Senior Specialist Employee Services

Role Overview:

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

Key Skills: ERP experience, Oracle, Hyperion, ES knowledge, Arabic speaker

Role Description:

• Assist employees of BMS 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:

1. Leave management.
2. Benefit administrations.
3. Employee insurance management (Health & life).
4. Organization administration (updating reporting line, org. codes, approved structure).
5. Pension management.
6. Any other general employee queries (E.g., letters).

• 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 processing of all requests.
• Escalate matters that need immediate attention of the team lead or account manager. Determine root cause of issues and communicate appropriately to internal and external customers.
• Through 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 procedure 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.
• Analyse 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.
• 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 BMS and the corresponding client.
• Perform any other related HRS tasks as directed by the HRS Management and in accordance with company policy.
• Shall comply with applicable HSE policies and procedures.
• Ensure that the job under the area of responsibility is carried out safely.
• Authorized to take appropriate actions to keep the work environment safe.

Job Specific Knowledge & Skills:

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

Qualifications and Relevant Roles/Experience:

• Bachelor’s degree in HR Management. MBA or equivalent post-graduate qualification from an internationally recognized business school.
• 4 – 7 years’ experience with at least 3 years in a similar role.
• Strong knowledge of end-to-end human resources policies and processes.
• Strong knowledge of human resource information systems and technology solutions.
• Strong knowledge of business intelligence and analytics.