The People Solutions Consultant ensures the delivery of accurate, compliant, and efficient HR operational support across the Middle East and Africa (MEA) region through effective governance, workflow oversight, and stakeholder collaboration. This role acts as the functional Subject Matter Expert (SME) and workflow approver for HR data changes and certain leave transactions processed by the Managed Service Provider (MSP), ensuring adherence to policies, process controls, and service-level standards. For out-of-scope countries not covered by the MSP, the role manages end-to-end HR operational processes such as onboarding, offboarding, and employee data updates. The postholder is pivotal in maintaining data integrity, service consistency, and a seamless employee experience through strong operational oversight, stakeholder coordination, and continuous improvement.
Main Accountabilities
HR Operations Governance (In-Scope Countries)
- Act as workflow approver for employee data changes (e.g., job change, contract amendment, working pattern change) and specific leave transactions entered by the MSP.
- Ensure all system updates are accurate, policy-compliant, and completed within defined timelines and controls through myHR workflows.
- Review and validate transactions processed by the MSP, identifying and rectifying discrepancies.
- Manage exceptions and provide process clarification to the MSP or internal stakeholders.
End-to-End HR Operations (Out-of-Scope Countries)
- Deliver HR operations directly for countries not covered under the MSP model, including onboarding, offboarding, contract and letter generation, employment data updates, and benefits administration.
- Ensure all transactions comply with local labour laws, internal policies, and audit requirements.
- Partner with country HR and Finance teams to ensure timely processing of employee movements and payroll-impacting actions.
Case Management & Service Excellence
- Manage HR-related cases through the case management system (e.g., C4C), ensuring accuracy, timeliness, and a customer-centric approach.
- Act as the escalation point for complex or sensitive employee cases, providing process guidance.
- Monitor service levels, case resolution times, and customer feedback to identify improvement opportunities.
- Partner with the MSP to enhance case resolution quality and reduce repeat issues through process or system refinements.
Data Quality & Systems Integrity
- Ensure data integrity in MyHR and other systems by validating and reconciling transactions.
- Perform data audits to identify gaps or errors and initiate corrective actions.
- Collaborate with Digital & Technology and Data teams to support system enhancements, testing, and process automation.
- Ensure compliance with information governance, PDPA, GDPR, and record-retention policies.
Continuous Improvement & Collaboration
- Identify and propose opportunities for process simplification, standardisation, and automation.
- Participate in service optimisation and knowledge management initiatives led by the Payroll & People Data Manager.
- Contribute to the maintenance of Standard Operating Procedures (SOPs), process maps, and knowledge articles.
Requirements
- Qualification: BA/BSc/HND degree.
- Language: Written and verbal proficiency in English.
- Experience: Previous experience in HR operations or shared-services delivery, with a strong understanding of employee lifecycle processes.
- Systems: Familiarity with HRIS platforms (e.g., SAP SuccessFactors, Oracle, or equivalent) and workflow approvals.
- Case Management: Proven experience managing cases and ensuring SLA adherence.
- Vendor Management: Demonstrated ability to maintain data accuracy, manage exceptions, and coordinate with vendors.
- Context: Experience working in a complex, multi-country or regional environment.
Desirable Skills
- Exposure to managed-service delivery models and vendor performance management.
- Experience in continuous improvement or digital process automation.
- Knowledge of analytics or reporting tools (Excel, Power BI).
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