Regional HR Service Manager in Dubai, United Arab Emirates

As Amazon continues to build its Shared Services model in EMEA it is essential that operational delivery scales successfully with a strong focus on quality, compliance, standardization and automation.

The Regional HR Services Manager (based in Dubai) will manage the operational delivery team providing services to a number of countries and Amazon businesses across the region. They are expected to both ensure the delivery of customer centric services but also work hard to successfully understand the businesses and teams they support. Thereby, gaining the trust of senior EMEA HR and business leaders through service excellence, expert advice on HR Services and opportunities, and dealing effectively with any issues or concerns.

The EMEA HR Services team’s delivers employee life-cycle services to over 20 countries across EMEA, in multiple languages and from centralized hubs. These include standard services such as onboarding, data management, transfers, leaves and exits and also elements of learning, benefits and recruitment administration. The scope of services continues to increase as both Amazon grows and local / in country HR work to free up time to support the business with key strategic activities such as performance and talent management. The movement / transition of work to HR Services hubs is a key strategic priority with strong support from both wider HR and the businesses they support. The Dubai HR Services team will support countries in the Middle East but also support the other HR services hubs and wider EMEA region as required.

Success in this role is measured both by service metrics but also ongoing feedback from customers, team and peers. This feedback provides the baseline from which the role holder will continually strive to exceed expectations and ensure HR Services meets both current and future customer needs.

Job Tasks:

Key responsibilities are as follows:

  • Manage the overall operations of the Dubai HR Services team ensuring high quality delivery of services against agreed customer centric SLAs and KPIs and quality requirements. This includes employee lifecycle (starters to leavers), compliance, learning administration, benefits administration and recruitment related services.

  • Act as the main operational point of contact for senior HR and Business stakeholders ensuring their trust is gained through the delivery of high quality services, expert advice on HR Services and opportunities, and dealing effectively with any issues or concerns.

  • Ensure operational readiness of the team as further services transition into the service hub working closely with the EMEA Project Management Team. This could include both new services transitioning into the team and also increase scope due to Amazon business expansion.

  • Ensure compliance obligations are met, escalating issues / risks as required and working to identify and implement timely solutions.

  • Proactively seek customer feedback, acting as the escalation point as required and building, maintaining and implementing actions plans that both resolve issues but also proactively raise the bar re customer delivery.

  • Manage team capacity ensuring readiness ahead of time and balancing this with budgetary needs and value for the customer / Amazon.

  • Build and develop a culture that strongly reflects Amazon and the Leadership Principles acting as a role model for team, peers and wider HR.

  • Build a strong performance management culture that supports individuals career and development needs, as reflected by indicators such as internal promotions, retention and team surveys / feedback.

  • Work with the wider team and customers on process improvements as required ensuring scalable, efficient, compliant and frustration free delivery.

  • Identify, promote and utilize systems solutions to reduce human to human contact and enhance a self-service culture where solutions to HR queries can be found quickly and simply with a touch of a button.

  • Manage escalations as required ensuring that relevant stakeholders are aware of issues and delivering efficient and timely resolutions.

  • Highlight and share best practice with global shared service colleagues helping in the process towards standardization and consistency of service delivery and quality.

  • Educated to a minimum graduate level.

  • Significant Shared Services operational experience.

  • Proven operational experience with regard to HR “life-cycle” processes and process design across centralized and multi-site locations.

  • Experience managing budgets and cost targets / forecasting.

  • Fluent in English and a second EU language would be an advantage.

  • MBA or Post Graduate Degree.

  • Solid understanding of technical platforms, workflow tools and HR related business applications.

  • Knowledge of running shared service operations via captive, outsourced and / or onshore / offshore delivery platforms.

AMZR Req ID: 569576

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