Specialist-Ask HR (UAE Nationals Only)

Job Description

Job PurposeResponsible for primary customer contact in an inbound Ask HR call and service requests utilizing knowledge base and case management tools to assist customers in completing their human resource transactions. Liaise with Ask HR Tier 2, Tier 3 and HR COEs to and ensure tickets are closed within agreed TAT/SLAs.Specific Job Accountability

• Responsible to analyze Ask HR queries/service requests assigned through different channels and provide accurate responses to all customers in line with FAB Group policy and procedures. Interprets various policies/procedures to determine necessary resolution
• Manage full ownership of the assigned service requests/tickets and ensure tickets are closed within the defined SLA. Forward all complex tickets to Tier 2 business teams or Manager HR Helpdesk to obtain right information and resolve and close tickets in the HR Helpdesk tool.
• Assist employees to navigate Oracle Fusion HR module and in completion of various HR forms and service requests and actions
• Answer incoming Ask HR calls and reduce the abandoned call volumes, provide all the necessary answers and assistance to customers ensure customer satisfaction.Ensure unresolved customer issues are recorded a service request and assigned to Tier2 resources.
• Conduct review existing Knowledgebase and AIDA contents, support developing and enhancing AIDA contents, user guides, FAQs working closely with HR teams and Manager HR Helpdesk.
• Administer offline employee master data updates request and ensure data in updated in Oracle Fusion system with 100% accuracy.
• Maintain First contact resolution standards and SLAs as defined according to the Ask HR Operating model.
• Support any special tasks or Projects assigned by the team leader and Manager Helpdesk

Policies, Systems, Processes & Procedures

• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner
• Demonstrate compliance to organizations values and ethics at all times to support the establishment of a value drive culture within the bank
• Ensure records creation, maintenance and use are in accordance with Bank record management guidelines. Promotes effective records management throughout the Group HR.

Conflict of Interest

• The role holder will be expected to assist key stakeholders (primarily: Their Business Line, Compliance Control Room and Group HR) to ensure Conflicts of Interest and FABs Code of Conduct policies and protocols are upheld. The role holder will also partner and advise the aforementioned on conflicts management, policy, process, procedure and breach escalation, including but not limited to core themes such as Gifts, Entertainments, Personal Account Dealing, Outside Business Interests/Activities, Material Deals and Information Walls.

Teamwork and Cooperation

• The ability to work in teams and place team goals above individual interests. Facilitating sharing of ideas, information and responsibilities. Supporting the team towards achieving a common goal, in line with FABs business objectives

Effective Communication

• The ability to express and explain ideas clearly and correctly, both verbally and in writing. This includes communicating to a variety of audiences such as employees, peers, business and managers.

Continuous Improvement

• Contribute to the identification of opportunities for continuous improvement, processes and policies to enhance Tier 0 Content.
• Develop and rollout content in AIDA (Chatbot)
• Provide accurate data for HR Helpdesk Dashboard
• Assist in the preparation of timely and accurate reports to meet department requirements.

QualificationsMinimum Qualifications:

• Bachelors degree in any discipline

Minimum Experience:

• 3-4 years experience in Customer Services / Contact Centre.HR experience preferred.

Knowledge, Skills, and Attributes:

• Customer Service, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Active Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.
• Excellent communication skill in English &/or Arabic.

Keyskills :
Problem Solving Phone Skills Customer Service Analyzing Information Documentation Skills Market Knowledge Active Listening

About Company

FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.