Tabby
Senior HR Manager - Customer Service (CX)
- Permanent
- Riyadh, Saudi Arabia
- Experience 5 - 10 yrs
Job overview
Date posted
20/11/2025
Location
Riyadh, Saudi Arabia
Salary
SAR 20,000 - 30,000 per month
Compensation
Comprehensive package + relocation
Experience
5 - 10 yrs
Seniority
Senior Manager
Qualification
Bachelors degree
Expiration date
04/01/2026
Job description
The Senior HR Manager (CX) at Tabby is responsible for building and scaling the HR function for a Saudi-based Customer Service organization expected to exceed 1,000 employees. The role establishes HR foundations from the ground up, including structure, policies, tools, and operational delivery. It partners closely with CX and Talent Acquisition to support aggressive headcount growth while ensuring compliance with Saudi Labour Law and regulatory systems such as GOSI, Mudad, Muqeem, and Qiwa. The position oversees HR operations, including contracts, payroll coordination, attendance, visa processes, and the development of automated workflows for documentation, reporting, and HR analytics. It drives employee engagement, designs retention programs for large frontline populations, and maintains continuous insight into morale through surveys and focus groups. The role supports the implementation of performance frameworks based on data-driven evaluations, coaching supervisors and team leads, and creating talent development pathways for emerging leaders. As the primary HR contact for grievances, escalations, and disciplinary cases, the role ensures consistent policy enforcement and proactive risk management. This position collaborates cross-functionally with CX Operations, Finance, TA, and Regional HR to support workforce planning and represent Saudi HR needs within regional frameworks, contributing to high-growth operational environments with disciplined execution and employee experience at scale.
Required skills
Key responsibilities
- Establish the HR foundation for the Saudi Customer Service organization, including structure, policies, tools, and delivery
- Partner with CX and TA teams to support rapid headcount growth while maintaining compliance and operational excellence
- Design scalable onboarding and retention frameworks to support agent performance and reduce early attrition
- Oversee HR processes including contracts, payroll coordination, attendance, and visa management
- Ensure full compliance with Saudi Labour Law and systems such as GOSI, Mudad, Muqeem, and Qiwa
- Build automated workflows for documentation, reporting, and HR analytics
- Design and execute employee engagement programs tailored to frontline teams
- Monitor morale and feedback through surveys and focus groups
- Partner with CX leadership to identify attrition drivers and improve satisfaction and retention
- Support rollout of performance frameworks for fair, data-backed evaluations
- Coach supervisors and team leads on team management and development
- Build talent pathways for early-stage employees progressing to leadership roles
- Serve as the primary HR contact for grievances, escalations, and disciplinary matters
- Ensure consistent application of company policies while maintaining trust and transparency
- Identify HR-related risks and implement preventative actions
- Provide strategic HR advice and people insights to CX operations leadership
- Collaborate with Finance, TA, and Regional HR on policies and workforce planning
- Represent Saudi HR in regional discussions to align local needs with global frameworks
Experience & skills
- Deep knowledge of Saudi Labour Law and local HR systems including GOSI, Qiwa, Muqeem, and Mudad
- Proven experience scaling HR operations from early-stage setup to large-scale delivery
- Strong operational and analytical mindset with data-driven and execution-focused approach
- Ability to lead empathetically while maintaining discipline in high-growth environments
- Fluency in Arabic and English
- Strong communication and stakeholder management capabilities
