HR Services Manager | Ernst & Young - UAE | Dubai

Job description

The Role
This role is intended to break bulk (where needed) for the HR Enablement Leader, with primary responsibility for managing the overall relationship with HR services in line with the agreed governance process. Works closely with HR services, the Region Talent Team and the business to ensure consistency of user experience, client satisfaction, timeliness and responsiveness of service, quality of service, and efficiency of delivery etc. Responsible for identifying any areas of improvement in overall operating model or as part of specific, processes and working with the HR Continuous Improvement Analyst and the respective talent function to enable improvements.
Provides service quality, implements change to drive ‘best in class’ and develops, assesses and review HR Services, inclusive of HRCC, GHRS and Reporting across the MENA Region to deliver an exceptional experience to the business. This role is also responsible for strict policy implementation.
Overseeing a team to provide support and direction for general HR queries; implementing an escalation model, standardized approach, materials, tracking system and ‘point to contact’ services. Closely collaborates with other CBS functions is key to the success of the team, along with Partnering closely with Talent Consultants and broader HR Enablement.
Key Responsibilities
Transition of services
Support the HR Enablement Leader in defining and agreeing on services to be transitioned to HR Services
Help prepare the Region Talent Team for transition of activities into HR Services
Work with talent function SMRs to provide support and guidance (may include knowledge transfer) to HR services to enable effective transition of global process
Support transition plans and activities, including change management, as services are moved to HR Services
Support setting up of contact centre operations; provide relevant training, guidance and knowledge transfer for effective operations
Provide ongoing oversight on contact centre activities; take appropriate action on any escalated issues
Conduct maintenance and timely update of knowledge base (articles and database) to enable effective service delivery
HR Shared Services delivery oversight
Act as the primary liaison for HR Services Manager and as first point of contact for risks and issues; escalate where necessary
Drive the agreed governance between the Region and HR Services as per defined service level agreements
Communicate business and talent team feedback to HR Services. Work with HR Services to understand the impact of business strategy and operational feedback on delivery of HR operations
Track and monitor customer satisfaction with HR service delivery and understand any other customer expectations
Monitor delivery of services against the service measurement framework and work together with HR Services to ensure timely and quality execution of services and resolve issues
Inform HR Services on key region / country information (e.g., changes in volumes, out-of-cycle projects, key calendar events and be the “eyes and ears” of how services are perceived) and inform the Region / country on key information received from HR Services (e.g., service measurements, operational matters)

Escalate any issues with PSS/GSS service delivery to HR Services
Continuous improvement
Works closely with other talent function leaders to identify improvement opportunities in the overall operating model or in delivery of specific talent processes and activities into that Region from HR services; support performance improvement initiatives as required
Review any areas for changes in scope of agreed services between the Region Talent Team and HR services
Team management
Manage, coach and develop the HRSS team
Drive close relationships with the Talent Consultants, HR Enablement Team and the business to ensure integrated CBS support
Collaborate with colleagues from other regions to share knowledge, ideas and successes
Effectively work with shared services to enable greater efficiencies and quality of service
Broadly support the HR Enablement Team, providing guidance and direction to reach our strategic priorities
Innovation and change
Support the efficiency and expansion of the HRSS function by identifying activities to outsource
Lead the centralization and continuous improvement of our HRSS process and policy across the region
Embed global technology as appropriate in to our processes and where required/approved build and utilize technology to streamline our processes
Capabilities / Skills
As per capability toolkit
Extensive HR Generalist experience with an element of focus on HR shared services/operations
Knowledge of HR systems
Experience with employee relations
Experience in delivering HR related continuous improvement and change management projects
Experience working cross border / virtually is preferred
Experience in metrics reporting and analysis; utilization and ROI preferred
Experience in working within a diverse environment is preferred
About The Company
EY is a global leader in assurance, tax, transactions and advisory services. Our 167,000 people are united by our shared values, which inspire our people worldwide and guide them to do the right thing, and our commitment to quality, which is embedded in who we are and everything we do.
EY is committed to doing its part in building a better working world for our people, for our clients and for our communities.