Scope: 

Responsible for acting as the day-to-day/ point of contact for the delivery of HR services to the assigned key account, working with the Account Workforce Solutions. Ensure the customers' expectations are exceeded with exceptional service delivery standards, ensuring all operations are in line with the standard operating procedures.

Financial

• Manage Account Administration team to ensure accurate and on-time payroll processing and invoicing is completed monthly. 
• Responsible for contract profitability, identify negative and positive impacts and implement actions to ensure optimal profitability is achieved. 
• Basic understanding of revenue and costing to be able to draft costing sheets. 
• Identifying new business opportunities within existing accounts and pitching additional services to clients.

Customer 

• Draft, review and negotiate client contracts, annexures and addendums under the supervision of Account manager. 
• Developing and maintaining relationships with clients to understand their staffing needs to provide tailored solutions, and meeting clients regularly. 
• Provide excellent customer service by ensuring day-to-day operations are delivered within the agreed timeframes, sharing updates/trackers while following internal processes and compliance. 
• Work closely with support teams to ensure the smooth delivery of the following HR services to the end client; recruitment and hiring, employment visa (new, renewals, cancellations), passport and visa services, payroll services, onboarding and offboarding, disciplinary and performance management, Oracle workflow and processing and ad hoc HR requests. 

Process

• Understand and coordinate the day-to-day running and maintenance of each account; this includes Standard Operating Procedures (SOPs), Standard Work Instructions (SWIs) and establish / monitor Key Performance Indicators (KPIs) for the contracts. 
• Liaise with WFS HR Admin team for new hirings, offer/employment contract issuance, visa renewals, medical insurance, ad hoc request, visa cancellations, passport and residence visa expiry and keep close attention to their immigration status and potential absconders.
• Liaise with Payroll team for salary and full & final processing as per agreed timelines. 

Innovation

• Keeping up to date with industry trends and competitor activities to stay ahead in the market. 
• Problem solving for any issues which may arise or any areas of potential risk and highlight to Line Manager as necessary. 
• Solution orientated and ability to provide insights into continuous improvements for smother workflow. 
• Participate in Continuous improvement initiatives to bring efficiency and savings. 

Selection Criteria

• 2 years of HR outsourcing experience in a customer-facing role. 
• Excellent communication skills required. 
• Written and verbal proficiency in English is essential. 
• Strong problem-solving skills 
• Strong MS Office skills essential. 
• Experience with issuing quotations, tracking purchase orders, payroll, and invoicing. 
• Teamwork and collaboration experience essential 
• Ability to take direction and apply processes into day-to-day activities. 
• Experience in SAP Ariba, Oracle, and/or Salesforce would be an advantage. 
• Additional languages are beneficial. 
• Valid UAE driver’s license and own car would be an advantage. 
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