Job Description

JOB PURPOSE:
Responsible for primary customer contact in an inbound Ask HR call and service requests utilizing knowledge base and case management tools to assist customers in completing their human resource transactions. Liaise with Ask HR Tier 2, Tier 3 and HR COEs to and ensure tickets are closed within agreed TAT/SLAs.

KEY ACCOUNTABILITIES:

? Responsible to analyze Ask HR queries/service requests assigned through different channels and provide accurate responses to all customers in line with FAB Group policy and procedures. Interprets various policies/procedures to determine necessary resolution
? Manage full ownership of the assigned service requests/tickets and ensure tickets are closed within the defined SLA. Forward all complex tickets to Tier 2 business teams or Ask HR Manager to obtain right information and resolve and close tickets in the HR Helpdesk tool.
? Assist employees to navigate Oracle Fusion HR module and in completion of various HR forms and service requests and actions
? Answer incoming Ask HR calls and reduce the abandoned call volumes, provide all the necessary answers and assistance to customers ensure customer satisfaction. Ensure unresolved customer issues are recorded a service request and assigned to Tier2 resources.
? Conduct review existing Knowledgebase and AIDA contents, support developing and enhancing AIDA contents, user guides, FAQs working closely with HR teams and Ask HR Manager.
? Administer offline employee master data updates request and ensure data in updated in Oracle Fusion system with 100% accuracy.
? Maintain First contact resolution standards and SLAs as defined according to the Ask HR Operating model.
? Support any special tasks or Projects assigned by the team leader and Ask HR Manager.

Job Context:

Policies, Systems, Processes & Procedures
? Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
? Always demonstrate compliance to organization's values and ethics to support the establishment of a value drive culture within the bank.
? Ensure records creation, maintenance and use are in accordance with Bank record management guidelines. Promotes effective records management throughout the Group HR.
Conflict of Interest
? The role holder will be expected to assist key stakeholders (primarily: Their Business Line, Compliance Control Room and Group HR) to ensure Conflicts of Interest and FABs Code of Conduct policies and protocols are upheld. The role holder will also partner and advise the aforementioned on; conflicts management, policy, process, procedure and breach escalation, including but not limited to core themes such as; Gifts, Entertainments, Personal Account Dealing, Outside Business Interests/Activities, Material Deals and Information Walls.

Teamwork and Cooperation
? The ability to work in teams and place team goals above individual interests. Facilitating sharing of ideas, information and responsibilities. Supporting the team towards achieving a common goal, in line with FAB's business objectives.
Effective Communication
? The ability to express and explain ideas clearly and correctly, both verbally and in writing. This includes communicating to a variety of audiences such as employees, peers, business and managers.

Qualifications

Minimum Qualifications:
? Bachelor's degree in any discipline
Minimum Experience:
? 3-4 years' experience in Customer Services / Contact Centre.HR experience preferred.
Knowledge, Skills, and Attributes:
? Customer Service, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Active Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.
? Excellent communication skill in English &/or Arabic.