Operations Manager (Manpower Services)

1. Job Summary (????) To oversee the daily operations of the HR Shared Services Company, ensuring the efficient delivery of high-quality HR solutions (including Recruitment, Payroll, Global Mobility, and Personnel Administration). The Operations Manager will drive process standardization, ensure compliance with Service Level Agreements (SLAs), and optimize operational costs while supporting the Group's global oil and gas projects.

2. Key Responsibilities (????)

• Service Delivery Management (???????):
• Manage the end-to-end delivery of HR services, ensuring all operations meet the defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Oversee critical functions such as payroll processing, visa/work permit applications (Global Mobility), and large-scale technical personnel mobilization for overseas projects.
• Monitor operational metrics to identify bottlenecks and implement corrective actions immediately.
• Process Optimization & Standardization (????????):
• Develop, review, and update Standard Operating Procedures (SOPs) to ensure consistency and compliance across all service lines.
• Lead continuous improvement initiatives (e.g., Lean/Six Sigma) to enhance efficiency, reduce error rates, and lower operational costs.
• Drive the digitalization of HR processes, collaborating with IT to optimize HRIS/ERP system utilization.
• Client Relationship & Stakeholder Management (????????):
  
• Act as the primary point of contact for internal business units and external clients regarding operational issues.
• Conduct regular service review meetings with key stakeholders to gather feedback and improve Client Satisfaction (CSAT).
• Resolve escalated issues and disputes professionally and in a timely manner.
• Team Leadership & Compliance (???????):
• Lead and mentor the operations team, fostering a culture of service excellence and accountability.
• Ensure all operational activities comply with local labor laws, tax regulations, and company policies, particularly in key markets (e.g., Middle East, China).
• Manage vendor relationships (e.g., insurance providers, local agencies) to ensure service quality.

3. Qualifications (????)

• Education: Bachelor's degree or above in Human Resources, Business Administration, or related fields.
• Experience:
• Minimum of 8 years of experience in HR operations, with at least 3 years in a managerial role within an

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  HR or BPO environment.
• Experience in the Oil & Gas or Engineering industry with exposure to global mobility/expatriate management is highly preferred.
• Skills & Competencies:
• Strong understanding of HR processes (Hire-to-Retire) and labor laws.
• Proficiency in HRIS systems (e.g., SAP, Oracle, PeopleSoft) and MS Office (Excel, PowerPoint).
• Data-driven: Ability to analyze operational data to drive decision-making.
• Language: Fluent in Arabic and English (Written & Spoken) is mandatory.