Job Description

It's never been a more exciting time to join Vistra.
At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business - to help our clients achieve progress without friction.
But progress only happens when people come together and take action. And we're absolutely committed to building a culture where our people can do just that.
We have an exciting opportunity for you to join our team as Relationship Manager - HR Services this full-time and permanent position is based in Dubai and offers regional coverage.
Purpose of Role :
This role is responsible for managing a portfolio of clients, serving as their primary point of contact for all HR services, whilst actively supporting business growth through exceptional client service delivery and operational efficiency.
Scope :
Working as part of the HR services team as Relationship Manager reporting to the Business Unit Head, supporting a client portfolio based locally and international. Ensuring seamless service delivery to clients and employees. The role holds accountability for contributing to revenue and EBITDA targets by driving client retention, identifying cross-selling opportunities, and ensuring efficient operational and financial management.
Key Responsibilities:
Client Portfolio Management & Relationship Ownership

• Oversee the daily management of a complex portfolio of both local and international clients, ensuring seamless and professional service delivery.
• Serve as the primary point of contact within Vistra, taking full ownership of client relationships and ensuring that all client instructions are executed in a timely, accurate, and professional manner.
• Liaise with Vistra Global Relationship Managers to ensure alignment in service delivery and support multinational clients with their regional and global requirements.
• Attend client meetings and calls to provide an overview of Vistra's HR Services (HRS) offerings, including Employer of Record (EOR) solutions, identifying opportunities to cross-sell and enhance service value. PRO (Public Relations Officer) visa processing services for clients, ensuring compliance with UAE immigration regulations and supporting all governmental liaison activities.

Employer of Record (EOR) Services & Employee Lifecycle Management

• Manage the end-to-end employee lifecycle for EOR clients, including onboarding, offboarding, and ongoing HR administration.
• Handle all employee-related documentation, including salary letters, NOC certificates, and bank verification letters.
• Ensure smooth workforce management by addressing employee queries, maintaining compliance with UAE labor laws, and supporting clients with employment-related requests.

Public Relations Officer (PRO) Visa & Immigration Services

• Manage end-to-end visa processing, including new applications, renewals, work permits, cancellations, and all service requests on behalf of clients.
• Oversee and maintain client visa portals across Dubai and Abu Dhabi free zones, ensuring seamless processing and compliance.

Regulatory Compliance & Risk Management

• Stay updated on UAE free zone regulations, employment laws, and immigration requirements, providing expert guidance to clients.
• Conduct thorough annual compliance reviews of client accounts, identifying and remediating any documentation gaps.
• Ensure strict adherence to onboarding, KYC, and compliance protocols, offering clear guidance to clients on regulatory matters.

Business Growth & Revenue Contribution

• Actively contribute to the expansion of the client portfolio by identifying business opportunities and supporting client retention.
• Collaborate with Vistra Global Relationship Managers to enhance service offerings and leverage opportunities across multiple jurisdictions.
• Play a key role in achieving the team's revenue and EBITDA targets through cross-selling and strategic engagement.

Financial & Working Capital Management

• Ensure timely and accurate invoicing for client portfolios, proactively managing outstanding payments and maintaining a well-controlled debtor list.

Operational Efficiency & Service Excellence

• Take full ownership of assigned responsibilities, managing tasks independently while maintaining high service standards.
• Ensure prompt follow-ups on client requests, adhering to a 48-hour service level agreement (SLA) for response times.

Reporting & Escalations

• Regularly report operational updates to the Business Unit Manager, escalating client issues when necessary.

Document & Data Management
Maintain accurate and up-to-date client correspondence, official records, and database entries to ensure regulatory and operational efficiency.
Attributes / Technical Skills :

• Ability to engage with clients independently, demonstrating diplomacy, professionalism, and a solution-driven mindset to address challenges effectively.
• Strong analytical skills with a proactive approach to identifying operational improvements and driving positive change.
• Displays a growth mindset, adaptability, and enthusiasm in handling client needs and business objectives.
• Ability to communicate confidently and effectively at all levels, both internally and externally, fostering strong professional relationships.
• Highly organized with a keen ability to understand client needs and align them with tailored service solutions that enhance client satisfaction.
• Natural aptitude for assessing complex client matters, ensuring accuracy, compliance, and risk mitigation while delivering high-quality solutions.
• Ability to manage multiple clients, tasks, and deadlines simultaneously, ensuring efficiency without compromising on quality.
• Proven ability to work autonomously, demonstrating initiative and a proactive approach to responsibilities.
• Strong concern for precision, compliance, and quality assurance, ensuring all client-related matters are handled with diligence.
• Ability to identify cross-selling opportunities, contribute to revenue growth, and support strategic business objectives.

Relevant Experience :

• Experience managing a diverse client portfolio, acting as the primary point of contact, addressing client needs, and delivering tailored solutions.
• Hands-on experience with visa and work permit processing, including managing the full lifecycle of applications and liaising with authorities.
• Proven background in managing the full employee lifecycle (onboarding, offboarding, payroll, benefits).
• Knowledge of compliance standards, including KYC, AML, and labor laws, ensuring adherence to regulatory requirements.
• Strong experience in financial management, invoicing, billing, and following up on payments while identifying opportunities for business growth.

Education / Memberships :

• Diploma or Degree in Human Resources, Business Management or related field is desirable

Computer Skills :

• Familiarity with visa application management systems and client visa portals, especially within the UAE's Dubai and Abu Dhabi Freezones and other regulatory systems.
• Experience with database management systems to store, retrieve, and organize client and employee information securely, ensuring compliance with data privacy regulations.
• Advanced skills in Excel for tracking client data, reporting, and financial analysis. Proficiency in Word and PowerPoint for preparing reports, presentations, and client communications.
• Familiarity with digital document storage and management systems (e.g., SharePoint, DocuSign) to maintain accurate client files and records.
• Proficiency with communication and collaboration platforms like Teams and Zoom for effective remote collaboration and client meetings.

Languages :

• Excellent command of both written and spoken English

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!
Location:
Dubai, AE

Skills Required