TopSource Worldwide

Role summary

As a key member of the TopSource Worldwide operations team, you will be responsible for leading the HR Operationsteam providing HR services to our Employer or Record (EOR) employees and clients across the globe.  The business hasexciting growth plans, and the role provides a great opportunity for an accomplished people operations leader to develop the team and operation to ensure consistent excellence in all that it delivers.

This is a commercial HR role. You will ensure we optimise the revenue from our clients and help identify opportunities for service expansion. Your team will be delivering services to clients who have selected TopSource Worldwide to provide an outsourced EOR service. We have over 280 EOR clients with 1600 employees managed through our EOR services across 140 countries. They expect expertise, responsiveness, and a quality service in all that we do for them.  Pace, agility, and a growth mindset are critical for success along with a drive to consistently seek process improvements, utilise automation and create a very high performing team.  

You will strive to achieve and exceed the targets set for the operation, including revenue, cost to serve and performance KPIs.  You will seek continuous improvement, challenge the norms of the way things have been done, and be obsessive about our EOR employee experience.  Under your guidance and support you will drive a one team approach across the delivery teams and to establish an operating model which fully leverages the capabilities of our operations in the UK, Malta and India.  We expect to expand our delivery locations through further business acquisitions.

Base location: Hybrid working, but the base office location is Birmingham


  • Leading the HR operations team providing support services to EOR clients and employees across the globe
  • Proactively look to improve ways of working to increase efficiency and improve the employee experience
  • Identifying opportunities for HR service expansion and revenue generation
  • Building and managing regional partners to support HR compliance and queries
  • Build and maintain a knowledge centre to institutionalise global HR expertise
  • Develop colleagues in the wider business on capabilities to better service clients and win new business
  • Ensuring the retention and growth of clients through consistent service excellence
  • Build a high performing HR Operations team driving role clarity, process simplification and productivity improvements
  • Ensure operational delivery is achieved within budget and revenue targets are achieved
  • Collaborate closely with the account management and operations teams across the globe to drive projects and service initiatives
  • 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 clients and create a programme of continuous improvement
  • Identify opportunities for service / product development based upon client feedback and requirements
  • Ensure compliance with client contractual agreements and local country HR legislation
  • 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
  • Lead from the front helping to develop and set the tone for the team on a variety of interactions
  • Motivate the team to perform at the peak of their potential and build team spirit. Drive the necessary actions and be an ambassador for moving to one TopSource Worldwide business
  • Coach and develop team members

Skills and knowledge

  • A proven track record in People Operations with a global business
  • Understanding of the people processes along the Employee life cycle
  • Excellent knowledge of global employment legislation
  • Strong knowledge of HR operations and systems
  • Experience managing a team (ideally in different regions and centres)
  • Proven experience budgeting within a People Operations role
  • A proven and successful Operations Manager, 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
  • Accomplished presentation and communication skills with the ability to engage effectively across all levels of client and internal stakeholders


  • 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, 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
  • Technical expertise – accomplished operations management approach with the required tools and techniques to deliver success
  • Customer orientation – takes 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

  • HR Operations team – daily interaction with the HR 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
  • Clients – at least daily interaction directly with key client stakeholders
  • Client management teams – at least weekly interaction regarding the sales pipeline, market activity and solution development
  • Legal and compliance – daily interaction with the inhouse legal and compliance team
  • Offshore operations – at least twice weekly interaction with the offshore operations teams
  • Other service teams – at least twice weekly interaction with other service lines operations teams e.g. payroll and finance to identify areas of opportunity and collaboration
  • Reporting – provision of required reporting and commentary on operational performance

Measures of success

  • Achievement of EOR revenue targets
  • Client retention
  • Onboarding or new clients
  • Onboarding of new colleagues
  • Automation and process standardisation
  • Client NPS
  • Operations performance KPIs
  • Employee NPS
  • Successful integration / development of a one team approach

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