Team Success Manager

The Team Success Manager (TSM) is a pivotal role responsible for ensuring both team member success and client success across Peoplegig's external workforce. Positioned at the intersection of HR operations, performance enablement, and strategic partnership, the TSM delivers high-impact support throughout the contractor lifecycle while empowering client line managers to lead effective offshore teams.

This role holds full accountability for creating a seamless, engaging, and high-performing experience for contractors from onboarding through offboarding while also driving client confidence, capability, and satisfaction. Through tailored guidance, people program delivery, and data-informed decision-making, the TSM ensures every external team is aligned with Peoplegig's values and the clients business outcomes.

Team Success Managers are strategic enablers, proactive problem-solvers, and cultural carriers, building trusted relationships, mitigating risks, and continuously improving how Peoplegig teams perform, engage, and scale in distributed environments. This role is critical in positioning people experience as a business advantage delivering value to clients while cultivating empowered, high-trust teams that thrive in the evolving world of work.

Core Duties and Responsibilities:

Client Relationship & Line Manager Enablement

• Conduct Quarterly Business Reviews (QBRs) and distribute tailored newsletters to provide client-specific insights and updates

• Facilitate structured feedback loops for line managers through surveys, coaching sessions, and real-time performance discussions

• Host proactive alignment meetings to surface people challenges early and support collaborative resolution planning

• Deeply understand each client profile and their line managers to tailor team support and solutions

• Conduct business needs forecasting and propose people solutions that support year-on-year growth

• Support client onboarding by integrating business nuances into Peoplegigs values and operating models

• Establish regular communication and serve as a strategic partner to build trust, credibility, and long-term engagement

• Involve People & Culture in critical client moments to offer actionable, aligned advice

Team Member Success & Lifecycle Management

• Deliver personalized, high-touch onboarding experiences that reflect client business context and Peoplegig values

• Facilitate IC conversion and contract transitions, including drafting of addendums and coordination with TA/HR

• Conduct monthly and quarterly check-ins to monitor performance, sentiment, and role alignment

• Use early engagement analytics to detect risks and implement preventive interventions

• Facilitate structured offboarding processes, including exit interviews, feedback synthesis, and redeployment pathways

• Oversee attendance management to track and address reliability and accountability of external team members

Performance & Development Framework

• Facilitate monthly performance reviews with contractors and client input

• Analyse review outcomes to design targeted performance interventions and upskilling pathways

• Conduct functional learning needs analysis to align capability-building efforts with team and client objectives

• Lead problem-solving sessions tied to performance trends and stakeholder feedback

• Propose performance-linked development and recognition pathways that align with client metrics

Programs as Products

• Ideate and develop scalable people programs that can generate new revenue streams for Peoplegig

• Execute and refine programs based on client needs or based on potential revenue streams

• Customise and position program proposals during QBRs to address specific client needs and strategic goals

• Collaborate with People & Culture leadership to pilot offerings and monitor adoption

• Stay informed on best practices and industry benchmarks to continuously enhance program relevance and value

Culture, Engagement & Retention

• Embed value-based recognition initiatives and highlight client-impact stories to reinforce high-performance behaviours

• Curate and manage a remote culture calendar with rituals, learning sessions, and celebrations to maintain engagement across time zones

• Execute structured quarterly pulse check-ins and monthly surveys to assess engagement, satisfaction, and team cohesion

• Align team engagement activities with the EVP to reinforce connection, trust, and retention

• Support the Head of People & Culture by executing programs that drive a positive team experience and retention outcome

Operational Support

• Risk Mitigation

• Track and analyze escalation trends to identify and reduce reactive issue handling.

• Administrative Support

• Ensure timely completion and tracking of forms, onboarding documents, and compliance checklists in line with service level agreements.

• Maintain and regularly audit centralized systems and trackers to ensure up-to-date contractor records and operational accuracy.

• Internal Capability & Team Success Performance

• Conduct quarterly internal pulse checks to assess TSM satisfaction and team health.

• Monitor alignment of TSM responsibilities with defined functional competencies, and address gaps through development plans or role realignment.

Skills and Competencies:

• HR Operations Expertise: Proven background in Shared Services, RPO, and contractor lifecycle management, including onboarding, compliance, documentation, and offboarding workflows.

• HR Business Partnering: Deep capability in employee relations, labor relations, engagement strategies, retention planning, and proactive team coaching.

• Talent Experience Leadership: Full ownership of the contractor experience across all lifecycle stages ensuring every team member is supported, engaged, and aligned with both Peoplegig's values and the clients business goals.

• Proactive, Strategic Execution: Goes beyond reactive problem-solving TSMs anticipate needs, surface opportunities, propose solutions, and lead execution with confidence and clarity.

• Program Ownership: Leads the design and rollout of people programs tied to EVP, performance, recognition, learning, and growth ensuring alignment with both client needs and future-of-work trends.

• Client Partnership Orientation: Acts as a trusted advisor to client-side line managers, equipping them to lead offshore teams through targeted guidance, actionable feedback, and structured enablement.

• Data-Driven Decision Making: Comfortable interpreting performance metrics, engagement surveys, and risk indicators. Uses data to guide conversations, calibrate support, and make evidence-based decisions.

• Remote Leadership & Cultural Intelligence: Skilled at navigating distributed environments, building trust across time zones, and tailoring support to diverse cultural contexts. Champions inclusive communication and collaboration.

• Change Agility & Growth Mindset: Embraces scaling complexity and evolving business needs. Adapts quickly, leads transitions effectively, and fosters continuous learning for self, team, and clients.