HR Analyst - Contact Center | Corporate Services | Jobs in Dubai, UAE by Al Futtaim Group | Apply Now

JOB DESCRIPTION / ROLE

Employment: Full Time

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.

Overview of the role

The HR Analyst in HR Shared Services is the primary contact for employee inquiries, managing the entire employee life cycle through various support channels such as the employee self-service portal, live chat, calls, emails, and walk-ins. This role is essential for providing high-quality and timely support by utilizing advanced customer service skills and a deep understanding of HR products, policies, and processes. The HR Analyst must be well-versed in the latest HR technologies and practices to ensure that all interactions are efficient, accurate, and aligned with the organization's commitment to exceptional employee experience. As a key member of the HR Shared Services team, the HR Analyst continuously adapts to evolving needs, driving innovation and excellence in employee support and service delivery.

What you will do

- Responsible for managing the digital customer experience, ensuring that all communications uphold the company's brand values and deliver a consistent and positive image. This includes crafting clear, concise, and professional communications across various digital channels, leveraging deep customer knowledge to offer personalized support, and maintaining comprehensive knowledge of HR products, policies, and processes.
- Always adhere to and meet the service levels whilst maintaining pace with quality discipline. The role involves conducting basic to complex analysis, promptly resolving most inquiries and transactional requests, and routing cases requiring escalation using the support tool (i.e., Self-Service portal and case management tool) and responsible for communicating resolutions to employees and performing courtesy calls during quiet periods to check customer details or seek additional information.
- Working in a highly data-sensitive environment, the People Advisor is responsible for protecting data privacy and adhering to confidentiality requirements to promote zero breaches of office security policy. The Advisor should ensure that data quality and accuracy are always met through the 'Right First Time' practice.
- Closely monitors WIP cases to ensure they do not exceed defined service levels and maximizes closure by ensuring 100% of 'How-To' & 'Request-Information' requests are closed within 48 hours. The Analyst is expected to maintain up-to-date knowledge on policies, procedures, and FAQs, and to share the gained knowledge and experience. They also contribute to building and updating the knowledge base with relevant information and solutions to facilitate faster issue resolution and improve the efficiency of future support interactions
- Jointly cultivates and contributes to a learning and knowledge-sharing culture through coaching, emails (Info Sharing), team meetings, or suggesting content to be updated in the FAQ list. The role involves fostering strong teamwork and good working relationships between team members and other People Services Teams to ensure smooth request management flow. Additionally, the Analyst demonstrates a proactive personal commitment to the adoption of new processes and working practices and continuously strives to gain customer satisfaction, minimize complaints, and share compliments received to encourage others in the team to deliver expected service standards.

Requirements:

- Ability to multitask, possess analytical and problem-solving skills and a consistent record of on time delivery
- Projects confidence and professionalism, attention to detail and excellent customer service skills.
- Displays flexibility in scheduling support when required and works within the dynamics of a group.
- Performs well under pressure and conveys a sense of urgency and drives issues to closure.

What equips you for the role

- Bachelor's degree or equivalent in Business, Management (especially Human Resources/Customer Service/Psychology) or Technology
- 2-3 years' experience as HR Generalist or in Customer Service Help Desk role, 1-2 years of experience in SAP HCM Module - PA, OM, Time Management & Payroll Mode
- Sound knowledge and working experience with Case Management tools and proficiency in MS Office
- Multi-tasking experience in a fast-paced environment, completing work with pace with quality discipline.

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.

ABOUT THE COMPANY

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.