Operations Account Manager – HR, GRO & PRO

Role Overview

• Oversee and execute HR, GRO, and PRO services, including license renewals, work permits, Saudization coordination, payroll coordination, and compliance with governmental regulations.
• Master and regularly use governmental portals (QIWA, GOSI, Mudad, MISA, MC, etc.) to ensure regulatory compliance and operational efficiency.
• Coordinate effectively with government entities, GRO partners, and internal stakeholders to facilitate smooth service delivery.
• Ensure all client data and documentation is accurately captured and maintained in internal systems.
• Continuously refine processes to enhance efficiency and service quality, proactively contributing to operational improvements and new service offerings.
• Maintain strong responsiveness and communication standards across client and internal stakeholder interactions.
• Take full ownership of a diverse portfolio of clients, ensuring their HR, GRO, and PRO needs are managed with excellence.
• Provide proactive advisory support, helping clients navigate regulatory requirements and optimize their operations in Saudi Arabia.
• Manage end-to-end client engagement, from onboarding to offboarding, ensuring high client satisfaction.
• Handle escalations from junior team members, offering guidance and support to resolve complex issues efficiently.
• Drive client retention and renewals through excellent service delivery and relationship management.
• Maintain clear documentation, follow-ups, and SLA adherence across all client interactions.
• Take on mentorship and coaching responsibilities, supporting junior team members in developing their expertise.
• Lead by example, demonstrating strong operational execution, problem-solving, accountability, and customer service skills.
• Participate in structured leadership development initiatives, equipping you with the skills to step into a senior management role.
• Actively contribute to a collaborative remote team environment, fostering a culture of learning and continuous improvement.
• Identify and contribute to process improvements and operational enhancements that increase the value AstroLabs provides to clients.
• Stay up to date with industry trends and regulatory changes, ensuring AstroLabs remains at the forefront of HR, GRO, and PRO services.
• Support client engagement and business growth initiatives when required.

Requirements

• 2+ years of experience in Account Management, Operations, or Customer Success in a KPI-driven environment.
• Experience supporting Saudi Arabia operations, HR, GRO, PRO, company setup, or corporate services is highly desirable.
• Fully fluent in English.
• Arabic is highly preferred.
• Strong ability to manage client accounts independently, with a solutions-driven mindset.
• Detail-oriented and process-driven, with exceptional organizational and task management skills.
• Strong written communication and stakeholder management capabilities in a remote work environment.
• Skilled at data analysis and reporting, using insights to drive improvements.
• A natural people person, with a passion for mentoring, coaching, and supporting team development.
• Proficiency in Microsoft Office, Excel, CRM tools, and operational systems.
• Committed to professional growth, regularly engaging in training and development opportunities.
• A true brand ambassador for AstroLabs, representing our values of Ownership, Ambition, and Excellence.

Benefits

• Professional development opportunities