Make a difference every day

Job Opportunity
The MyHR Advisor will be the face and voice of the HR Shared Services function within Serco Middle East as the first point of contact for HR customers, ensuring all requests/ enquiries are processed with high levels of service excellence at all times to all levels within the organization and to provide HR guidance for online, telephone, email and web customer\xe2\x80\x99s queries, covering aspects of the employee life cycle and People Management processes in line with service level agreements and business rules. To take a high volume of incoming calls in a busy fast paced remote capacity.

MyHR Advisors are required to capture, track all requests and advice provided in the internal case management tool and manage re-assignment of queries/requests to the appropriate HR delivery team or transaction team to provide effective case management.

Key accountabilities
Clarify the needs of the employee/customer, answer HR related enquiries, educate and bring to resolution at the earliest point of intervention within agreed service level agreements and business roles.
Work with sensitive data in line with data protection legislation.
Provide guidance on a number of Transactional and HR queries such as the completion of forms, guidance on our HR portal, maternity, annual leave, death in service, payroll etc.
Demonstrate a high level of empathy and patience using the customer first approach and maintain a level of professionalism
Make outbound contact with the customers to assist in resolution of queries or an employee life cycle event.
Capture and track all interactions with customers on the case management system, update them regularly and store all the documents in personnel files.
Provide excellent customer service in all interactions with SME employees, partners, alumni and applicants to provide provision of HR guidance and advice.
Understands the expectations of customers and delivers service that meets and exceeds customer\xe2\x80\x99s needs within policy guidelines. Identifies and escalates issues that impact the delivery of quality service.
Uses defined procedures, knowledge bases and policies when providing service to the employee/partner. Follows through on commitments and takes responsibility to achieve results.
Proactively reassign complex and problematic cases to the appropriate HR Delivery Experts, Transaction Centre teams or Center of Expertise to ensure rapid resolution or escalate required issues to the management team.
Work with the HR Shared Services Managers to agree and implement strategies that support business objectives.

What we are looking for in our candidates
Customer Service \xe2\x80\x93 See those they interact with as customer and seeks to identify and meet needs, taking swift action to resolve issues with integrity.
Communicates Effectively - Clearly and concisely conveys information and ideas that engage others.
Judgement and Decision Making \xe2\x80\x93 Quickly recognizes and gets to grips with increasingly complex scenarios. Secures and compares information from multiple sources and exercises judgement to close the gaps in data and deal with increasing levels of ambiguity.
Drive for Results - Is motivated to deliver results through leading large and diverse teams across functions or business units. Shows drive to make a difference across teams, community and nationally.
Makes Decisions - Identifies and understands issues, problems and opportunities and takes action that is consistent with available facts, constraints and probable consequences.
Supports Difference - Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations or background.
Resilience - Stays focused and composed when under pressure to deliver, dealing constructively with setbacks and staying on course even when facing resistance or pressure to change.
Lives Serco values \xe2\x80\x93 Trust, Care, Innovation and Innovation

Essential technical and professional skills
Should have a degree equivalent to experience gained through working within HR Advisor level in a Human Resources Department.
Must have experience in working within an HR environment at HR Officer or Advisor level
Must have strong knowledge of MS Office, including Word, Excel, and Outlook.
Experience working within an HR environment at HR Officer or Advisor level
Must have excellent understanding of Middle East ways of working and labour laws.
Preferably to have a payroll experience is desirable but not essential.
Ideally to have previous experience in a HR Shared Service or phone based environment is desirable but not essential.
Must have proven customer service experience

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.
We are a team of 50,000 people responsible for delivering essential public services around the world and we committed to redesigning and improving these services through innovation.

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We take pride in what we do
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.