HR Service Agent

Jeddah, Saudi Arabia

Job Title

HR Service Agent

Job Description

Your position and team

The Global HR Organization of Vanderlande is organized in 4 main areas: Business HR, Reward & Mobility, Talent Acquisition & Learning and Regional HR & Services.

The Regional HR & Services organization delivers specific expertise like HR Advice and Health & Wellbeing locally close to our business stakeholders. In addition, this department also holds the Global HR Service Desk and the Global HR Specialists team, who play an active global role in maintaining, supporting, and enabling HR service delivery. As HR Service Agent you are part of the Global HR Service Desk within Vanderlande, reporting into the HR Service Desk Lead EMEA/LATAM, located at Vanderlande headquarters, Veghel.

The team includes 16 HR Service Agents, divided over The Netherlands, United Kingdom, Germany, Spain and Middle East.

As HR Service Agent you are the first point of contact for employees based in KSA, Bahrain, Egypt, UAE and Oman. You resolve first line HR queries and questions related to e.g. HR policies, processes and systems and executes basic transactions. You support employees and managers in using manager- and employee self-service. You play a key role in service delivery and employee experience (Happy Customer!). Your activities focus on operational excellence and continuous improvement.

HR 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

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 HR People Services

Continuous Improvement

Responsible for collaborating with HR People Services peers 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

Drive local improvements in service delivery in close collaboration with various (HR) stakeholders

Role Qualification and Skills

Good understanding of local HR policies and procedures desired

At least 1 years’ experience in HR first line support

Data driven

Strong written and verbal communication skills

Intermediate knowledge of MS Outlook, Excel and Word (MS365 tooling)

Workday (HR system) experience is a plus

Proficiency in English language is a must

What we offer

In this challenging and responsible position, you will have the chance to make a significant contribution to industry-leading projects and be connected to our dedicated people and customers. We offer a position in an informal, international and professional working environment with a lot of scope for personal development.

By joining our profitable and growing company you will be able to reach your goals and focus on your future.

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