SD Worx is a leading European provider of Payroll & HR services with a global reach. We have offices across Europe and one in Mauritius. Our goal? We bring people solutions to life, so companies of any size can turn Human Resources into a source of value for the business and the people in it.

Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

The Customer Excellence Teams are the reference in customer success for HR & payroll solutions in Europe, enabled by a frictionless digital-human service delivery. Our more than 3,600 people operate across 18 countries, delivering our full product portfolio to provide great outcomes for medium and enterprise-sized customers and their employees.

You are responsible for leading and directing the delivery of the Adriatic market for SD Worx, including Croatia, Serbia and Slovenia as our core countries. The Adriatic market represents over 150 clients, the majority of whom use the HRnet software, and some also use Managed Payroll Services. Our clients range from Large Enterprises to Mid-Market companies in different industries, form telecom, banking and insurance, hospitality, retail, production, engineering and others. We aim to double our business in the coming years.

You will have full responsibility for achieving the short and medium-term financial and operating objectives set by the overall corporate business plan and delivering on our customer promise to our clients. In that sense, you will lead, direct, and manage the day-to-day activities and review opportunities to enhance operations to optimize productivity and business growth. In addition to running and growing our business, you will be a key contributor to our strategic plan. This plan will need to include the transformation of our local businesses, which entails further expanding our service portfolio, digitizing our ways of working, and internationalizing our service delivery model.

What do we have to offer?

• An attractive salary based on your experience and achievement.
• Benefits are available.
• A dynamic environment: flexible working hours and hybrid working.
• Learning opportunities: through an individual development plan and professional training.
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Key Accountabilities

• Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.
• Building process-specific measurement models to track team performance (efficiency, timeliness, quality)
• Apply the necessary governance model with monthly and quarterly reviews.
• Manage the department structure as per the project requirements to ensure scalability and efficiency.
• Maintain stakeholder relationships and satisfaction.
• Identifying training needs & initiating training execution with the Learning & Development team.
• Triggering and following up on recruitment needs to meet current and future needs.
• Communicating key business objectives & initiatives in a structured and timely manner to the team.

Key Objectives

• Lead the 3 customer service pillars of implementations, support and managed payroll.
• Be part of the senior leadership team running SD Worx Adriatics.
• Achieve financial KPIs (Revenue/Contribution) – all segments and teams.
• Maintain payroll accuracy across all centres and existing quality and performance for customers.
• Ensure client projects on time and on budget.
• Be responsible for the bridges between the departments of support, compliance, security, product, and pre-sales.
• Develop support structures for the wider SD portfolio as rolled out across Romania.
• Review and increase service delivery from HUB locations where and when appropriate.
• Drive standardization and performance improvement of our delivery and work together with the Market Leadership team to streamline our offering.
• Ensure continuous skills development and training for colleagues within the department.
• Development analytics to anticipate customer trends and improve service.

Reporting Line

• Director CET Central Eastern Europe & Adriatic.
• Close collaboration with the Market Leader Adriatics (responsible for Sales & overall health of the business) and the Market Leadership Team including Product leaders (responsible for Product development).

Knowledge, skills and experience required

• +10 years’ management experience in a Service Delivery role.
• Understanding of financial modelling and budgeting.
• Ability to drive operational and delivery excellence.
• Demonstrate customer centric mindset.
• Good experience in managing customer relationships with large customer accounts.
• Experience in managing multiple concurrent projects.
• Considerable experience in influencing senior managers where no line control exists.
• Demonstrable track record of meeting and exceeding budgetary objectives.
• Proven track record of delivering continuous improvement.
• People-oriented.
• Excellent communication, presentation & interpersonal skills.
• Strong people management ability.
• Proficient in English.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.