Manager HR Services

Job Overview

The Manager HR Services leads the delivery of reliable, efficient and professional HR services for employees and business stakeholders. The role manages day-to-day service operations, develops team capability and ensures that requests are handled accurately and within agreed service levels. It also acts as a process expert for more complex operational questions, coordinating with local and global partners to resolve issues from start to finish.

Key Responsibilities

• Lead, coach and motivate the HR Services team, setting clear responsibilities and supporting performance and development.
• Manage daily service delivery and ensure requests are completed accurately, consistently and within agreed service levels.
• Resolve complex HR operations queries through to closure, coordinating with employees, local HR teams and global stakeholders.
• Monitor service indicators and prepare daily, weekly, monthly, quarterly and annual reports on quality and performance.
• Strengthen process discipline, policy adherence, documentation and compliance with internal standards and local requirements.
• Identify recurring issues and lead improvements that increase service quality, efficiency and the user experience.
• Support transitions of HR processes by documenting work instructions, preparing deliverables and coordinating handover and sign-off.

Requirements and Qualifications

• A university degree in Business Administration, Social Sciences, Psychology, Human Resources or a related field.
• At least six years of experience in HR shared services, HR operations or process management.
• At least two years of team leadership experience, preferably managing a team of approximately five.
• Hands-on knowledge of SAP HR, SuccessFactors and ServiceNow, together with strong understanding of shared-service operations.
• Fluent English and Arabic; French is an advantage.

Skills and Competencies

The manager should demonstrate practical leadership, strong communication and a service-oriented mindset. Organization, prioritization and problem solving are essential when managing high volumes and sensitive employee matters. The role requires comfort with systems, reporting and process documentation, as well as the ability to build effective relationships across cultures and functions. Microsoft Office proficiency is expected.