Portfolio Manager (KSA)

About the Role
As a Portfolio Manager, your mission is to serve as the single point of contact for a portfolio of Tier 2 and Tier 3 clients across our Entity and People services, ensuring both their entity setup and workforce management are running smoothly. You will maintain a clearly structured portfolio with designated priorities, segments, and service levels, while protecting and growing recurring client revenue through proactive health management and data-driven decisions. You will collaborate closely with our Entity and People Delivery teams for execution and align with the Commercial team on growth targets. This role goes beyond coordination; you are accountable for the overall health of your portfolio, ensuring client compliance, satisfaction, renewals, and growth. When issues arise, you will proactively resolve them and address their root causes.

What You Own

• The end-to-end client relationship for Tier 2 and Tier 3 clients across Entity and People services
• Portfolio health: compliance position, risk, engagement, retention, and satisfaction
• Account plans, growth opportunities, and renewal and setup-milestone risk
• Prioritization of your portfolio's work and ownership of client escalations

Where You Partner

• Specialist teams in Entity and People Delivery handle execution; Delivery Leads are accountable for quality
• You will recommend final pricing and packaging decisions, which sits with Commercial
• Capacity planning is led by Delivery Leads and Traffic Manager, informed by your demand forecasts
• You remain the client owner while Commercial supports on strategic growth conversations

Your Operating Rhythm

• Daily: Review and act on a live priority list ranked by urgency, SLA risk, and revenue impact
• Ahead of milestones: Review People renewals and Entity milestones in advance and act on risks early
• Every 30/60/90 days: Review each client's account plan for growth potential and planned touchpoints
• Quarterly: Progress at least two upsell or cross-sell opportunities with Commercial and review escalation trends

Who You Are
You are a client-facing operator with experience managing a multi-client portfolio in a professional or corporate services environment. You excel at keeping clients compliant and satisfied, while also identifying growth opportunities. You proactively anticipate client needs and effectively distinguish between what is urgent for clients and what is critical for the business, coordinating work through delivery teams who do not report to you.

What You'll Do - Key Responsibilities
Client & Portfolio Relationship Management

• Act as primary contact and end-to-end owner for Tier 2 and Tier 3 client relationships spanning both Entity and People services, ensuring compliance with all regulations covered by the company's scope of work.
• Ensure high Net Promoter Score (NPS) and retention across the portfolio by proactively addressing client needs.
• Demonstrate transformative account management through exemplary delivery outcomes.

Compliance Management

• Monitor each client's compliance position and stay informed on regulatory changes affecting the portfolio.
• Plan and review compliance execution based on automated compliance reporting, delegating to relevant Specialists as needed.

Portfolio Health & Growth

• Drive account planning and growth strategy for your portfolio, identifying and completing upsell and cross-sell opportunities for both Entity and People services.
• Consistently increase revenue per client over time, including complex accounts requiring value-added selling.
• Develop structured account plans per client, revisited on a 30/60/90-day cadence.
• Proactively manage renewal and setup-milestone risks and develop action plans for escalated risks.
• Recommend commercial actions based on client fit while leaving the final pricing decisions to Commercial.

Delivery Coordination

• Coordinate with Entity and People Delivery teams to ensure execution aligns with client needs and commitments.
• Monitor delivery performance and adherence to SLAs, providing visibility and escalating any gaps to the relevant Delivery Lead.
• Address systemic delivery issues or bottlenecks and ensure corrective actions are implemented.

Escalation & Risk Management

• Serve as the primary escalation point for client issues, resolving queries and conflicts promptly.
• Maintain a resolution plan for each escalation and keep relevant Delivery Leads up-to-date.
• Identify trends in issues and develop process improvement recommendations based on your findings.

Capacity Management & Prioritization

• Maintain a live priority list of client tasks, ranked by urgency and revenue impact.
• Forecast portfolio demand based on renewals and hiring, flagging shifts to relevant Delivery Leads or Traffic Manager.
• Proactively identify capacity constraints, providing recommendations for task deferrals before issues escalate.

Internal Alignment & Team Enablement

• Involve relevant internal teams before committing to client deliverables.
• Provide thorough briefs to Specialists before client-facing tasks, including context and deadlines.
• Share account updates regarding open risks and provide structured handover notes when accounts are reassigned.

Commercial Alignment

• Collaborate with the VP of Commercial on renewals, growth opportunities, and revenue targets.
• Maintain client ownership throughout, with Commercial supporting selectively during strategic growth conversations.

How Success Is Measured
Success in this role is measured by:

• Portfolio Health Score, combining compliance status, risk, and engagement
• Retention rate of 90%+ on ongoing accounts and conversion of clients into ongoing engagements
• Client Satisfaction with an NPS above 8.5
• Consistent Monthly Recurring Revenue (MRR) growth against targets
• Progress on upsell or cross-sell opportunities with Commercial each quarter
• Fewer than 2 material errors per quarter, with 100% of escalations logged and resolved

Your Qualifications

• Bachelor's degree in Business, Law, HR, or a related field
• 4+ years of client-facing experience in a services or recurring-revenue business
• Experience managing a multi-service portfolio is a strong advantage
• Familiarity with KSA labor law and Saudization requirements is a plus
• Proficiency in Arabic is a plus

Why Join Us?
Join a leading business expansion platform in the Gulf and take on a role with significant ownership as the trusted representative for your clients. You will gain deep exposure to Gulf regulations and market entry while working within a team committed to your professional growth.