No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You'll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

Come join us to live well, work better, and be the best.

About the Role

HR Analyst fit in HR Shared services as the 'front line query' team, responsible for employee life-cycle aspects received through multiple support channels i.e. ES portal, call and web chat etc. This role requires in-depth customer service skills & sound knowledge on HR products, policies and processes.

First Point of Contact:

• HR Analyst acts as 'trusted HR Advisor' for a user base of 17,000 Employees, Managers & HR Business Partners seeking for support in HR Policy & Processes, Transactions & Self-Service Online portal. The HR Analyst assumes an 'end to end' ownership for all in scope requests coming through Employee Services.
• HR Analyst provides navigational support on Employee Services portal and provide consistent/accurate response for any functional inquiries.

Case Handling and Resolution:

• HR Analyst is expected to adhere and meet the service levels at all times whilst maintaining pace with quality discipline
• Conduct basic analysis and promptly resolve the majority of inquiries and transactional requests, routes cases that requires escalation using the support tool i.e. ES portal
• Responsible to communicate resolution after having received confirmation to employees that request / issue is resolved, depending on types of request.
• HR Analyst makes outbound calls during quiet periods and expected to perform courtesy calls to check customers' details and/or seek for additional information.

Data Integrity:

• Working in a highly data sensitive environment, HR Analyst is responsible to Protect Data Privacy at all time and adhere to confidentiality requirements to promote zero breach of office security policy.
• HR Analyst should also ensure that data quality and accuracy are met at all time through 'Right First Time' practice

Operational Excellence:

• Closely monitor WIP cases and ensure cases do not exceed the defined service levels
• Maximize closure by ensuring 100% of 'How-To' & 'Request-Information' requests are closed within 48 hours
• Ensure strong 'product' knowledge
• Maintain up-to-date knowledge on policies, procedures & FAQs and share the gained knowledge & experience

Service Excellence and Team Work:

• Jointly cultivate and contribute to a learning and knowledge sharing culture through coaching, emails (Info Sharing), team meetings or suggesting contents to be updated in the FAQ list
• Foster strong team work and good working relationships between team members and members from other Employee Services Teams to ensure smooth request management flow.
• Demonstrate proactive personal commitment to the adoption of new processes and working practices

Customer Satisfaction:

• Provide seamless and best customer experience throughout all support channels i.e. ES portal, call and web chat.
• Continuously strive to gain customer satisfaction and minimize complaints on the delivery of Employee Services.
• Share compliments received and encourage others in the team to deliver the expected service standards.

About the Requirements

Education:

• Bachelor Degree or equivalent in Business, Management (especially HR) or Technology.
• Field of Specialization, Human Resources/Customer Service/Psychology

Minimum Experience and Knowledge:

• 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 common help desk too, such as Case Management tool.
• Proficiency with PC Applications including Word, Excel, PowerPoint and Outlook
• Multi-tasking experience in a fast-paced environment, completing work with pace with quality discipline.

Job-Specific Skills:

• Ability to multitask, possess analytical and problem solving skills and a consistent record of on time delivery.
• Pace with quality discipline
• Attention to detail.
• Excellent Customer Service skills.

• Projects confidence and professionalism.
• Practices Active Listening Skills
• Genuine passion for speaking to customers, answering queries and a clear communicator
• Displays flexibility in scheduling support when required.
• Works within the dynamics of a group.
• Performs well under pressure.

• Conveys a sense of urgency and drives issues to closure.
• Navigates effectively in a changing environment where competing priorities require flexibility.

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.

Additional Internal Information: