Senior Specialist / 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.

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 to 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.