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.
At Terracotta, your voice counts, your ideas matter, and your success is celebrated.
Job Title: Team Leader (EOR & Staffing)
Department: EOR & Staffing Solutions
Reports to: Head of Account Management
Experience Level: 5 Years in UAE EOR/Staffing | 2 Years in Team Leadership
Location: Terracotta Offices - Abu Dhabi
Role Summary
We are seeking a high-caliber Team Leader to spearhead our EOR and Staffing division. This pivotal role involves overseeing a dedicated team of Onboarding Specialists and Account Executives, ensuring operational excellence, and maintaining 100% compliance with UAE Labor Laws. As the senior point of escalation, you will provide strategic guidance on complex EOR/Staffing queries, labor disputes, and high-level client account management.
Key Responsibilities
1. Team Leadership & Coaching
- Lead, mentor, and manage the daily activities of Onboarding Specialists and Account Executives.
- Provide continuous coaching on account management, service delivery, and professional communication.
- Conduct performance reviews and establish clear KPIs regarding mobilization timelines and client satisfaction.
- Serve as the primary technical resource for the team concerning UAE Labor Law and immigration procedures.
2. Escalation & Complex Account Management
- Act as the senior point of contact for high-value clients and handle complex employee relations issues.
- Resolve escalated grievances, contract disputes, and sensitive termination cases in strict accordance with UAE regulations.
- Support the team in managing high-pressure mobilizations and resolving bottlenecks in the onboarding process.
- Drive organic growth within the existing client portfolio through high-level account engagement.
3. Compliance & Regulatory Oversight
- Oversee the end-to-end PRO and immigration lifecycle, ensuring seamless coordination between clients, employees, and internal teams.
- Maintain expert-level knowledge of MOHRE, ICP, GDRFA, and Free Zone portals to troubleshoot processing delays.
- Ensure all employment practices, contracts, and internal policies strictly adhere to the UAE Labour Law.
- Monitor department-wide compliance with WPS (Wage Protection System) and NAFIS (Emiratizations) requirements.
4. Operations & Strategic Reporting
- Standardize and optimize onboarding/offboarding workflows to enhance departmental efficiency.
- Review and approve complex financial calculations, including End of Service Benefits (EOSB) and payroll adjustments.
- Prepare and present operational reports for senior management, tracking revenue, SLA adherence, and team productivity.
- Identify process gaps and implement continuous improvement initiatives for the EOR business line.
Required Qualifications & Skills
- Experience: Minimum of 5 years in UAE-based EOR/Staffing operations; at least 2 years in a leadership or supervisory role.
- Legal Expertise: Comprehensive, expert-level understanding of UAE Labor Law and PRO/Immigration frameworks.
- Communication: Exceptional verbal and written English skills. Arabic language proficiency is a significant advantage.
- Technical Proficiency: Strong experience with HRIS/CRM systems and advanced MS Excel for data analysis and reporting.
- Leadership: Proven ability to manage, motivate, and develop a team in a high-pressure, deadline-driven environment.
