TopSource Worldwide

Role summary

The successful relationship management and service delivery to Channel Partners is critical for the TopSource Worldwide business (TSW). The provide a valuable revenue stream and offer growth opportunities. They provide a connection with a wide portfolio of end clients across multiple geographies.

Channel Partners, will be demanding in their service requirements and they may not fit the TSW standard operating model, processes, or systems. We will need to adapt to develop and sustain positive working relationships with them.

This role is responsible for the operational management of the service delivery to our Channel Partners. Its purpose is to ensure we can meet their requirements, service levels and that we have positive operational engagement with their teams.

The role will be part of our EOR Operations Management team. The objective will be to make the best use of our global resources and capability to deliver consistently excellent services to this key client group.

Base location: Hybrid working, home based with occasional attendance in TSW office as required. Some overseas travel may also be required.


  • Ensuring we deliver the required levels of service to our Channel Partners to retain and grow their business with TSW
  • Pro-actively look to improve ways of working to increase efficiency and improve the Channel Partner and their employees service experience
  • Identifying opportunities to further expand the services we provide to the Channel Partner
  • Ensure all work is completed in a compliant manner and that the required contractual agreements are in place
  • Work to identify opportunities for alignment of systems to streamline process, e.g., Hub / Portico
  • Ensure all colleagues are trained on the service requirements for the Channel Partners and have clear working instructions
  • Work very closely with the Account Management and Sales teams to help support new revenue growth
  • Build a high performing team, whether direct reports or leveraging the global capabilities of other teams across the TSW business
  • Closely monitor service performance levels, report service failures, and determine the solutions to prevent re-occurrence
  • Consistently challenge how to migrate additional work offshore to reduce the cost to serve and leverage the scale and capabilities of the offshore operation
  • Closely monitor the trends and requirements of the Channel Partners and create a programme of continuous improvement
  • Identify opportunities for service / product development based upon client feedback and requirements
  • Help develop and implement a holistic approach to operations management across the centre, breaking down legacy silos from business acquisitions and making the best use of available resource and skill sets
  • Support the integration of further business acquisitions with Channel Partner relationships

Skills and knowledge

  • A proven track record in EOR Operations
  • Understanding of the people processes along the Employee life cycle
  • Strong knowledge of HR / Payroll operations and systems
  • A proven and successful operator, ideally in a high-volume outsourced service business providing B2B or B2C services
  • Operated in a fast-paced business environment with a track record of driving change, engaging colleagues and improving service and operational performance
  • Evidence of the ability to define and execute effective operations management approaches and to work collaboratively across the business to bring together joined up and compelling client solutions


  • Data driven decision making – the ability to use data effectively to manage the operation
  • Learning agility – the ability to learn, adapt and be agile in a fast paced and changing business environment
  • Teamwork and collaboration – proven competency in working very effectively as part of a team, of being able to establish strong and effective relationships and address obstacles to change and innovation
  • Results orientation – proactive and solutions focused, taking the right steps to ensure successful and positive outcomes for all key stakeholders
  • Customer orientation – takes the time to understand clients, establishes very strong relationships and very effective communication
  • Growth mindset – proactively seeks challenges and opportunities, flexible in approach and demonstrates resilience
  • Commercial capability – ability to achieve positive financial outcomes, meeting business targets and identifying revenue and cost improvement opportunities
  • Change management – ability to deliver multiple change projects, on time and within budget often in the face or resistance and impediments

Typical daily / weekly interactions

  • Operations team – daily interaction with the operations team, leading team calls, stand ups and supporting the resolution of impediments, recognising success and setting clear direction and targets
  • Operations leadership team – daily interactions with colleagues in the leadership team across Operations
  • Channel Partners – at least daily interaction directly with key Channel Partner stakeholders
  • Legal and compliance – weekly interaction with the inhouse legal and compliance team
  • Global operations – at least twice weekly interaction with the offshore operations teams
  • Other service teams – at least twice weekly interaction with other TSW teams e.g. finance, treasury
  • Reporting – provision of required reporting on Channel Partner performance, issues & opportunities

Measures of success

  • Retention and growth of Channel Partners
  • Clear working processes and a reduction in service failures
  • Onboarding of new clients
  • Onboarding of new colleagues
  • Operations performance KPIs
  • Successful integration / development of one team approach

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