• Establish clear and consistent ways of working for the Market Presence CoE and partner teams. • Create repeatable processes, templates, and metrics across all event tiers. • Optimise and integrate event and workflow tools. • Enable scalable planning, budgeting, and vendor engagement models.

Role Description As an Employee Services Manager working for an Employer of Record (EOR), your primary responsibility is to ensure that employees are fully supported throughout their employment through GX. You will be joining a team dedicated to driving employee experience, picking up from the end of their onboarding through until they leave our service. Your role is pivotal in ensuring employee satisfaction by answering any queries they have on payroll, expenses, PTO, benefits, etc. - Employee Support: - Oversee communication with employees, addressing general inquiries following onboarding, including but not limited to access to the GX1 portal, employment-related matters, personal time off, payroll, and expense management. - Facilitate and organize employee meetings as needed, involving key stakeholders as necessary, creating minutes of each meeting, defining clear actions and outcomes from the discussions, and distributing this information to the appropriate parties. - Collaborate with key stakeholders, including internal teams, employees, and in-country partners, to effectively advance the resolution of all open cases, such as service issues and unique requests. Adhere to the established timeline guidelines for resolution set out by your manager. - Employee Experience: - Maintain and oversee the employee experience throughout the employee lifecycle, ensuring adherence to SLAs established with our clients and employees. - Build productive relationships with employees, clients, local partners, and key internal departments such as Finance, Sales, and Implementation to deliver services within the agreed scope. - Prepare and deliver internal and external communications as necessary, such as drafting employee communications for the client’s approval covering changes to employment laws, payroll or expense processes, timescales, and schedules. - Service Delivery & Improvement: - Prepare for, and participate in, regular employee review meetings, presenting information as requested, including open cases, end dates, terminations, and costs. - Support management in resolving service or process issues within the operations team, liaising with suppliers, internal staff, and client contacts as needed. - Assess opportunities to enhance employee relationships, improve team performance, and refine internal processes in collaboration with your manager. - Facilitate employee engagement through diverse strategies by analysing employee pulse check survey results and presenting key areas for improvement to your manager. Initiate and conduct courtesy calls, offering feedback to your manager. - Participate in and lead special projects aimed at improving employee experience, efficiency, and process reviews in collaboration with your manager. - Employee Offboarding: - Effectively communicate offboarding procedures to all relevant stakeholders, including clients, employees, and internal teams, ensuring thorough system maintenance. - Clearly establish and document the reasons for offboarding, with particular attention to Client Terminations requiring Mutual Termination Agreements. In the case of a Client Termination, ensure a comprehensive handover is provided to the appropriate Client Services Manager. - Ensure the completion of all necessary documentation for offboarding, such as resignation letters and the finalization of payroll and termination of benefits cover. - Maintain compliance with legal and regulatory requirements related to employee offboarding. - Collaborate with stakeholders to ensure the accurate and timely processing of final pay, including unused vacation and other entitlements. Qualifications - Experience in employee services or related field. - Strong communication and interpersonal skills. - Ability to manage multiple tasks and prioritize effectively. - Familiarity with payroll and HR processes. Requirements - Proven experience in a similar role. - Strong problem-solving skills. - Ability to work collaboratively with diverse teams. - Knowledge of employment laws and regulations. Benefits - Competitive salary and performance bonuses. - Comprehensive health benefits. - Flexible working hours and remote work options. - Opportunities for professional development and growth.

• Creating an environment of hope, dignity, health, happiness, comfort, and opportunity • Act in a manner to ensure that interactions with all stakeholders (internal and external) are positive, productive, professional and in keeping with company values • Maintain privacy and confidentiality of employees, clients and participants • Promote career opportunities to attract high quality candidates • Uphold and deliver the Danny Met Sally purpose and philosophy to all prospective support workers • Ensure a positive candidate experience • Ensure clear communication with all clients, client service managers, coordinators and leadership to ensure client requirements regarding experience, training and skillsets can be met • Act as a Danny Met Sally ambassador, and aim to enhance the company's reputation both internally and externally • Provide open, honest, and respectful feedback to the CEO, Board and senior leaders • Be a supportive and reliable team member • Effectively and appropriately manage conflict • Demonstrate a high level of interpersonal and communication skills • Demonstrate motivation and enthusiasm for your work and leaders • Ensure clients receive their scheduled supports by coordinating replacement support workers to provide reasonable coverage or adjusting rosters after hours, as needed. • Maintain detailed records of all interactions and actions taken to ensure continuity of care and accurate reporting • Prepare and submit reports detailing key events, actions taken, and any ongoing issues requiring follow-up during regular business hours • Provide real-time assistance to support workers who encounter challenges during their shifts, such as handling emergencies, clarifying instructions, or addressing safety concerns • Coordinate with on-call management or emergency services when situations require further escalation • Ensure that all actions taken during afterhours comply with Danny Met Sally policies, procedures, and relevant legislation • Attend weekly team meetings for continuity and understanding of the level of service provided and any updates to policies and procedures • Assist in the maintenance of the SharePoint environment, including site collections, sub-sites, lists, libraries, and content.

• Manage both the Customer Service Centre and the Employee Experience Resolve Group teams. • Support, optimise and maintain our customers’ environments and service end user requests. • Ensure the best practices associated with security, cost optimisation, reliability, performance efficiency and operational excellence. • Manage the EE and CSC teams who respond to incidents and service requests. • Ensure delivery of Video Managed Services (VMS) to existing and new clients. • Be accountable and responsible for the delivery of new and existing NGMS services. • Identify opportunities for automation within existing processes and develop solutions to improve efficiency. • Maintain high-quality, consistent, and cost-effective services. • Lead a support and operational team to oversee problem triage through to resolution.