Deloitte Global

Contractor | HR Shared Service - Employee Service | Egypt 

About Deloitte: When you work for us, you commit to a career at one of the largest and most prestigious professional services firms in the world. We have received numerous awards over the last few years, including Best Employer in the Middle East, and Best Consulting Firm, and the Middle East Training & Development Excellence Award. 

Our Purpose 

Deloitte makes an impact that matters. Every day we challenge ourselves to do what matters most—for clients, for our people, and for society. We serve clients distinctively, bringing innovative insights, solving complex challenges and unlocking sustainable growth. We inspire our talented professionals to deliver outstanding value to clients, providing an exceptional career experience and an inclusive and collaborative culture. We contribute to society, building confidence and trust in the markets, upholding the integrity of organizations and supporting our communities. 

Our shared values guide the way we behave to make a positive, enduring impact: 

·       Lead the way 

·       Serve with integrity 

·       Take care of each other 

·       Foster inclusion 

·       Collaborate for measurable impact 

During your tenure as Employee Services Associate, you will resolve Employee Service Requests received through the ServiceNow platform and support employees on the corresponding requests. You will also be responsible to provide ad hoc support to employees with all Human Resources services of Deloitte Middle East. Please see below the roles and responsibilities:

• Resolve employee service requests (e.g., Leave balance discrepancy, payroll discrepancy, loan and advance payment requests, allowance requests, company letter requests, etc.) raised through the ServiceNow platform.
• Keep daily track of pending Service requests and prioritize the tasks based on urgency and relevancy
• Explore any bottlenecks in resolving the service requests, coordinate with relevant stakeholders, or bring it to the management’s notice to ensure the requests are resolved within the defined Service Line Agreement.
• Periodic monitoring of request resolution TAT (Turn Around Time) against pre-defined SLAs for every request type, and any identified discrepancies to be discussed with the management
• Keep track of employee data changes (e.g., benefits, the addition of dependents, status change, etc.) and inform benefits providers
• Evaluate employees’ eligibility for the firm’s referral program, and ensure eligible employees are rewarded with referral awards as per the candidate’s hired level. Consolidate all changes that impact the payroll every month and share them with Finance prior to the cut-off date.
• Develop periodic summaries for service requests for business stakeholders, and resolve any pending requests
• Diligently follow up with the stakeholders to ensure the service requests are resolved on time.
• Create Service Requests on an ADHOC basis upon receiving requests from HR business partners, General Partners, and from employees who do not have access to the ServiceNow portal

Leadership Capabilities:

• Builds own understanding of our purpose and values; explores opportunities for impact
• Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent
• Understands expectations and demonstrates personal accountability for keeping performance on track
• Actively focuses on developing effective communication and relationship-building skills
• Understands how their daily work contributes to the priorities of the team and the business 

Qualifications:

• Bachelor’s degree in human resources management, business administration or a related field
• Knowledge of best practices in HR management is essential
• Technical ability and computer literacy (Word, Excel, PowerPoint, Microsoft Management) recommended.
• Experience in ServiceNow administration is an added advantage
• Ability to communicate professionally with partners and high-level executives. Strong presentation skills are considered a plus,
• Detail oriented and conscientious
• Excellent organizational, communication, and time-management skills
• Fluency in English (reading, speaking, and writing). Preference to bilingual candidates (Arabic/English)
• Minimum 1- 3 years of experience including HR experience, preferably in a multinational firm.