PRINCIPAL ACCOUNTABILITIES / KEY RESULT AREASCustomer service:
Responsible for the mobilisation, onboarding and induction of new employees
Acting as a Single Point of Contact for employees during their sponsorship and assisting with employee requests including:
Receiving and coordinating exit re-entry requests
Approving and coordinating expenses requests
Coordinating and overseeing Iqama application and renewal requests
Coordinating and overseeing medical insurance application and renewal requests
Receiving and coordinating procurement requests
Overseeing employee offboarding including supporting the calculation of employee final settlement and End of Service payments.
Act as a point of contact for Strategic Account clients by answering questions and queries on time, including processing incoming e-mail, mail and phone calls
Ensure that all clients receive a clear outline, plan and timeline of service activities, including relevant dependencies such as required documentation and minimal application requirements
Ensure that all clients are kept up to date with the status of their services and requests including if there are complications with activities along with possible resolutions
Administration activities:
Prioritize activity and administer a daily rhythm of Strategic Accounts activity
Support in drafting professional correspondence such as contracts, agreements, letters, and other documents as advised by the Head of Strategic Accounts
Support the Business Unit Head with several vital duties, including but not limited to:
Raising invoices request forms
Chasing aged debt
Keeping up to date with governmental changes
Maintain up-to-date records on client activities, requests and renewals
Accessing government portals
Ensure that all department tools are kept up to date and contain the relevant and up to date information
Support the Head of Strategic Accounts in preparing the relevant activity reports for the Senior Management and Executive Teams
Client facing activities:
Support the Head of Strategic Accounts to ensure the following key activities are completed to desired quality standards and to the timescales laid out in proposals and other client-facing documentation
Taking minute meeting notes and action points
Act as a point of contact in all matters relating to client concerns and needs
Provide progress updates when required
Back Office Services:
The renewal of all appropriate licences and registration, including but not limited to; MISA, CoC, Commercial Registration, Municipality License and Wasel
The management of critical government portals including but not limited to; HRSDF, GOSI, Muqeem and Qiwa
The issuing of employee-related documentation including but not limited to; LOIs, LOIntros, ERE Visas, Iqama cards, Residency Permits and Uniform Business Visas (UBVs)
The attestation of critical company and employee letters and documentation
Collaborative working:
To attend and actively participate in team and project management meetings where required
To support HR to prepare, process, and submit LOIs, Iqamas, visit visas, ERE visas and other legal documents to government departments
To support finance in preparing financial documentation such as invoices and credit notes, reconciling accounts, and chasing overdue invoices
To work in partnership with other Business Units and, where appropriate, make referral internals to other AEI services and products
