • Maintain proactive and transparent communication regarding service delivery, addressing inquiries, and resolving issues promptly.
  • Deliver comprehensive monthly SLA reports to clients, ensuring transparency and accountability.
  • Conduct regular client governance calls to review performance metrics, discuss service enhancements, and solicit client feedback.
• Employee Experience Management:
  • Initiate and analyze employee satisfaction surveys for assigned client employees, identifying areas for improvement.
  • Develop and implement action plans based on employee feedback to enhance the overall employee experience.
  • Serve as a point of contact for employee questions.

Financial and Compliance Management:

• Financial Management:
  • Implement rigorous financial controls to ensure the accurate and timely filing and payment of all applicable taxes and statutory contributions, adhering to local and international regulations.
  • Conduct thorough reconciliations of payroll and tax liabilities to ensure accuracy and prevent financial discrepancies.
  • Generate and distribute accurate and timely payslips to employees, ensuring compliance with relevant legal requirements and maintaining employee satisfaction.
  • Collaborate with internal finance teams to ensure seamless financial transactions and maintain accurate financial records.
  • Ensure that all financial transactions are completed with adherence to internal company policy and external financial regulatory bodies.
• Compliance and Risk Management:
  • Maintain a comprehensive and up-to-date understanding of all relevant international employment laws, regulations, and internal policies, proactively identifying and addressing potential compliance risks.
  • Conduct regular audits and reviews of operational processes to ensure adherence to compliance requirements and identify areas for improvement.
  • Implement and enforce robust data protection measures to safeguard the confidentiality and integrity of all client and employee data, adhering to global privacy standards such as GDPR.
  • Develop and maintain a comprehensive risk management framework, identifying potential compliance risks and implementing mitigation strategies.
  • Provide expert guidance to clients and internal stakeholders on compliance matters, ensuring adherence to legal and regulatory requirements.
  • Maintain detailed records of all compliance-related activities.

Qualifications:

• Prior experience with business-to-business support and/or client management
• Clear and concise communicator, both oral and written
• Excellent judgment skills with the ability to evaluate the situation and provide
• Ability to work under pressure situations and to work in a cross-functional environment
• Ability to build rapport and trust with clients
• Attention to detail and passionate
• Collaborative team player
• Ability to prioritize, multitask, and manage time effectively
• 4+ years of experience in a PEO/EOR, HR, or related role, preferably with exposure to HR practices.

SMART Performance Goals:

Client Retention

• Goal: For your assigned list of clients, ensure no more than one (1) client contract termination due to “for cause” reasons year-to-date (YTD). Maintain strong client relationships and deliver consistent, high-quality service to support client retention.
• Timeline: Ongoing

Customer Satisfaction Survey(CSAT)

• Goal: Maintain a 95% CSAT score based on the service provided to your assigned list of clients.
• Timeline: Measured quarterly through customer feedback.

Client Escalations

• Goal: Minimize escalations to management for your assigned list of clients by resolving issues promptly and effectively at the frontline level for your assigned list of clients. No more than three (3) major client service delivery quality-related escalations YTD.
• Timeline: Ongoing

Service Level Agreements

• Goal: Meet service deadlines and SLA commitments for your assigned list of clients with at least a 95% success rate.
• Timeline: Measured monthly.

Employee Satisfaction Survey

• Goal: Maintain a 95% Employee Satisfaction Survey score based on the service provided to your assigned list of clients.
• Timeline: Measured quarterly through employee feedback.

AI/ML Backed Process Improvement & Documentation Enhancement

Draft, update, and maintain the EOR documentation toolkit for the assigned countries by leveraging AI, ML, and automation to optimize processes.

EOR Documentation Toolkit Enhancement:

Objective: Update and improve Mercans’ EOR documentation toolkit using AI tools, including GPT agents, for an enhanced customer experience for the assigned countries.

Targeted Documents for the assigned countries

• Job Offer & Employment Contract Templates
• Country Guides
• FAQs & SOPs
• Knowledge Base

Timeline:

• Initial Update Deadline: End of Q2 2025 using AI/ML/Automation (e.g., GPT Agents) for document creation, updates, and improvements.
• Ongoing Enhancement: Continuous updates based on user feedback, industry best practices, and evolving business needs.
• The success of this goal will be measured by the submission and approval of the updated documents for the assigned list of countries.