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 A”rab 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.
About the role:
The Employee Services Desk is the walk-in office of HR Shared Services that provides quality customer service to employees and managers. The HR Advisor handles front-facing HR requests and transactions, ensuring the employee’s needs are met at the service desk without further handover/ escalation.. The HR Advisor also drives other service channel adoption (i.e. kiosk and self-service portal) where facilities are made available at the walk-in centre.
Job-Specific Skills:

• Exceptional pace with quality and customer service skills with proven ability to perform in fastpaced environment.
• Excellent analytical and problem solving skills.
• Excellent communication skills and ability to handle sensitive matters with tact and diplomacy.
• Capable of exercising independent judgment and discretion while utilizing company policies and practices to determine appropriate action.
• Ability to interact with all levels of a professional organization.
• Ability to work independently and require little instruction on the day-to-day work.

Key Accountabilities: Customer Satisfaction:

• Provide seamless and best customer experience throughout all support channels i.e. ES portal, ES Desk, Kiosk.
• Continuously strive to gain customer satisfaction and minimize complaints on the delivery of Employee Services.
• Share best practice/ success stories and encourage others in the team to deliver the expected service standards.

Service Excellence and Team Work:

• Jointly cultivate and contribute to a learning and knowledge sharing culture through coaching, emails (Info Sharing), team meetings or suggesting contents to be updated in the FAQ list
• Foster strong team work and good working relationships between team members and members from other Employee Services Teams to ensure smooth request management flow
• Demonstrate proactive personal commitment to the adoption of new processes and working practices.
• Adopt LEAN thinking and propose improvement Ideas on process and ES Desk (cost saving, waste elimination etc.).

Operational Excellence:

• Closely monitor pending service requests and enquiries cases and ensure they do not exceed the defined service levels.
• Maximize closure by ensuring 100% of ‘How-To’ & ‘Request- Information’ requests are closed on the spot
• Ensure strong ‘product’ knowledge and data management accuracy
• Maintain up-to-date knowledge on policies, procedures & FAQs and share the gained knowledge & experience.

Data Integrity

• Working in a highly data sensitive environment, HR Advisor is responsible for data privacy at all time and adhere to confidentiality requirements to promote zero breach of office security policy.
• HR Advisor should also ensure that data quality and accuracy are met at all time through ‘Right First Time’ practice Case handling and resolution:
• HR Advisor is expected to adhere and meet the service levels at all times whilst maintaining pace with quality discipline.
• Conduct thorough analysis and promptly resolve requests and ensure all services are recorded in the ES portal as enquiries/ service requests.
• Responsible to communicate resolution after having received confirmation should nature of request requires escalation and cannot be resolved on the spot.

First point of contact:

• Support a variety of Employee Services spanning the entire employee lifecycle – hire to retire.
• Provide detailed information in the case management system to serve as a history of all requests for each employee.
• Support employee enquiries or service requests ensuring end-to-end case management including proactively advising on processes/services which the employee may not be aware of.
• Provide high quality customer service to employees visiting Employee Services Desk with a key focus on ‘Moments that Matter”
• Provide navigational support on Employee Services portal and provide consistent/ accurate response for any functional inquiries.

About You:
Education:

• Bachelor’s Degree or equivalent in Business, Management (preferably Human Resources).
• Field of Specialization: Human Resources, Customer Service or Psychology.

Minimum Experience and Knowledge:

• 2+ years HR experience preferred at a large organization, with approximately 1-year experience in an employee facing role.
• 1-year experience with SAP HCM or equivalent HRIS system.
• 1-year experience with Salesforce or equivalent Case Management system is strongly preferred.
• Previous Shared Services experience is strongly preferred.
• Strong computer skill including proficiency with MS Office suite.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.
Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.
As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.