Team Lead – HR Operations & Outsourcing
Skills
About This Role
Overview
At Terracotta – Driving Business Growth in Recruitment, Outsourcing & Corporate Services
We are a leading outsourcing company in the UAE, delivering recruitment, manpower, visa outsourcing, EOR/PEO, business setup, PRO services, and corporate solutions across the region.
We are currently hiring an experienced
HR Operations & Outsourcing Team Lead
to lead our outsourcing operations and drive excellence across onboarding, compliance, and client management.
Role Summary
This is a leadership role responsible for managing a team of Onboarding Specialists and Account Executives, ensuring smooth operations, compliance with UAE Labour Laws, and exceptional client service delivery.
You will act as the senior escalation point for complex cases, labor disputes, and high-value client accounts.
Team Leadership & Coaching
- Lead, mentor, and manage the daily activities of onboarding and account management teams
- Provide continuous coaching on service delivery, client management, and communication
- Set KPIs, conduct performance reviews, and drive team productivity
- Act as a subject matter expert on UAE Labor Law and immigration processes
Escalation & Account Management
- Handle complex client issues, employee relations cases, and contract disputes
- Manage high-value client accounts and ensure strong relationship management
- Support high-pressure mobilizations and resolve onboarding bottlenecks
- Contribute to client retention and growth through strong account management
Compliance Oversight
- Oversee end-to-end PRO and immigration processes
- Ensure compliance with UAE Labor Law, contracts, and internal policies
- Work closely with authorities such as MOHRE, ICP, GDRFA, and Free Zones
- Monitor compliance with WPS and Emiratization (NAFIS)
Operations & Reporting
- Improve and standardize onboarding/offboarding processes
- Review complex payroll elements including EOSB and adjustments
- Track KPIs, SLAs, and operational performance metrics
- Identify gaps and implement process improvements across the division
Qualifications & Experience
- Minimum
- 5 years of UAE experience in EOR / Staffing operations
- Minimum
- 2 years in a leadership or supervisory role
- **Experience within service-based industries such as outsourcing, staffing, immigration, or workforce solutions is Mandatory**
- Strong knowledge of UAE Labour Law, visa, and PRO processes
- Experience managing onboarding, payroll coordination, and client accounts
- Proficiency in HRIS/CRM systems and advanced Excel
- Excellent communication skills in English (Arabic is a strong advantage)
- Proven ability to lead teams in a fast-paced, deadline-driven environment
Important Notes
- Role is onsite full-time in Abu Dhabi
- Candidates with strong UAE regulatory and outsourcing experience will be prioritized
- *At Terracotta, your voice counts, your ideas matter, and your success is celebrated.*
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