This role will lead the Employee Life Cycle team of Global People Services (GPS) based in Middle East, with overall accountability for delivering high-quality HR operational support and enhancing the employee experience. You will inspire, coach, and develop team members to foster a culture of excellence and continuous improvement.
Accountabilities:
- Provide strategic direction and day-to-day leadership to the Employee Life Cycle team based in Middle East, fostering a high-performance culture and continuous development.
- Oversee the creation and regular updates of service center content, including HR policies, SOP, and guidelines. Act as a subject matter expert on HR operations and policy interpretation. Responsible for making moderate to significant improvements of processes, systems and communication to enhance performance.
- Ensure the team delivers timely and professional HR advisory services to employees, managers, and HR Business Partners, including responding to policy inquiries and guiding HR processes.
- Guarantee that all services and processes are executed in accordance with internal policies and applicable legal and regulatory requirements.
- Monitor and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistent service delivery and initiate reviews or revisions as needed.
- Lead efforts to review, optimize, and improve HR processes using Carrier Excellence tools and methodologies, with a focus on quality, compliance, and operational efficiency.
- Leverage digital tools and platforms—including case management systems—to enhance team productivity and proactively improve service delivery.
- Build and maintain strong relationships with internal and external stakeholders across all levels of the organization to ensure alignment and satisfaction.
- Lead and monitor the resolution of complex HR cases and requests, ensuring timely and accurate service delivery.
- Develop a robust talent pipeline for the GPS team, promote team engagement, and lead initiatives for knowledge transfer and best practice sharing across the function.
Qualification & Requirement:
- Bachelor Degree or above.
- 10+ years working experience in related HR fields, including 3+ years in leadership role. Shared Service Center experience will be preferred.
- Fluent in Arabic and English communication.
- Strong communication & interpersonal skills.
- Abilities to influence, motivate, and enable others to contribute toward the effectiveness and success of organization.
- Abilities (such as logical thinking, analytical ability) required to find solutions to difficult or complex issues.
- Customer centric, ability to drive for continuous improvement and better user experience.
- Strong knowledge of local regulations.
