Project Account Manager BLR WORLD

BLR WORLD; Abu Dhabi; On-site; AED 223,200 - 334,800; Full time

Job summary

BLR WORLD in Abu Dhabi is seeking a Project/Account Manager to oversee the delivery of staffing and operational services for clients. The successful candidate will manage client relations, operational requirements, and compliance with work permits and payroll. Ideal candidates will have a bachelor's degree in a relevant field and 5+ years in account management or workforce operations. Proficiency in English, Arabic, and French is required. A commitment to maintaining high service standards is essential.

Qualifications

• 5+ years experience in account management or client servicing.
• Experience in workforce operations or staffing delivery.
• Proficiency in English, Arabic, and French.

Responsibilities

• Oversee delivery of staffing and operational services for client accounts.
• Maintain compliance with work permits and visas.
• Coordinate payroll inputs and validate timesheets.

Skills

Client-facing communication

Operational workforce management

Coordination across internal teams

Payroll processes understanding

Pressure management

Attention to detail

Education

Bachelor's degree in Business Operations, HR, Hospitality, Event Management or related field

Tools

Workforce attendance and scheduling tools

MS Excel / Google Sheets

Reporting dashboards

Job description

Project/Account Manager Abu Dhabi

BLR WORLD is an award‑winning talent consultancy for the culture, entertainment and events sectors enabling organisations to plan staff and operate unique permanent and temporary visitor experiences with the very best people. Our core services are HR Consultancy Recruitment Training and Operations. We find brilliant people to create high‑performing teams, design environments and training to help them thrive and then manage them seamlessly on the ground. The result: one‑of‑a‑kind experiences delivered by energised and enthusiastic teams exceeding the highest standards.

About the role

The Project/Account Manager is responsible for the end‑to‑end delivery of staffing and operational services for assigned client accounts. This includes managing all client communications, ensuring operational requirements and service levels are met, daily monitoring staff attendance and performance, overseeing rostering and coverage, and coordinating recruitment and onboarding to maintain required headcount. The role is also accountable for monthly timesheets, invoicing and accurate payroll coordination, as well as ensuring full compliance with work permits, visas and other workforce documentation. The Project/Account Manager acts as the key bridge between the client and the operational team, ensuring clear communication, rapid issue resolution and smooth service delivery without interruption.

Key Responsibilities

1. Client Relationship & Communication Management: Serve as the primary point of contact for the client on all operational and staffing matters. Maintain strong client relationships through proactive communication, structured follow‑ups and clear reporting. Manage client requests and escalations professionally, ensuring timely resolution and documented outcomes. Lead regular operational check‑ins with the client (daily/weekly/monthly) including minutes of meeting and action trackers.

2. Operational Delivery & Service Standards: Ensure daily operations meet the agreed service scope KPIs and required staffing levels. Monitor frontline service performance and site readiness through on‑site presence and regular operational checks. Coordinate daily briefs/debriefs, ensure documentation is completed and drive continuous improvement. Ensure VIP visits, events, school programs and peak periods are properly staffed and supported.

3. Rostering Coverage Planning & Attendance Monitoring: Develop and manage rosters that ensure full coverage across operating hours, shifts, breaks and peak traffic. Ensure compliance with working hours, days off and contract requirements. Monitor staff attendance daily using approved attendance tools (e.g. geofencing apps), validate anomalies and take corrective action. Manage short‑notice absences, replacements, standby planning and contingency coverage.

4. Staffing Recruitment & Workforce Planning: Coordinate recruitment requirements based on operational needs, client requests and planned expansions. Work with recruiters to ensure timely sourcing, screening, interviewing and onboarding of candidates. Ensure staff are trained and operationally ready before deployment. Maintain an active pipeline for replacements, standby resources and seasonal recruitment needs.

5. Work Permits Visa Compliance & Documentation: Ensure all staff deployed to site have valid work permits and meet compliance requirements. Coordinate work permit/visa issuance, renewals, transfers, cancellations and documentation tracking. Maintain accurate records for staff IDs, contracts, compliance approvals and client access requirements.

6. Timesheets Payroll Coordination & Monthly Invoicing: Lead monthly timesheet validation and client sign‑off process ensuring accuracy and audit readiness. Ensure overtime is approved, documented and aligned with operational requirements. Coordinate payroll inputs with finance/payroll teams ensuring correct hours, allowances and deductions. Prepare monthly invoicing packs and supporting documentation per client requirements and deadlines.

7. Internal Reporting & Stakeholder Coordination: Produce weekly/monthly project updates covering performance, attendance, risks, staffing status and escalations. Maintain trackers for headcount, deployment status, recruitment pipeline and compliance approvals. Support budget tracking, forecasting and cost control for assigned accounts.

8. Risk Quality & Continuous Improvement: Identify operational risks and implement solutions. Drive quality assurance through audits, spot checks, coaching plans and corrective actions. Support training refreshers, service excellence improvements and operational performance initiatives. Ensure incidents, complaints and escalations are logged, investigated and closed with documented action plans.

Key Deliverables

• Daily/weekly staffing rosters and coverage plan
• Daily run‑sheet and shift handover records
• Attendance logs and absence replacement plan
• Recruitment requests and onboarding schedules
• Staff compliance tracker (visa/work permits/renewals)
• Monthly timesheets signed by the client
• Monthly invoice pack with supporting documentation
• Weekly/monthly dashboard reports (client internal)
• Escalation tracker and corrective action log

Core Skills

• Strong client‑facing communication (written and verbal)
• Operational workforce management (rostering, coverage, peak planning)
• Strong coordination skills across multiple internal teams (HR, recruiters, finance)
• Solid understanding of payroll processes, timesheet validation and invoicing cycles
• Ability to manage pressure, escalations and urgent staffing gaps calmly and effectively
• High attention to detail and strong documentation discipline

Tools & Systems

• Workforce attendance and scheduling tools (e.g. Connecteam or similar)
• MS Excel / Google Sheets (tracking, reconciliation, timesheets)
• Reporting dashboards (PowerPoint, Excel or internal tools)
• Professional email and client communication standards

Behavioral Competencies

• Ownership mindset (no gaps in service mentality)
• Structured thinking and problem‑solving
• Ability to enforce standards without damaging morale
• Professional judgment and confidentiality awareness
• Continuous improvement and process‑building mindset

Qualifications & Experience

Bachelor's degree in Business Operations, HR, Hospitality, Event Management or related field (preferred).

47 years of experience in:

• Account management / client servicing
• Workforce operations / staffing delivery
• Hospitality, museums, cultural venues, events, customer service operations or similar.

Requirements

Proficiency in English, Arabic and French is a must.

Proven experience managing

• Frontline staffing teams
• Attendance and shift coverage
• Monthly invoicing and timesheet approvals
• Escalations, complaints and operational performance issues

Why Join BLR WORLD

BLR WORLD delivers tailored staffing solutions for prestigious cultural institutions. Join us to contribute to the success of the Museum and enhance visitor engagement through world‑class museum education services.