Senior Coordinator - Employee Service Center

MAIN OBJECTIVE OF ROLE

To deliver exceptional HR support and guidance to employees, promptly addressing their needs, efficiently resolving queries, and maintaining a positive customer experience.

Key Responsibilities

• Executes HR processes efficiently, identifying opportunities to streamline and improve them for better employee service.
• Ensures timely resolution of all employee and external customer queries through various communication channels such as the ESC mailbox, phone calls or in-person visits to ESC, ensuring high levels of customer satisfaction through exceptional assistance and support.
• Generates and reviews customized company letters deviating from the standard letter templates.
• Reviews and approves all dependent activations for benefits such as medical insurance, annual leave ticket, staff travel, and education allowance in line with company policy.
• Verifies monthly eGate invoices and invoices related to Medical/Emirates ID/Visa related in coordination with the respective teams.
• Reviews and submits all insurance applications for employee dependents and manages exceptions with timely notifications to concerned departments on deductions where applicable.
• Mediates between employees and the insurance company regarding additions, deletions, or amendments to employee and dependent medical insurance coverage.
• Provides clear information to all new joiners during the onboarding induction regarding the services offered by ESC.
• Validates and approves all residence visa transactions before transferring them to payroll for deductions where applicable.
• Executes all exit formalities as part of the offboarding process, including emailing appropriate guidelines, obtaining stakeholder clearance, compiling exit checklists, cancelling visas, generating debt recovery letters, emailing final settlement details, addressing staff queries, and managing sensitive cases with confidentiality and empathy.
• Provides employee verification to external institutions including banks, embassies, and collection agencies.
• Approves and validates all flydubai platinum card requests for employees within the organization and responds to queries regarding the flydubai platinum membership.
• Provides valuable feedback on procedures when new HR policy is introduced in relation to the employee service center with the objective to streamline services.
• Validates the census annually to ensure accuracy and eliminate any discrepancies or duplicates.
  
  

Qualifications

• High School Diploma
• Fluent in English
• Minimum of 2 years’ experience working in airline operations is desirable
• Oracle ERP
• 2 - 4 years
  
  

COMPETENCIES

• Customer Focus
• Team work
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)
  
  

Isr Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.