HR Service Agent

Company: Vanderlande –

WebSite: Makkah, Saudi Arabia

Job Description:**Subject: HR Service Agent Position**

Vanderlande’s Global HR Organization seeks an HR Service Agent to join its Global HR Service Desk. Reporting to the HR Service Desk Lead EMEA/LATAM at the Veghel headquarters, the incumbent will be an integral member of a geographically dispersed team of 16 HR Service Agents located across The Netherlands, United Kingdom, Germany, Spain, and the Middle East.

This role serves as the primary point of contact for employees based in KSA, Bahrain, Egypt, UAE, and Oman, addressing first-line HR inquiries pertaining to policies, processes, and systems, and executing fundamental transactions. The HR Service Agent will provide support to employees and managers in utilizing self-service functionalities, playing a critical role in ensuring efficient service delivery and a positive employee experience. This position emphasizes operational excellence and continuous improvement.

**Key Responsibilities:**

* Deliver seamless and consistent employee experience while maintaining optimal efficiency.
* Provide resolution services for employee queries regarding policies, processes, and systems, escalating complex issues to specialists as needed.
* Document inquiries meticulously using ticketing and case management solutions.
* Adhere to defined Service Level Agreement (SLA) metrics to ensure accurate, consistent, and timely service delivery.
* Execute back-office processes effectively.
* Conduct thorough research to support query resolution.
* Ensure process execution aligns with established policies and standard operating procedures.
* Guide employees and managers on self-service transactions, HR portal navigation, and policy interpretation to promote self-sufficiency.
* Utilize data insights to monitor service delivery effectiveness and enhance the employee experience.
* Support ad hoc projects and activities related to HR People Services.

**Continuous Improvement:**

* Collaborate with HR People Services colleagues to understand and implement processes, focusing on enhancing the employee experience and driving continuous improvement of employee life events.
* Identify service issues, proactively propose improvements, and lead or support the implementation of necessary changes.
* Drive local service delivery improvements in close collaboration with various (HR) stakeholders.

**Qualifications and Skills:**

* Demonstrated understanding of local HR policies and procedures.
* Minimum of one year of experience in HR first-line support.
* Data-driven approach.
* Exceptional written and verbal communication skills.
* Intermediate proficiency in MS Outlook, Excel, and Word (MS365 tooling).
* Workday (HR system) experience is advantageous.
* Fluency in English is essential.

**Benefits:**

This position offers the opportunity to contribute significantly to industry-leading projects within a dynamic, international, and professional environment. Vanderlande provides ample scope for personal development and the chance to achieve personal and professional goals within a profitable and growing company.

Skills: