HR Analyst
2 months ago
**Job Requisition ID**:164686
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**
**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
**Required Skills to be successful**
- 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.
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