NL Operations Manager
Join us on a journey of endless possibilities
At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.
With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.
Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.
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The Role
Responsible for the end to end client relationship, ensuring that all contractual agreements are delivered on time and accurately
Delivery Key responsibilities:
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End to end management of the client relationship, including all escalation
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Work in partnership with Account Management to ensure accurate and timely contract revisions
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Manage and identify deviations from the contractually defined standard scope of service including following the defined Change Request process. This may include but is not limited to, estimating and implementing changes and ensuring the defective input process is followed
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Ongoing review of the Country Solution workbook and ensure updates are captured
- Year End management
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Effectively manage and monitor all client SLAs using the appropriate tools to ensure adherence to targets; if targets are not being met, root cause and action to be provided to your manager
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Conduct Service Review meetings, ensuring actions and follow ups are timely and accurate
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Lead Hypercare calls (where no SDM is assigned) to ensure actions are tracked and resolved
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Liaise with internal stakeholders (AD, RSDM, SDM, SR, supporting functions) to ensure successful management of the client
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Project Management to ensure successful implementation of any new service or processes
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Working with Transformation and Products, in liaison with specialists, to implement automation and innovation
- Management of internal stakeholders
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Liaise with the team to ensure the service is running as per our SLAs and KPIs
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Support ITCAMs/ADs in ensuring the client is aware of any product enhancements
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Payroll Legislation updates are fully documented by the specialist and understood by the team
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Annual planning reviewed and signed off by client(s) and team
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Accountable that all root cause analysis is accurate and that preventative steps are implemented to limit any reoccurrence
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Ability to recognize and deal appropriately with sensitive and confidential information
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Handle all required purchase order management activities per the defined process
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End to end management of the operational team, including regular individual reviews, training, performance management, absence management and overall adherence to Strada policies
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Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate
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Management of recruiting the correct Specialists for the team by working with the Recruitment Team
Key Criteria to monitor performance
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Adherence to all Security and Compliance procedures
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100% Attainment of customer SLA agreements
- Adherence to quality standards
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Team Performance within defined standards and customer contracts
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Ability to effectively communicate with all levels within the business
Job Experience
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Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
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Flexibility to support a global and fast paced environment
- Attention to detail
- Excellent written and verbal skills
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Self-motivated and a willingness to learn
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Ability to collaborate and work in a team environment, as well as independently while adhering to processes and