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People Operations Specialist - Service Center AMEE Region

Date: Sep 13, 2022

Location: Cairo, EG, 11311

Company: HEINEKEN

People are at the heart of our company. Our success is dependent on having great people, highly motivated to deliver results, guided by a strong sense of purpose. We strive for a best-in-class employee experience powered by digital technologies.

To strengthen our People Function, we are creating a regional People Operations Shared Service Centre that partners with our Operating Companies to deliver excellent services across the complete employee lifecycle. We are looking for colleagues to be part of our team and help us establish this new People Operations Centre, working closely with colleagues across the region and with our head office in Amsterdam.

We offer an international work environment in a truly global company and the opportunity to be at the heart of a growing team with a remit that spans borders!

Do you have experience with and a passion for HR? Energised by taking challenges and turning them into opportunities? Would you like to work with colleagues across the globe? Sounds like you could be a great addition to our team!

What’s the role?

People Operations Specialist

Location: Cairo, Egypt

Provide specialist services. Responsible for the efficient and effective resolution of complex inquiries. Handle specialist transactions and processes in close collaboration with the Global Centres of Excellence. Ensure customer satisfaction and adherence to SLAs

Key responsibilities:

  • Advice & Support: Provide advice for inquiries related to your specialist area. Serve as escalation point for inquires and requests from employees and managers which cannot be resolved by the Front Office Team. Provide advice across the complete employee lifecycle. Solve requests comprehensively, safeguarding the employee experience with empathy
  • Transactions: Handle transactions and processes for your area of expertise taking a “first-time right, on time, in full” approach. This includes a-hoc requests as well as scheduled/ regular activities. Adhere to (data) standards, processes and policies without losing the “human touch”. Take ownership for scheduled activities, liaising with the global Centres of Excellence and local People Function teams
  • Case Management: Assume responsibility for the full documentation and resolution of cases. Actively monitor the status of requests against SLAs and strive for excellence in customer experience and quality of the service provided. Proactively manage the expectations of internal and external stakeholders
  • Knowledge Management: Actively use available documentation to provide consistent service. Partner with the global Centres of Excellence to ensure that documentation is kept up-to-date and continuously enhanced (incl. policies, manuals, standard operating procedures, etc.)
  • Technology: Promote the full use of self-service technologies, educating employees and managers on the available solutions and encouraging them to resolve queries on their own where possible. Stay abreast of enhancements and new technologies, embracing them in your daily work
  • Continuous Improvement: Play a key role in in continuous improvement efforts, in close partnership with the process owners

What are we looking for?

We are looking for someone who brings:

  • Keen interest in technology and how it can enable new ways of working. Ability to look beyond the status quo and drive improvements
  • Ability to work in a team and connect with others. Strong social skills and positive can-do attitude
  • Ability to effectively communicate complex concepts and build strong working relationships
  • Excellent listening skills and empathy when dealing with sensitive matters. Ability to handle confidential information appropriately
  • Strong focus on operational and customer service excellence
  • Outstanding attention to detail and excellent problem-solving skills
  • Drive to learn and develop

 

  • Work experience: Preferably previous experience in providing high quality first level support in an international HR shared services environment, or equivalent. Recent graduates with other work experience (e.g. internships) can also be considered
  • Functional skills: Good understanding of People Function processes across the employee lifecycle. Ideally experience with related enabling technologies (incl. Service Now and/ or SAP SuccessFactors)
  • Languages: Excellent English in verbal and written communications. Other languages (French or Arabic) are a plus


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