National_HR Analyst - Contact Centre | Corporate Services

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

The HR Analyst in HR Shared Services is the primary contact for employee inquiries, managing the entire employee life cycle through various support channels such as the employee self-service portal, live chat, calls, emails, and walk-ins. This role is essential for providing high-quality and timely support by utilizing advanced customer service skills and a deep understanding of HR products, policies, and processes. The HR Analyst must be well-versed in the latest HR technologies and practices to ensure that all interactions are efficient, accurate, and aligned with the organization’s commitment to exceptional employee experience.

What you will do

• Responsible for managing the digital customer experience, ensuring that all communications uphold the company's brand values and deliver a consistent and positive image.
• People Advisor is expected to always adhere to and meet the service levels whilst maintaining pace with quality discipline.
• The Analyst is also responsible for communicating resolutions to employees and performing courtesy calls during quiet periods.
• Working in a highly data-sensitive environment, the People Advisor is responsible for protecting data privacy and adhering to confidentiality requirements.
• Closely monitors WIP cases to ensure they do not exceed defined service levels.
• They also contribute to building and updating the knowledge base with relevant information and solutions.
• The HR Analyst jointly cultivates and contributes to a learning and knowledge-sharing culture.
• The role involves fostering strong teamwork and good working relationships between team members and other People Services Teams.

Required Skills to be successful

• Ability to multitask, possess analytical and problem-solving skills, and a consistent record of on-time delivery.
• Projects confidence and professionalism, attention to detail, and excellent customer service skills.
• Displays flexibility in scheduling support when required and works within the dynamics of a group.
• Performs well under pressure and conveys a sense of urgency.

What equips you for the role

• Bachelor’s degree or equivalent in Business, Management (especially Human Resources/Customer Service/Psychology) or Technology.
• 2-3 years’ experience as HR Generalist or in Customer Service Help Desk role.
• Sound knowledge and working experience with Case Management tools and proficiency in MS Office.
• Multi-tasking experience in a fast-paced environment.