Employee Services Team Leader

Job description / Role

Key purpose

- The purpose of this position is to perform, coordinate, plan and organise all tasks within Tier 1 in relation to internal ADIA employee service desk.
- To work as part of a team with existing colleagues and to support the ADIA employees within the Tier 2 team. To deputize in the event of the Employee Services Supervisor absence.

Reason for role

- Serco have been mandated to provide an Employee Services function both in person located on Level 1 Lobby and via a telephone operated support service.

Structure and reporting relationship

- Reporting to the Employee Services Supervisor and part of a team of 2 staff that will provide exceptional client service to ADIA, its visitors and callers.

Based on the specific requirement of the role

Key accountabilities

- Meet and stand to greet employees and advise respective department on arrival of visitor.
- Organise and prioritize the call logs and responses to all enquiries made.
- Planning and delegation of all tasks related to employee queries as far as practically possible.
- Operating as the centralised interface for all (HR) related enquiries from ADIA employees (customers)
- Provide support and information related to all employees, requesting services related but not limited to:
- Business Travel
- Visa/Emirates ID
- Time and Attendance
- Dress Code
- Carpark / Transportation
- Car Loan
- New Joiners
- Off boarding
- Be fully proficient in all operating systems including the telephone network system and the ADIA reporting technology as required.
- Ensure level 1 lobby, seating area and operator area is neat and tidy always.
- Arranging suitable furniture, technology updates to the level 1 lobby as required.
- Always conducts oneself appropriately and professionally.
- Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental.
- Ensure and provide flawless, upscale, professional and high-class employee service experiences.
- Experience of clerical duties and office procedure.
- Respond to ADIA employees needs and anticipate their unstated ones.
- Expect and react promptly to ADIA Employees requirements and inquires.
- Actively listen, plan and organise solutions to all queries.
- Coordinate and manage communication between ADIA employees and follow up to ensure complete service recovery.
- Promote all amenities, conveniences and programs offered.
- Acting on initiative to find solutions to queries reported as well as escalation to the ADIA Tier 2 if unable to support.
- Supporting the Employee Services Supervisor in undertaking on boarding HR inductions as and when required.
- Providing updated training manuals, to include all ADIA changes, to be incorporated into the ADIA HUB.

Requirements

Essential technical and professional skills, knowledge and qualifications

Knowledge:

- An excellent knowledge of all office systems, office administration and ADIA process and procedures.
- Knowledge of ADIA technology and associated registration systems.
- Understanding of customer service requirements.
- Fluent in English and Arabic language (as required).

Skills:

- Excellent communication skills both written and oral with the ability to communicate with people from various backgrounds and standing.
- Ability to liaise in a professional and persuasive manner with staff at all levels in the organization.
- Ability to handle confidential information in strict confidence.
- Ability to work with high integrity and minimum supervision.
- Excellent interpersonal skills.
- Energetic and strong personality.

Experience:

- At least 3 years' experience in client service/client facing related services.
- At least 3 years' experience in hospitality services from a reputable and market leading hotel or hospitality facility.

Additional / special features of the role

- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.