Emirates Global Aluminium (EGA) Hiring for Associate – Employee Care Centre at Abu Dhabi

JOB PURPOSETo ensure that the Employee Care Centre provides a high-quality service to EGA employees by attending to all employee queries and complaints by ensuring correct action and follow-up in compliance with Human Capital (HC) policies and procedures as well as overseeing the tracking and reporting of customer inquiries and complaints.KEY ACCOUNTABILITIESPolicies, Processes & Procedures▪ Implements approved departmental policies, processes, procedures and provides instructions to subordinates and monitors Implements approved departmental policies, processes, procedures and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled manner.Day- to- day operations▪ Monitors day-to-day operations assigned for Employee Care Centre to ensure compliance with the established standards and procedures.Customer Care▪ Oversees the handling of customer-related issues from inception till resolution.Applications Development▪ Develops the Remedy Applications through which customer concerns may be recorded promptly and follow-up actions tracked efficiently.Resource Management▪ Drives customer satisfaction by pro-actively developing tools and resources to resolve issues and complaints.Analysis & Reporting▪ Analyses statistical data concerning employee queries and complaints and compiles accurate reports to HC & Management.Process Improvement▪ Improves the quality of customer service quality by assessing, evaluating, and re-designing existing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes.Technical Assistance ▪ Maximizes operational performance by providing technical support, resources, and advice to employees in collaboration with IT.Inter-Departmental Support▪ Advises departmental managers of people trends and tendencies that could impact EGA by continually keeping abreast on-going developments and changes within EGA policies and procedures.Safety & Quality▪ Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.Related Assignments▪ Performs other related duties or assignments as directed.AUTHORITY/ DECISION MAKING▪ Works collectively and individually with his team of direct subordinates to ensure that all Employee Care Centre services are delivered efficiently, cost effectively and on time. Occasionally, has to personally attend to sensitive issues or problems occurring.▪ Establishes the team objectives, determines priorities, and develops processes in line with the departmental strategy.▪ Develops and maintains the Service Level Agreement to ensure that all HC services are delivered to the customer in a smooth manner and with minimal delays.QUALIFICATIONS & SKILLSMinimum Qualifications:▪ Bachelor in HR Management or related specialisation.Minimum Experience▪ 4 – 6 years relevant experience at middle management level associated with Aluminium smelter operations or equivalent preferably working with a multi-national team in an employee / industrial relations arena.Skills▪ Knowledge of Human Capital Polices & Procedures▪ Knowledge of relevant administrative systems and processes▪ Planning and organizing skills▪ Stakeholder management skills▪ Team management skills▪ Communication skills