Team Success Manager

Position Summary

The Team Success Manager manages day-to-day client relationships and enables the success, performance, and engagement of assigned offshore contractors. The role acts as the primary people and delivery partner to clients and line managers, ensuring contractor lifecycle activities are executed consistently, ethically, and in alignment with Peoplegig values, ways of working, and approved HR policies and procedures.

This role requires strong people leadership capability to effectively deliver HR processes such as performance conversations, coaching, feedback, and engagement support. In parallel, the Team Success Manager maintains trusted client relationships and supports account coordination activities to ensure service continuity, contractor success, and client satisfaction.

The Team Success Manager focuses on disciplined execution, proactive communication, early risk identification, and contractor engagement. The role translates Team Success frameworks into practical actions that support contractor performance, client partnership, and predictable delivery outcomes.

Team Success Function Overview

The Team Success function, in partnership with People and Culture and the leadership team, supports the end to end contractor experience. This includes onboarding, performance enablement, engagement, and offboarding. The goal is to ensure both contractors and client line managers are supported for sustained success.

The Team Success Manager operationalizes Team Success strategies through hands on client partnership, structured lifecycle execution, standardized touchpoints, and consistent people support across assigned accounts. The role emphasizes visibility, predictability, and early risk prevention across both contractor experience and client relationships.

KEY ACCOUNTABILITIES

CLIENT AND LINE MANAGER PARTNERSHIP

• Act as the primary relationship and people partner for assigned clients and onshore line managers.

• Maintain regular and structured communication aligned with Team Success standards to support strong account relationships.

• Provide guidance to clients on contractor performance, engagement, expectations, and lifecycle matters.

• Support account coordination activities that contribute to client satisfaction, service continuity, and retention.

• Identify potential risks affecting contractor success or client experience and escalate early to prevent avoidable issues.

CONTRACTOR LIFECYCLE AND PERFORMANCE SUPPORT

• Execute contractor onboarding, check ins, feedback conversations, and performance support consistently.

• Establish clear expectations, role clarity, and success measures from onboarding onward.

• Provide structured coaching and developmental guidance to contractors to support performance improvement and professional growth.

• Facilitate and document performance conversations and feedback discussions in alignment with Peoplegig HR practices.

• Monitor performance, engagement, and retention indicators and intervene early when risks arise.

• Ensure lifecycle activities are contractor safe, documented, and compliant with internal policies and procedures.

CONTRACTOR ENGAGEMENT AND EVP

• Support contractor engagement initiatives aligned with the Peoplegig employee value proposition.

• Monitor engagement signals and recommend actions to strengthen contractor connection, retention, and overall experience.

• Partner with People and Culture on engagement programs, communications, and contractor wellbeing initiatives.

• Reinforce Peoplegig values and EVP through daily interactions, leadership behaviors, and operational practices.

COMPLIANCE, VALUES, AND WAYS OF WORKING

• Consistently uphold Peoplegig core values, ways of working, and code of conduct.

• Execute HR policies and procedures accurately and responsibly.

• Maintain compliance readiness through proper documentation and ethical decision making.

• Model professionalism, accountability, and contractor safe practices in all interactions.

DATA, RISK, AND CONTINUOUS IMPROVEMENT

• Maintain accurate client, contractor, and lifecycle records.

• Track risks, issues, and action items across assigned accounts.

• Identify early warning signals that may affect contractor experience, retention, or delivery outcomes.

• Contribute insights that support continuous improvement, governance reviews, and operational learning.

COMMUNICATION AND TEAM PARTICIPATION

• Communicate clearly, proactively, and professionally with clients, contractors, and internal teams.

• Participate actively in Team Success meetings, reviews, and improvement initiatives.

• Collaborate effectively with People and Culture and other cross functional partners.

• Share learnings, risks, and improvement opportunities openly to strengthen team capability.

FUNCTIONAL COMPETENCIES

People Leadership and HR Execution

• Demonstrates strong people leadership capability to manage contractor relationships and deliver core HR processes including performance management, coaching conversations, feedback delivery, and engagement support.

• Builds trust with contractors while maintaining professionalism and accountability in performance and development discussions.

• Applies sound judgment when managing sensitive people matters while ensuring alignment with Peoplegig policies and values.

Client Partnership and Account Coordination

• Builds strong working relationships with clients and line managers through proactive communication and reliable service delivery.

• Balances people leadership responsibilities with client partnership and account coordination requirements.

• Understands the commercial importance of client satisfaction, contractor retention, and delivery reliability.