Tabby
Senior HR Manager â Customer Experience
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job expiry date: 15/12/2025
Job overview
Date posted
31/10/2025
Location
Riyadh, Saudi Arabia
Salary
SAR 30,000 - 40,000 per month
Compensation
Comprehensive package + relocation
Experience
2 - 5 yrs
Seniority
Senior Manager
Qualification
Bachelors degree
Expiration date
15/12/2025
Job description
Tabby, the GCCâs fastest-growing FinTech valued at $3.3 billion, seeks a Senior HR Manager to lead and scale its Customer Experience (CX) HR function in Saudi Arabia, where the team is expected to exceed 1,000 employees. The Senior HR Manager will be responsible for building the HR infrastructure from the ground upâdeveloping policies, tools, and operational frameworks to support large-scale customer service operations. The role encompasses full HR operations, including contracts, payroll coordination, attendance tracking, visa processing, and compliance with Saudi Labour Law and systems such as GOSI, Mudad, Muqeem, and Qiwa. This leader will design engagement and retention strategies tailored for high-volume frontline teams, ensuring workforce stability and satisfaction. They will drive performance management, design data-driven evaluation frameworks, and coach supervisors to develop high-performing teams. The role also includes oversight of employee relations, risk management, and policy enforcement, maintaining trust and transparency across the workforce. As a strategic partner to the CX leadership team, the Senior HR Manager will collaborate cross-functionally with Finance, Talent Acquisition, and Regional HR to align workforce planning with company objectives, ensuring operational excellence and scalability in a high-growth environment.
Required skills
Key responsibilities
- Establish and scale the HR function for Saudi Arabiaâs Customer Service organization, including structure, policies, and delivery tools
- Partner with CX and Talent Acquisition teams to support rapid headcount growth while maintaining compliance and operational efficiency
- Design and implement scalable onboarding, retention, and employee engagement frameworks to improve agent performance and reduce attrition
- Oversee HR operations such as contracts, payroll coordination, attendance, and visa management
- Ensure full compliance with Saudi Labour Law and government systems including GOSI, Mudad, Muqeem, and Qiwa
- Automate HR workflows for documentation, analytics, and reporting to enhance process efficiency
- Develop and execute engagement initiatives for frontline teams, using surveys and feedback to monitor morale and motivation
- Partner with CX leadership to address attrition drivers, improve employee satisfaction, and strengthen retention strategies
- Implement performance frameworks for fair, data-backed evaluations and support leadership coaching programs
- Build career development pathways to promote high performers into supervisory roles
- Serve as primary HR contact for grievances, escalations, and disciplinary matters, ensuring consistent enforcement of policies
- Identify and mitigate HR risks through preventive measures and proactive interventions
- Collaborate cross-functionally with Finance, TA, and Regional HR on workforce planning and policy alignment
- Represent Saudi HR in regional discussions to ensure local requirements are incorporated into global frameworks
Experience & skills
- Deep knowledge of Saudi Labour Law and local HR compliance systems such as GOSI, Qiwa, Muqeem, and Mudad
- Proven experience in building and scaling HR operations for high-growth organizations
- Strong operational and analytical mindset with a focus on execution and process optimization
- Experience managing employee relations, compliance, and risk in large, high-volume organizations
- Ability to design engagement and retention programs tailored to large frontline teams
- Strong communication and stakeholder management skills in both Arabic and English
- Empathetic yet decisive leadership style with the ability to motivate and maintain workforce discipline
- Experience collaborating cross-functionally across HR, Finance, and Operations teams
- Hands-on approach to policy development, performance management, and HR analytics
