Project / Account Manager // BLR WORLD

About BLR

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, create high performing teams, design environments and training to help them thrive, 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. Ensure all client instructions, service changes, and approvals are confirmed in writing and communicated internally.

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. Develop and manage daily run-sheets, escalation protocols, and operational checklists. Maintain strong alignment between Duty Managers, Team Leaders, and all frontline staff to ensure consistent messaging and execution.

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. Track recurring attendance issues, initiate performance management actions, and coordinate disciplinary steps when required.

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. Manage onboarding plans and staff deployment schedules to avoid gaps in service.

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. Ensure full compliance with labor laws, client policy, and internal company standards. Flag compliance risks early and implement mitigation plans to prevent operational disruption.

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. Reconcile attendance data, rostering logs, and payroll inputs to prevent disputes or rejections.

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. Ensure transparent communication between internal stakeholders (operations, HR, payroll, recruitment). Support budget tracking, forecasting, and cost control for assigned accounts.

8. Risk, Quality & Continuous Improvement:

Identify operational risks (attendance gaps, performance issues, compliance delays, staffing shortages) 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

Key ResponsibilitiesCore 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)
• Email and client communication professionalism 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:

Bachelors degree in Business, Operations, HR, Hospitality, Event Management, or related field (preferred)

4–7 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 is mandatory.

Proficiency in Arabic and French are highly preferred.

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.