1. Role Summary
The Senior EOR Account Manager will take full ownership of some critical accounts, acting as a trusted advisor rather than just a service coordinator and ensure smooth end-to-end service delivery under the Employer of Record (EOR) model. This role oversees employee lifecycle management and continuous client satisfaction, enhancing brand positioning in the regional HR/EOR market.
2. Key Responsibilities
Client Management & Relationship Building
- Serve as the primary point of contact for assigned clients regarding EOR operations, employee queries and HR admin support.
- Build strong long-term relationships and proactively identify opportunities to enhance service value.
- Proactively identifies upsell/cross-sell opportunities and supports account growth while reducing churn risk.
EOR Service Delivery
- Work with the HR team to oversee the full employee lifecycle under EOR: onboarding, contract issuance, payroll, benefits coordination, leave management, and offboarding to ensure compliance with local labor laws and company standards.
- Coordinate with internal teams to resolve client's or employee's issues and provide solutions that balance client's expectation with legal compliance and company policies.
Reporting & Brand positioning
- Track performance metrics, payroll timelines, and service SLAs to ensure accuracy and consistency.
- Prepare monthly/quarterly client reports, proactively share Vietnam labor market insights about VN market benchmarks, compliance update and best practices.
- Travel overseas (e.g. Singapore) to join HR webinars/events, represent the company and support regional business development.
- Process Optimization & Cross-Functional Collaboration
- Work with internal teams to improve workflows and client experience, standardize best practices.
- Contribute to documentation, EOR process improvements and automation initiatives.
3. Qualifications & Requirements
Education & Experience
- Bachelor's degree in Business, HR, International Relations, or a related field.
- 8+ years of experience in EOR, HR operations, payroll, client account management, or related HR/outsourcing industry.
- Experience managing multinational clients is strongly preferred.
Skills & Competencies
- Strong understanding of local labor laws and HR operational processes.
- Excellent communication, client-handling, and stakeholder management skills.
- High accuracy and attention to detail, especially in HR documentation and payroll coordination.
- Ability to manage multiple accounts and prioritize workload under tight deadlines.
- Problem-solving mindset with strong customer service orientation.
- Proficiency in MS Office/Google Workspace; experience with HRIS/CRM tools is a plus.
4. Key Attributes
- Customer-centric and solution-driven
- Reliable, organized, and process-oriented
- Strong ownership and accountability
- Ability to work independently and collaboratively in a fast-paced environment
