HR Service Manager - Abu Dhabi, United Arab Emirates - Etihad Airways

Etihad Airways

Verified Company

Abu Dhabi, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Synopsis

The role will be to manage the delivery of exceptional customer service provided through all AskHR service support channels including the EC Service Center (ticketing system).

The incumbent will lead the AskHR service capability and ensure its continuous improvement, resolution/processing of all service requests to time and standards while ensuring smooth global support AskHR operations.

Accountabilities
Ensure a highly engaged and motivated team of AskHR service experts with continuously improving domain knowledge to support global AskHR service operations
Directly accountable for operational performance outcomes such as CSAT, FCR, SLAs etc. of all cases handled by AskHR team raised for employees.
Ensure alignment of support model to business needs and keep abreast with any HR policy changes/events which may impact Service provisions
Influence/collaborate with broader HR support teams to ensure resolution of incoming HR requests
Ensure Quality Assurance and up to date HR support content across all HR platforms
Highlight trends/opportunities for improvement across all HR transactions/tickets informed by data/interactions to continuously enhance AskHR services
Implement a data driven performance culture whilst ensuring customer intimacy across all service channels

Education & Experience

Bachelor Degree is required
At least 7 years' total experience with a minimum of 1 year experience in the HR function and 5 years' experience in a related Customer Service role.
At least 2 years' experience in managing teams

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world's leading airlines in response to COVID19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.