Officer Employee Services

at  Tafaseel

JOB SPECIFIC KNOWLEDGE & SKILLS:

• Good written and spoken communication skills in Arabic and English
• Excellent understanding of the employee service process deliverables
• Planning & setting business development goals for self and unit
• Proactive identification of customer needs & challenges to provide options and resolution
• Maintains current market knowledge about software and helpdesk tools and utilizes to support decision making.

POSITION PURPOSE:

This position is responsible for delivering HR-related services to employees of S+ clients in a timely fashion and
ensuring the accuracy of the information provided.

ROLE DESCRIPTION:

• Assist employees of S+ clients with queries pertaining to their employment with their employer. Ensure

timeliness and quality-related SLAs are adhered to. Support the client employee with answering queries/ supporting with:

• Leave management
• Benefit administrations
• Employee insurance management (Health & life)
• Organization administration (updating reporting line, org. codes, approved structure)
• Pension management
• Any other general employee queries (e.g., letters)
• Coordinate the delivery of the Strategic partner through daily, weekly, and monthly governance forums.
• Manage all incoming queries via all methods of communications that may exist within the organization.
• Develop and optimize escalation processes and matrices.
• Ensure the agreed SLAs for both internal and external activities are adhered to and met during the processing of all requests.
• Escalate matters that need immediate attention of the team lead or account manager. Determine the root cause of issues and communicate appropriately to internal and external customers.
• Thorough understanding of the assets HR policy & HR matrix deliverables for the assets.
• Support any investigations for disciplinary and grievance issues according to the business code of ethics and the policies and procedures of the organization.
• Prepare employee-related records/reports and ensure the information available on the system is always accurate.
• Modify & amend any changes in existing employee forms, introduce new forms to facilitate smooth operations and ease of administration.
• Analyze employee data including leaves, service performance, and other information.
• Leverage knowledge of operations, processes, and day-to-day issues and provide support in drafting standard operating procedures for ES.
• Ensure all activities are performed in line with existing standard operating procedures to ensure consistent and efficient service delivery to clients and proactively suggest opportunities to improve efficiency or effectiveness of the established processes.
• Ensure all activities are performed in compliance with all client policies and DOAs as applicable to the scope of work.

Classified as Solutions+ Internal

• Ensure all responsibilities and tasks are carried out in accordance with the HR services responsibility matrix.

Also, ensure that stakeholders are engaged as per the matrix, as and when required.

• Ensure all responsibilities and tasks are carried out in compliance with applicable SLAs, as agreed between S+ and the corresponding client.
• Perform any other related HRS tasks as directed by the HRS Management and in accordance with company policy.

QUALIFICATIONS AND RELEVANT ROLES/EXPERIENCE

• Bachelors or Diploma in Human Resources Management, Organizational Psychology, Business Administration or relevant field preferred.
• 2+ years of experience in HR role
• 1+ experience in a BPO environment (onboarding for external clients) is a plus
• Proficient in Microsoft Office suite, e.g. Excel, PowerPoint, Word, Outlook, etc