Assistant Manager - People Services

Role Overview

Assistant Manager - People Services at Al Ghurair, responsible for managing multiple business units within P&C Shared Services and ensuring compliance with Service Level Agreements to meet organizational standards.

Role Purpose

This role is essential for maintaining the overall efficiency of People Services, with a focus on accuracy, compliance, and service excellence during and after system transition. The Assistant Manager will be the single point of contact for end-to-end onboarding, offboarding, and visa renewal processes across multiple verticals, while managing relationships with key stakeholders to ensure seamless coordination and effective service delivery.

Key Responsibilities

Onboarding & Offboarding

• Manage the single point of contact for end-to-end onboarding and offboarding processes, ensuring all steps are completed efficiently and in compliance with organization policies and legal requirements.
• Ensure all necessary documentation and processes are completed for new hires and exiting employees, including visa processing, employee records, and system updates.

Visa Management

• Oversee new visa applications and renewals process, coordinating with the Government Relations department to ensure timely processing.
• Coordinate the prompt completion of medical tests, Emirates ID issuance, and visa stamping, working closely with both employees and Government Relations.
• Manage the visa renewal process for employees, ensuring timely submission of documents and adherence to regulatory requirements to avoid delays or legal complications.

Service Level Agreement Compliance

• Ensure all People Services activities, including onboarding, offboarding, visa renewals, and other services, meet or exceed Service Level Agreement standards.
• Ensure timely delivery of services, consistently meeting or exceeding SLAs, while proactively addressing any potential service delays.

Stakeholder Management & Coordination

• Collaborate with HR Business Partners, Finance, and other key stakeholders to facilitate smooth communication and coordination across departments.
• Ensure that People Services activities align with business needs and objectives, providing regular updates and reports to relevant stakeholders.
• Work with various business units, adjusting to their specific needs based on the nature of the business.

Insurance Administration

• Oversee the administration of Group Life Insurance and Medical Insurance policies, ensuring timely enrollment, renewal, and claim processing.
• Coordinate with insurance providers and employees to resolve any issues or discrepancies.

Finance & Invoicing

• Manage the invoicing process for medical insurance, travel expenses, and other People Services-related payments, ensuring timely submission and follow-up with Finance for payment processing.
• Track and reconcile payments to ensure accuracy and compliance with organization policies.

Employee Support & Query Management

• Handle employee queries related to People Services, providing prompt and accurate resolutions.

Process Improvement & Compliance

• Continuously review and improve People Services processes to enhance efficiency, reduce errors, and improve the overall employee experience.
• Ensure all People Services activities comply with relevant legal, regulatory, and company standards.
• Regularly assess current workflows to identify areas for improvement.
• Drive process enhancements and leverage automation to improve efficiency and overall service quality in People Services.

Reporting & Analytics

• Provide accurate and timely reporting to management on key metrics, including visa renewals, onboarding, offboarding, SLA adherence, and query management.

Team Management

• Manage the daily operations of the People Services team, ensuring effective workload distribution, monitoring performance, and promoting a positive, collaborative work environment.
• Provide guidance, coaching, and training to team members as required.
• Address team concerns or conflicts promptly and professionally, fostering a healthy work environment where issues are resolved constructively.
• Encourage innovation and process improvements within the team to streamline operations, increase efficiency, and enhance service delivery.

Continuous Learning & Technology

• Stay proactive in learning new systems and technologies.
• Share knowledge with the team by providing training, helping them stay current and improve their technical capabilities.
• Continuously seek and implement more efficient ways of working, guiding the team in adopting time-saving methods and fostering a culture of continuous improvement.

Qualifications & Experience

• Bachelor's degree or Master's in Business Administration or Human Resources.
• Minimum of 5 years' experience as an HR Generalist or within P&C Shared Services, with a demonstrated track record of leading teams in large-scale industries.
• Experience in handling change management processes, including guiding teams through transitions such as system migrations.

Skills & Competencies

• In-depth understanding of HR service delivery models, including onboarding, offboarding, employee life cycle management, and policy compliance.
• Solid understanding of labor laws, compliance requirements, and employment policies, ensuring all HR processes adhere to legal standards across multiple regions.
• Proficiency in Microsoft Office Suite, HR technology platforms, and advanced knowledge of tools like Excel for data analysis.
• Strong communication skills with a collaborative approach.
• Excellent language, leadership, and interpersonal skills.