Team leader - EOR Staffing / HR operations TERRACOTTA MANPOWER SERVICES - SOLE PROPRIETORSHIP

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.