HR Shared Services | Employee Services – Associate

Location
Cairo
When you work for us, you commit to a career at one of the largest and most
prestigious professional services firms in the world. Looking for a rewarding
career? Take a closer look at Deloitte & Touche ME. You'll understand that
Deloitte is a Tier ‎1 Tax advisor in the GCC region since ‎2010 (according to
the International Tax Review World Tax Rankings). It has received numerous
awards in the last few years which include Best Employer in the Middle East,
best consulting firm, and the Middle East Training & Development Excellence
Award by the Institute of Chartered Accountants in England and Wales (ICAEW).
In addition to our opportunities in Audit & Assurance, Tax & Legal,
Consulting, Risk Advisory and Financial Advisory, we offer a variety of
careers in Internal Client Services (ICS) considered essential to the growth
of the Firm. Whether in Human Resources, Finance or PR, a career in ICS with
Deloitte & Touche ME will give you the opportunity to join a firm undergoing
rapid expansion in a region of fast-paced growth. Your role will not just put
your passion for creative solutions to the test, it will provide you with an
environment to grow and build a career based on excellence.
Our Purpose
Deloitte makes an impact that matters. Every day we challenge ourselves to do
what matters most --for clients, for our people, and for society. We serve
clients distinctively, bringing innovative insights, solving complex
challenges, and unlocking sustainable growth. We inspire our talented
professionals to deliver outstanding value to clients, providing an
exceptional career experience and an inclusive and collaborative culture. We
contribute to society, building confidence and trust in the markets, upholding
the integrity of organizations, and supporting our communities.
Our shared values guide the way we behave to make a positive, enduring impact:
* Lead the way
* Serve with integrity
* Take care of each other
* Foster inclusion
* Collaborate for measurable impact
During your tenure as Employee Services Associate, you will resolve Employee
Service Requests received through the ServiceNow platform and support
employees on the corresponding requests. You will also be responsible to
provide ad hoc support to employees with all Human Resources services of
Deloitte Middle East. Please see below the roles and responsibilities:
* Resolve employee service requests (e.g., Leave balance discrepancy, payroll discrepancy, loan and advance payment requests, allowance requests, company letter requests, etc.) raised through the ServiceNow platform.
* Keep daily track of pending Service requests and prioritize the tasks based on urgency and relevancy
* Explore any bottlenecks in resolving the service requests, coordinate with relevant stakeholders, or bring it to the management's notice to ensure the requests are resolved within the defined Service Line Agreement.
* Periodic monitoring of request resolution TAT (Turn Around Time) against pre-defined SLAs for every request type, and any identified discrepancies to be discussed with the management
* Keep track of employee data changes (e.g., benefits, the addition of dependents, status change, etc.) and inform benefits providers
* Evaluate employees' eligibility for the firm's referral program, and ensure eligible employees are rewarded with referral awards as per the candidate's hired level. Consolidate all changes that impact the payroll every month and share them with Finance prior to the cut-off date.
* Develop periodic summaries for service requests for business stakeholders, and resolve any pending requests
* Diligently follow up with the stakeholders to ensure the service requests are resolved on time.
* Create Service Requests on an ADHOC basis upon receiving requests from HR business partners, General Partners, and from employees who do not have access to the ServiceNow portal
Leadership Capabilities:
* Builds own understanding of our purpose and values; explores opportunities for impact
* Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent
* Understands expectations and demonstrates personal accountability for keeping performance on track
* Actively focuses on developing effective communication and relationship-building skills
* Understands how their daily work contributes to the priorities of the team and the business
Qualifications:
* Bachelor 's degree in human resources management, business administration or a related field
* Knowledge of best practices in HR management is essential
* Technical ability and computer literacy (Word, Excel, PowerPoint, Microsoft Management) recommended.
* Experience in ServiceNow administration is an added advantage
* Ability to communicate professionally with partners and high-level executives. Strong presentation skills are considered a plus,
* Detail oriented and conscientious
* Excellent organizational, communication, and time-management skills
* Fluency in English (reading, speaking, and writing). Preference to bilingual candidates (Arabic/English)
* Minimum ‎3 years of experience including HR experience, preferably in a multinational firm.