HR Service Agent - Middle East

Job Title
HR Service Agent - Middle East
Job Description
Service Delivery & Operational Excellence
* Driving a seamless and coherent employee experience, while safeguarding required efficiency
* Provide query resolution services to all employees on policies, processes and systems and escalate to specialists as and when required
* Documenting inquiries through ticketing and case management solution
* Meets defined SLA metrics for providing accurate, consistent and timely services
* Perform back-office process execution, high volume transactions and align with WSS where required (if in scope, dependent on role Hire-to-Retire team)
* Accountable for completing relevant research to support query resolution
* Responsible for executing processes in line with policies and standard operating procedures
* Provide guidance to employees and managers on self-service transactions, HR portal navigation, and policy interpretation to facilitate self-support
* Leverage data insights to continuously monitor effectiveness of service delivery and to elevate the employee experience
* Supports ad hoc projects and activities related to People Services
Continuous Improvement
* Responsible for collaborating with People Services leads to understand and implement processes, focusing on employee experience and continuous improvement of employee life events
* Responsible for identifying service issues, proactively proposing improvements and leading or supporting the implementation of changes
* Be part of (one or more) Capability Expert Communities to bring in the People Services perspective in the overall maintenance and improvement of HR Capabilities
* Be part of the Local Improvement Committee to drive (local) improvements in service delivery in close collaboration with the HRBP(s)