Purpose of the Job / Position Summary: The Service Delivery Associate for pre-employment, onboarding and offboarding will play a pivotal role in the end to end administration of processes such as background verifications, pre-joining document verification, preparing offer letters and facilitating Day 1 onboarding processes. Additionally, this role is also responsible for offboarding process including checklist management and tracking, return of assets and service letter preparation etc. The candidate is expected to demonstrate meticulous attention to detail, service mindset, coupled with a good understanding of pre-employment, onboarding and offboarding processes. This role is also expected to provide inputs to enhance the efficiency, effectiveness, and overall quality of service delivery for the respective processes. This position will report to the Service Delivery Manager – Talent Management
Business Complexity / Context: This role involves collaboration and interaction with business stakeholders e.g., new-joiners, employees, managers, and leadership as well as with wider HR Shared Services team members and other cross-functional team members within IT, Finance and Procurement to ensure operational excellence and high-quality onboarding and offboarding services.
Key Responsibilities:
- Pre-employment and onboarding operations:
- Coordinate pre-employment activities such as background checks, reference checks, and other screenings for new hires.
- Ensure all pre-employment documentation and requirements are completed accurately and in a timely manner.
- Liaise with external vendors or agencies to facilitate pre-employment screenings and verifications, as needed.
- Execute onboarding services including scheduling orientation sessions, preparing & sharing welcome materials, and coordinating IT setup and access.
- Communicate standard onboarding instructions, policies, and procedures to new hires, ensuring a smooth transition into their roles.
- Collect and review new hire paperwork, including employment contracts, tax forms, and benefits enrollment documents.
- Offboarding operations:
- Coordinate the offboarding process for departing employees, including conducting exit interviews, revoking access, and processing paperwork.
- Update employee records and HRIS systems to reflect termination or resignation details accurately.
- Coordinate with relevant departments (e.g., IT, facilities) to deactivate access and return equipment as needed.
- Data management: Maintain accurate and up-to-date records of pre-employment, onboarding, and offboarding activities, including digital and offline documentation related to background checks, offer letters, and exit interviews. Ensure accuracy, completeness, and consistency of the data, as well as compliance with local labor laws and data protection regulations.
- Candidate, employee, and business support:
- Responsible for handling Pre-employment, Onboarding & Offboarding related requests and inquiries (via ticketing service, by email or via phone) in a professional manner and providing the right assistance and guidance to ensure timely and effective resolution as well as great experience.
- Serve as the primary point of contact for new hires throughout the pre-employment and onboarding process. Keep new hires informed about the progress of their pre-employment checks and onboarding.
- Serve as the primary point of contact for leavers throughout the offboarding process. Keep leavers informed about the progress of their offboarding.
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Core KPIs:
- Performance against Service Level Agreements (SLAs) and other requirements for pre-employment, onboarding and offboarding services (e.g., percentage of service/ exit letters provided within timelines; process efficiency measures and data accuracy)
- Query Resolution Time (e.g., average time taken to resolve pre-employment, onboarding and offboarding related queries and issues. This can include response times for emails, tickets, or phone calls)
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
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Knowledge & Experience:
- Bachelor’s degree in human resources, Business Administration, or a related field.
- Proven experience of at least 3+ years in HR Administration, Service Delivery, or a related field, with a focus on onboarding and/or offboarding services.
- Familiarity with local labor laws and data protection regulations.
- Proficiency in HRIS (Human Resources Information System) and other relevant software tools.
- Excellent written and verbal Arabic and English language proficiency.
Skills:
- Scope of Work: Understanding, experience and working knowledge in pre-employment, onboarding and offboarding. Proven experience and working knowledge in executing and delivering processes and services through HRIS technology platforms.
- Teamwork and Collaboration: Working effectively with Shared Services and cross functional teams, and external partners to ensure smooth service delivery.
- Process Proficiency: Hands-on experience and understanding of pre-employment, onboarding and offboarding services and operations.
- Technical Experience: Hands-on experience with HRIS technology platforms
- Problem-Solving Skills: Ability to anticipate and address potential challenges related to pre-employment, onboarding and offboarding, offering practical and innovative solutions.
- Organizational & Time Management Skills: Ability to manage multiple tasks and prioritize effectively.
- Analytical Abilities: Interpreting and managing pre-employment, onboarding and offboarding data effectively. Ability to derive insights and present findings to support decision-making.
- Attention to Detail: Diligence and solution oriented.
- Integrity and Confidentiality: Maintaining the highest level of confidentiality and ethical standards when handling sensitive information.
- Customer focus: Commitment to providing high-quality service to internal stakeholders (HR, cross-functional, business, managers, and employees)
- Communication: Fluent verbal and written communication skills in Arabic and English. Ability to interact effectively with stakeholders, assignees, and external agencies.
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