Talent Services (TS) is a core service line within the Global Delivery Services organization, providing multiple HR support services including Recruitment support, Onboarding support, People Data Administration, Learning Administration, Cross Border Travel, Global Mobility and Performance Management support to EY member firms. TS provides services to the country, sub-area, area and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure.
These services are delivered from our centers in Kerala and Bangalore, India; Buenos Aires, Argentina; Wroclaw, Poland; and Manila, Philippines. TS team delivers consistent, high-quality and operationally efficient HR transactional services to EY through a globally efficient and effective network of GDS centers.
Virtual Talent Hub (VTH) for the respective function is an integral part of TS service offerings where the extended delivery model is used along with high-quality skills and competencies delivered virtually. This is across service lines and regions delivering nonrepetitive project-based work through skilled, agile teams. The team in the virtual hub is an extension of the regional talent teams and will cover operational/non-transnational scope.
Talent Operations VTH supports a specific Region and acts as part of the extended Region Talent Enablement team.
VTH works in a fully integrated way with onshore colleagues participating in meetings, projects, and planning activities as part of one team. The Team supports the region in performing operational and administrative tasks to allow the onshore team to focus on consultative and strategic activities based on the priorities of the region.
This role will directly work predominantly with the MENA Employee Relations Team and be responsible for the delivery of critical activities and tasks involved in supporting employee relations (ER) case administration, data entry and record keeping, report creation, documentation review and creation, and support for team operations. Support will be required on other tasks and projects as required.
The successful candidate should have a professional attitude to deal with highly confidential and sensitive information. They must ensure compliance with Data Privacy and Protection within local, regional, and global guidelines. They should also adapt to a constantly changing legal framework and growing business environment.
Shift Aligned to the shift timings/schedule of the Region
Essential Functions of the Job
ER Case Management Administration and Support
Work closely with the MENA employee relations team to provide support for case management administration tasks to ensure timely support and guidance is provided to the business.
- Supporting with ER case management due diligence including
- Locate details in SuccessFactors, including employment status, rank, FTE, remuneration, EY start date, date of birth and visa status.
- Download relevant details such as employment agreements, variation letters, extended leave agreements and any other relevant documents.
- Locate details in SAP including leave balances and planned leave.
- Work with the Visa Management Team to obtain details of visa status if relevant.
- Liaise with the relevant teams to download LEAD feedback reports and history via SuccessFactors.
- Complete searches for any previous ER matters.
- Create case management folders at the commencement of a case in alignment with the standard folder set-up guidelines.
- Support with administration throughout the duration of an employee relations case, including
- Complete rehire checks and inform Talent Acquisition (as needed).
- Use existing templates to prepare basic documents associated with case management, for example, meeting invite letters and file notes for personnel records.
- Assist the case manager and collaborate with related teams to facilitate a smooth employee separation process including updating relevant systems, arranging for courier services if required and liaising with Onsite Services for return of equipment.
- Work with the Talent Operations team to process invoices related to case management including invoices from medical providers, independent medical examinations and other providers as required.
Data Entry and Record Keeping
Complete data entry and record keeping tasks on behalf of the case managers using the following systems
- ERCM
- Support with creating Grievance / Disciplinary investigation records for cases managed by the ER Team and regularly update information including any documentation to ensure timely closure of cases.
- Follow up with the relevant HR Ops team on the current status of open cases and ensure alignment with the mandated SLA to ensure cases are closed within the specified timeframe.
- SuccessFactors process updates to employee profiles, including separations.
- ServiceNow update case management fields in alignment with the SNOW Matrix and assist with ServiceNow audits to ensure case management data accuracy.
- CM9 upload case management documents to employee personnel files as required.
Report Creation
- Understand the data available through ERCM, SuccessFactors and People Insights and how the data points relate to one another.
- Extract case data from ERCM into Microsoft Excel and perform basic data cleansing and validation processes to ensure data integrity.
- Extract data from People Insights and SuccessFactors and combine with ERCMS case data to provide additional data points for reporting and analysis.
- Track and report on ER case trends, resolution timelines, and recurring issues to support strategic decision-making.
- Collaborate with People Analytics to develop new dashboards or metrics that provide deeper insights into ER activity.
- Prepare monthly reports to provide updates on the ongoing ER cases and current status of each.
- Troubleshoot technical queries in relation to reporting, working with the People Analytics team.
- Prepare reporting templates for regular reporting requirements and ensure case managers complete any associated tasks within the required timeframes and the reports are delivery on time to key stakeholders, e.g. the quarterly WHS report.
- Support with ad hoc reporting requests.
Training & Knowledge Management
- Maintain a repository of ER training materials, FAQs, and process guides on SharePoint or Talent Hub.
- Support the scheduling and logistics of ER-related training sessions, webinars workshops.
Process Improvement & Automation
- Identify opportunities to streamline administrative workflows using automation tools (e.g., Power Automate, Excel macros).
- Propose enhancements to existing templates, trackers, and reporting formats to improve usability and efficiency.
Policy & Compliance Support
- Monitor upcoming changes in labor laws or internal policies and flag potential impacts to ER processes.
- Coordinate periodic reviews of ER-related policies and ensure timely updates in collaboration with policy owners and legal teams.
- Accountable for reviewing and updating policy documents in collaboration with designated policy owners, ensuring all revisions are accurately incorporated.
Team Operations Support
- Update SharePoint and ER Toolkit pages as required, such as creating new pages within existing SharePoint sites, uploading new resources, removing old resources and updating user access.
- Maintain and update team meeting invites including ensuring the relevant meeting hosts are prepared for the meeting in advance of it occurring.
- Update team organisational charts in Microsoft PowerPoint and upload to the relevant SharePoint pages.
- Provide support for team onboarding and offboarding processes including updating system accesses and scheduling onboarding training in alignment with the MENA ER Team onboarding plans.
- Maintain a centralized log of ER case milestones and deadlines to ensure timely follow-ups and compliance.
- Ensure confidentiality and data protection protocols are strictly followed in handling sensitive employee information.
- Develop and maintain a checklist for ER case administration to ensure consistency and completeness across all cases.
Additional Duties
- Identifies opportunities for improvements including to processes and management of systems.
- Understands the systems and tools that help to support ER processes.
- Support any or all administration requests.
Knowledge and Skills Requirements
- Demonstrates the ability to proactively plan delivery of critical tasks and outcomes.
- Excellent written and verbal communication to understand and discuss instructions and know when to ask clarifying questions.
- Proficient with Microsoft Suite including Excel, PowerPoint, Word and SharePoint.
- Ability to learn new systems quickly to apply knowledge in day-to-day tasks.
- Strong attention to detail and data administration skills, having confidence when working with confidential data from various sources.
- Proficient in taking accurate and timely minutes during meetings and providing support to the ER Team members with ongoing ER investigations.
- High degree of organisational skills and the ability to manage competing priorities and multiple tasks simultaneously, escalating any timeline clashes early to allow for resolution.
- Ability to be successful in a virtual team environment, working with limited supervision.
Job Requirements
Education
- Bachelor s degree, preference will be given for those with HR Specialization
Experience
- Minimum of 4+ years of progressive experience in HR or related field at a coordinator or administrative level
- Demonstrated experience working with different stakeholders with competing needs
- Working in international and diverse environments
