Business Services Manager

Roles and responsibilities

The Government Services Manager will manage Al-Futtaim’s visa management and work permit activities on behalf and in the name of the Group’s businesses in the UAE. Lead the Immigration and MOHRE teams within the Government Services department and deliver efficient, cost-effective processes for the Group’s employing entities, in accordance with relevant SLAs and KPIs. Provide advisory services to the Group’s businesses and management based on applicable laws, regulations, and market trends. Collate, analyse, and report on relevant HR- and business data, to enable effective data-supported decision making by HR leaders and the business. Work with the Head of Government Services and the Group HRIS team on any HR analytics-, reporting- or technology projects and activities that may improve our service delivery, efficiency, and effectiveness in Government Services.

What You Will Do

• Lead and develop the Immigration and MOHRE teams in Government Services.
• Manage the Immigration and MOHRE related activities for Al-Futtaim’s businesses and employing entities in the UAE.
• Deliver efficient and effective processes for new joiners, renewals, and leavers, and other scheduled or ad-hoc activities.
• In partnership with HRIS and the Contact Centre, establish case management practices for the Immigration and MOHRE process areas.
• Coordinate with third parties, joint ventures, and the relevant Government authorities, and attend in-person activities with the Government, typing centers or other third parties as and when required.
• Ensure that continuously improving employee experience is the heart of the Immigration team’s service delivery and process management.
• Work with the Head of Government Services to design streamlined processes for a seamless integration between Government Services and operational departments such as Onboarding, Offboarding, the Contact Centre and our Emiratization department.
• Together with the Head of Government Services, liaise with counterparts in other MENA countries to drive alignment and best practices in service delivery, efficiency, and employee experience.
• Deliver transactional and standard HR services in a timely manner and in line with the SLA.
• Act as a trusted service partner to our HR community and management teams.

Desired candidate profile

• Act as change agent and facilitate change management and transition management, especially through expansion, business development and growth.
• Work with other functions and internal stakeholders on business requirements for which Government Services are an enabler or contributor.
• Ensure full compliance to local labor laws, regulations, and Group AFG policies and guidelines.
• Ensure that compliance with HR policies is maintained; review and strengthen internal controls and procedures; and provide guidance to leadership teams on process and governance.
• Identify policy improvements and provide recommendations to the Management for implementation. Provide solutions to employees and managers as per company HR policies and procedures.
• Collect relevant data from all process areas and report on government and employee data that will inform decision making and direction setting, as well as provide data on service performance and employee experience.
• Work with the Head of Government Services and the Group HRIS team on any HR analytics and reporting projects and activities that are relevant to the area of Government Services.
• Use digital solutions available from the enterprise systems landscape to enhance process delivery, employee experiences and cost efficiencies.
• Work with the Head of Government Services and the Group HRIS team on relevant HR technology implementations that will improve our service delivery.
• Drive innovation in Government Services practices through the use of bots, cloud-based technology, and artificial intelligence, among other available and current tools.
  

Required Skills To Be Successful

• Knowledge of the UAE Labour Law, employment regulations, and governmental practices and procedures.
• Effective communication skills, analytical and problem-solving skills.
• Ability to create an environment where the Al-Futtaim values are a strong and living reality that embraces the diversity of co-workers and employees.
  

What Equips You For The Role

• Undergraduate degree desirable; Must have a minimum of 5 years Human Resources Operations / Shared Services management experience, preferably with Government Services / Relations. Experience from related industries preferred.
• Must have analytical and data management abilities.
• Must have knowledge of local laws and regulations concerning the labour market.
• Enhanced computer skills using recent MS Office suite. Experience with HR technology, preferably with SAP SuccessFactors Employee Central or SAP HCM; Oracle Fusion or Oracle E-Business Suite, or Workday, is desired.