The Service Delivery Advisor aims to deliver and optimise the onboarding and lifecycle management processes for clients suppliers and contractors and is responsible for maintaining compliance operational efficiency and stakeholder satisfaction by delivering accurate timely and collaborative support across all key processes.
Key Responsibilities
ACCOUNTABILITY
ACTIVITIES
Client Onboarding
Lead the setup of client accounts and project records to enable smooth engagement from day one.
Validate agreements documentation and statutory requirements to ensure full compliance.
Coordinate with Finance for accurate billing cycles and system setup.
Establish safe and compliant worksites applying appropriate contract templates and managing required notifications.
Client Lifecycle Support
Deliver timely and accurate reporting to clients and the Front Office including preparation of Quarterly Business Review (QBR) packs.
Monitor client performance metrics providing insights that support client satisfaction and continuous improvement.
Manage workload via dashboards and performance reporting ensuring adherence to agreed service levels.
Supplier Onboarding
Oversee supplier due diligence including compliance and credit checks to maintain high governance standards.
Ensure accurate supplier setup fee validation and alignment with company policy and finance requirements.
Maintain up-to-date and compliant supplier records to support operational readiness.
Contractor Onboarding
Manage contractor cases end-to-end from initial request through to contract execution ensuring SLA compliance.
Oversee background checks worker classification and health and safety requirements in line with regulatory standards.
Coordinate accurate registration compliance validation and payroll setup to ensure contractors are ready to work without delay.
Safeguard accuracy of billing statutory compliance and contract execution for every engagement.
Timesheets & Expenses
Monitor timesheet and expense submissions ensuring completeness accuracy and escalation where required.
Validate statutory payments and deductions coordinating with payroll and finance teams to ensure liabilities are correctly managed.
End Date Management & Extensions
Proactively manage contract end dates coordinating extensions amendments or offboarding to maintain compliance and continuity.
Review and process change requests ensuring updated compliance requirements are met.
Oversee documentation and system updates to support accurate contract management.
Offboarding
Manage offboarding processes for contractors and workers in cases of resignation transition or completion.
Ensure timely closure of records coordination with the Front Office and compliance with all reporting requirements.
Query Management
Act as a key point of contact for queries from clients contractors and suppliers.
Allocate and manage cases through dashboards ensuring resolution within SLA and escalation when required.
Provide high-quality service to all stakeholders through effective communication and case management.
Qualifications & Experience
Bachelors degree or equivalentin a related business subject (desirable)
Relevant experience gained in a recruitment or HR setting
Customer service or service industry experience
Knowledge of benefits and employment law (preferred)
Key Capabilities
Positive and proactive mindset: Demonstrates enthusiasm a can-do attitude and a willingness to take on challenges in a dynamic work environment.
Excellent communication skills: Exhibits strong written and oral English communication with the ability to convey information clearly and effectively.
Good computer proficiency: Competent in the use of Microsoft Office Suite.
Organized and detail-oriented: Strong organizational skills process orientated and keen attention to detail is essential for ensuring accuracy.
Eager to learn and grow: Displays a genuine desire for continuous learning and professional development in a fast-paced evolving environment.
Collaborative and independent: Able to work autonomously when necessary while also being an effective team player contributing to group objectives and supporting colleagues as needed.
Self-motivated and resourceful: Shows initiative with the ability to prioritize tasks manage time effectively and maintain a high level of productivity with minimal supervision.
Strong work ethic with urgency: Demonstrates a sense of urgency and dedication in meeting deadlines and accomplishing work tasks while maintaining a high standard of quality.
Behavioural Expectations
Behaviour must always be consistent with all company policies procedures and the Global Core Values:
We are a Family: We care for each other and work better as a team. Our culture is built on respect loyalty and fun.
We are Adaptable:We dont back down from change. By embracing it we have an opportunity to learn and grow.
We are Honest: We keep our promises and act with integrity. We do the right thing.
We are Curious: We are solutions focused. We use our curiosity and love for learning to solve our customers problems.
We are Passionate: We are proud about what we do. We strive for professional excellence because we believe in ourselves and our team.
We are Accountable: We take responsibility for our work. By taking ownership we deliver results.
Required Experience:
Unclear Seniority
Job DescriptionPosition ObjectiveThe Service Delivery Advisor aims to deliver and optimise the onboarding and lifecycle management processes for clients suppliers and contractors and is responsible for maintaining compliance operational efficiency and stakeholder satisfaction by delivering accurate ...
Job Description
Position Objective
The Service Delivery Advisor aims to deliver and optimise the onboarding and lifecycle management processes for clients suppliers and contractors and is responsible for maintaining compliance operational efficiency and stakeholder satisfaction by delivering accurate timely and collaborative support across all key processes.
Key Responsibilities
ACCOUNTABILITY
ACTIVITIES
Client Onboarding
Lead the setup of client accounts and project records to enable smooth engagement from day one.
Validate agreements documentation and statutory requirements to ensure full compliance.
Coordinate with Finance for accurate billing cycles and system setup.
Establish safe and compliant worksites applying appropriate contract templates and managing required notifications.
Client Lifecycle Support
Deliver timely and accurate reporting to clients and the Front Office including preparation of Quarterly Business Review (QBR) packs.
Monitor client performance metrics providing insights that support client satisfaction and continuous improvement.
Manage workload via dashboards and performance reporting ensuring adherence to agreed service levels.
Supplier Onboarding
Oversee supplier due diligence including compliance and credit checks to maintain high governance standards.
Ensure accurate supplier setup fee validation and alignment with company policy and finance requirements.
Maintain up-to-date and compliant supplier records to support operational readiness.
Contractor Onboarding
Manage contractor cases end-to-end from initial request through to contract execution ensuring SLA compliance.
Oversee background checks worker classification and health and safety requirements in line with regulatory standards.
Coordinate accurate registration compliance validation and payroll setup to ensure contractors are ready to work without delay.
Safeguard accuracy of billing statutory compliance and contract execution for every engagement.
Timesheets & Expenses
Monitor timesheet and expense submissions ensuring completeness accuracy and escalation where required.
Validate statutory payments and deductions coordinating with payroll and finance teams to ensure liabilities are correctly managed.
End Date Management & Extensions
Proactively manage contract end dates coordinating extensions amendments or offboarding to maintain compliance and continuity.
Review and process change requests ensuring updated compliance requirements are met.
Oversee documentation and system updates to support accurate contract management.
Offboarding
Manage offboarding processes for contractors and workers in cases of resignation transition or completion.
Ensure timely closure of records coordination with the Front Office and compliance with all reporting requirements.
Query Management
Act as a key point of contact for queries from clients contractors and suppliers.
Allocate and manage cases through dashboards ensuring resolution within SLA and escalation when required.
Provide high-quality service to all stakeholders through effective communication and case management.
Qualifications & Experience
Bachelors degree or equivalentin a related business subject (desirable)
Relevant experience gained in a recruitment or HR setting
Customer service or service industry experience
Knowledge of benefits and employment law (preferred)
Key Capabilities
Positive and proactive mindset: Demonstrates enthusiasm a can-do attitude and a willingness to take on challenges in a dynamic work environment.
Excellent communication skills: Exhibits strong written and oral English communication with the ability to convey information clearly and effectively.
Good computer proficiency: Competent in the use of Microsoft Office Suite.
Organized and detail-oriented: Strong organizational skills process orientated and keen attention to detail is essential for ensuring accuracy.
Eager to learn and grow: Displays a genuine desire for continuous learning and professional development in a fast-paced evolving environment.
Collaborative and independent: Able to work autonomously when necessary while also being an effective team player contributing to group objectives and supporting colleagues as needed.
Self-motivated and resourceful: Shows initiative with the ability to prioritize tasks manage time effectively and maintain a high level of productivity with minimal supervision.
Strong work ethic with urgency: Demonstrates a sense of urgency and dedication in meeting deadlines and accomplishing work tasks while maintaining a high standard of quality.
Behavioural Expectations
Behaviour must always be consistent with all company policies procedures and the Global Core Values:
We are a Family: We care for each other and work better as a team. Our culture is built on respect loyalty and fun.
We are Adaptable:We dont back down from change. By embracing it we have an opportunity to learn and grow.
We are Honest: We keep our promises and act with integrity. We do the right thing.
We are Curious: We are solutions focused. We use our curiosity and love for learning to solve our customers problems.
We are Passionate: We are proud about what we do. We strive for professional excellence because we believe in ourselves and our team.
We are Accountable: We take responsibility for our work. By taking ownership we deliver results.
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