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Dubai Associate - Employee Assistance & Service Desk

  • Location
    (DUBAI) and various
  • Job Reference
  • Functional Area/Experience
    Human Resources / 3 Years

Job Description & Qualifications

An opportunity has arisen for an Associate – Employee Relations to join Dubai Holding Group Services.

The Associate - Employee Assistance and Service Desk will be responsible for acting as the employee touchpoint for GS HC while deploying employee engagement surveys, performing L&D and PMS administration, assignment change (including job transfers, promotions, and job rotations), employee documentation maintenance, leave administration and assigned service desk and employee query management. They shall provide quality operational support aligned to established corporate and vertical specific policies and standard operating procedures.

Employee Query Management & Service Desk

  • Provide first level resolution to all HC related queries from all DH employees and internal customers following clearly defined processes, in line with the set SLAs. Coordinate with relevant teams within the Human Capital function (GS / Vertical), as per defined escalation matrix to escalate unresolved employee queries and track closure
  • Timely update the knowledge base (FAQs, manuals) based on periodic analysis from requests received, inputs from Governance and Insights team in GS to align with labour law and policy changes, inputs from systems / IT (Tahweel) teams and inputs from DH HQ and vertical HC teams

Engagement Survey, L&D and PMS Administration

  • Deploy employee engagement surveys as per schedule (provided by DH HQ and verticals) and gather survey data to create reports for analysis (vertical HC teams, vertical business leaders, frontline managers as identified by verticals)
  • Perform LMS administration for mandatory or compliance learnings, including assignment of learners, tracking completion and monitoring report generation for respective stakeholders (vertical HC teams, vertical business leaders, frontline managers as identified by verticals, individual contributors)
  • Administer goal setting and performance reviews according to the PMS calendar. Initiate the processes in the system and track completion by employees and reporting managers.

Leave Administration

  • Review documents submitted by employees to support long term leave application and provide confirmation (as specified in the SOPs for respective verticals and DH HQ) on the system to ensure accurate records of leave entitlements, usage, balances, and accruals
  • Support in conducting capability building sessions and periodic communication within the organisation to drive compliance with the organisation's leave policies and labour laws
  • Support in maintaining compliance and user interface of the leave management system and update leave calendar as per information from verticals, ensuring the requisite approvals as per DOA

Employee Assignment Change and Contract Renewal

  • Support in timely completion of documentations and ensure relevant sign offs are in place for the documents related to redeployment of employees (including promotions, transfer, job code change, etc). Undertake the system data updates for all transfers
  • Strictly follow assignment change checklists and procedures to ensure consistency and compliance with corporate and vertical specific policies and legal requirements
  • Support in the management of employment contract renewal process all DH employees, contingent workers and other worker types. For new consultants, receive referrals from business teams, facilitate interview scheduling, consolidate feedback, and initiate contracting process for selected consultants

Employee Documentation Maintenance

  • Implement employee physical documentation framework in accordance with DH HQ and vertical policies
  • Maintain employee files and track employee information while ensuring accuracy, consistency, and security of all employee documentations
  • Support in providing employee documents as per requests from various stakeholders in alignment to DH HQ and vertical policies

Relationship Management & Communication

  • Support Vertical HC teams to administer regular and ad hoc engagement surveys and learning administrations in an accurate and timely manner
  • Support IT team to address complex technical issues (especially for HR systems used by employees) when required and ensure that end-users and vertical counterparts have seamless experience
  • Assist Team Lead in managing relationships with the key stakeholders in the verticals and driving customer satisfaction for the services provided among stakeholders

Data Management & Continuous Improvement

  • Create and maintain relevant reports, ensuring confidentiality and accuracy
  • Regularly maintain data to track metrics and reporting systems to measure the effectiveness of the ER processes

About you:

The ideal candidate for this position will have the following experience and qualifications:

  • Bachelor’s degree in human resources, business administration, or a related field
  • 3-5 years of experience in employee relations, helpdesk, or similar roles preferably in a shared services organisation
  • Strong knowledge of employment laws and regulations
  • Experience working in the Middle East region is preferred

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.


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