Service Delivery Specialist - Global

Ready to join the future of work? 

Come join a remote and hybrid first*, a global company spanning across the Americas, Europe, and Asia for A Job That Works for You. You will become among 2000+ Guardians worldwide, embracing YOUR unique approach to work. 

Our vision of the future of work is “Work In Any Way” which offers flexibility for where you work, it empowers you to define your ideal work environment, unbound by the traditional notions of what work should look like. Most importantly, it puts people first! 

(*some of our roles are completely remote while some roles may require a remote first-hybrid workstyle, where you may be required to be in office once or twice a week – we are happy to clear this up on our initial call with you 😊) 

How you will make a difference:  

• Ensure any required operational meetings, discussions related to escalations or projects occur as committed
• Issues and requests are being managed according to committed timeframes
• Maintain joint Escalation Matrices
• Maintain recurring (but no less than monthly) engagement with key customer contacts to foster a deeper partnership between organizations
• Partner with customers to determine ‘reference’ status
• Tracking CSAT through Client Health Index and Heartbeat Survey
• Understand client business needs and ensure delivery of service and products meet client contractual expectations
• Proactively identify service issues and collaborate with internal stakeholders and the client to implement effective solutions
• Ensure service delivery is aligned with contracted Statement of Work (SOW) and any other contractual agreements
• Knowledge of customers contract, including any one-off or unique provisions
• Drive actions to retain existing business and obtain contract renewals
• Partners with key operations stakeholders to ensure service delivery aligns with SLA requirements
• Assess and analyze Key Performance Indicator (KPI) results
• Actively involved in suggesting and recommending approaches for performance improvement
• Track and monitor change requests
• Review and approve Root Cause Analysis and Remediation Plans in accordance with client

What will make you stand out:   

• 1+ years confirmed in a client facing, HR or payroll service delivery role.
• Knowledge or experience with HR/Payroll industry practices preferred.
• Effective verbal and written communication and client presentation skills. Demonstrated ability to handle client issues.
• Exemplify strong interpersonal skills and a customer service approach to solving problems.
• Multi-task, work in a fast paced, changing priority environment, problem solve and make decisions.
• Being proactive and working independently, seeking help when needed, are key attributes for this role.
• Understands and handles the basics of the contractual relationships and disputes, including financial aspects .

Who we are and what we do:  

Safeguard Global is…Global! We help 1500+ companies hire, manage, and pay employees in 170+ countries. Join us to meet diverse talent, explore new cultures, and connect with amazing folks from around the globe. 

Our Global Benefits  

• Autonomy & Flexibility (Work in Any Way): Remote first, with the flexibility to include school runs and gym breaks in your schedule all while maintaining a high standard of work. 
• Bonding Leave: Enjoy paid leave to bond with your new family member.   
• 2 Charitable Days: Contribute to causes you believe in.   
• Reward & Recognition Program: Be rewarded for your success and championing our values.   
• Corporate bonus/SIP: All Guardians are eligible for our annual bonus scheme or sales incentive plan.  

Why Become a Guardian:  

• International Environment: Grow your network internationally and collaborate across the world. Interact, discover cultures, and tap into local expertise.   
• Our Culture: We emphasize the people factor in everything we do. Our nurturing culture ensures your ideas reach our leaders and your contributions get the recognition they deserve. 
• Learning: We support your continuous growth by providing access to 2 learning platforms, where you can learn at your own pace.  

Next Steps:  

To apply, please click on the following link. We wish you the best with your application. Our Guardian promise to you is to keep in touch to arrange the next stage should your application meet the position's requirements, and or a gentle update if you have been unsuccessful at this time.  

Welcome to the Future of Work! 

At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.