About Dubai Holding Group Services:Group Services is Dubai Holding’s shared business services arm that provides consolidated business solutions in procurement, finance and human capital across the Group. With a commitment to talent, digital innovation and continuous improvement, it delivers best-in-class service, enhancing the Group's overall performance.Group Services is dedicated to transforming operations, elevating service quality and cultivating specialised teams focused on excellence and innovation.Group Services comprises of:Group Services Procurement delivers end-to-end value through strategic sourcing, supplier management, and contracting. Enabled by advanced technology, streamlined processes, strong governance, and data-driven insights, it ensures responsible sourcing, cost efficiency, and operational excellence.Group Services Finance manages financial transactions, budgeting, and reporting to ensure strong fiscal health and cash flow. It empowers informed decision-making through insights that drive sustainable growth and profitability.Group Services Human Capital manages the full employee lifecycle, ensuring a smooth journey from recruitment to offboarding while fostering a culture that values and supports people—the Group’s greatest asset.Empowering talent for the future:Group Services’ greatest strength lies in its people; their collective capabilities serve as the driving force of the company. Dedicated to creating a vibrant talent hub where challenging the norm leads to innovation, collaboration fuels creativity and caring for people and partners cultivates strong relationships, Group Services aims to build a foundation for sustained success. As a business that views success as a shared journey and celebrates every achievement along the way, Group Services offers the opportunity to grow, develop skills and make a meaningful impact.Dubai Holding Group Services proudly supports a diverse portfolio of companies:• Dubai Holding Real Estate• Dubai Holding Entertainment• Dubai Holding Community Management• Dubai Holding Land Estates• Dubai Holding Hospitality• Dubai Holding Investments• Dubai Holding Asset ManagementRole OverviewThe Lead – Human Capital Operations will be responsible for acting as the employee facing arm for the Group Services Human Capital (HC) for providing and enhancing quality operational support for operational HC services like service desk, employee filing, visa, OHC, pensions processing, leave management, assignment changes offboarding and payroll processing in line with established corporate and vertical specific policies and standard operating procedures. This role will be the escalation point for the first level support on employee queries across Human Capital areas in all verticals. They will also be responsible for managing admin related activities related to performance management and learning and development.About the Job:Employee Relations:Spearhead all HC related query resolutions that are provided to all employees and internal customers following clearly defined processes, in line with the set SLAs. Coordinate resolution with relevant teams within the Human Capital function (GS / Vertical), if required Monitor the effectiveness of LMS administration for mandatory or compliance learnings, including assignment of learners, tracking, completion, and monitoring report generation for respective stakeholders Ensure employee records are always up-to-date, and ensure confidentiality Effectively manage the profit and loss of the sub-function to optimize financial performance and achieve strategic objectivesGovernment Relations Management:Monitor the effective execution and compliance to government requirements, like processing employment permits, visas, occupational health cards, medical examinations, immigration related activities, and security clearances. Drive completion for all employees and eligible dependants, in line with internal and relevant authority policies and procedures Drive pensions management as per UAE laws and regulations for UAE and GCC nationals - oversee the registration, deregistration, transfers and liaise with relevant authoritiesOffboarding, EOS & Employee Assignment:Monitor the effectiveness of the offboarding process for employees Ensure correct and timely end of services payment Manage resolution on queries raised by employees (that escalate to this level) and facilitate acceptance, as required Drive completion of all documentation and sign offs related to redeployment of employees (including promotions, transfer, job code change etc) to ensure they accurately maintained. Coordinate with Vertical HC teams for specific information as requiredPayroll Management:Support and provide inputs to the DH Vertical stakeholders in annual manpower budgeting process for DH entities Govern the processes, guidelines and protocols for payroll activities in line with the overall DH values and guidelines Review effectiveness of payroll process and its adherence to relevant laws and regulations. Conceptualise and deploy improvements to align to leading practices Monitor the efficiency and findings of internal and external payroll audits and ensure timely closure Ensure accurate payroll costing is postedLeave Administration:Periodically review leave administration to ensure accurate records of leave entitlements, usage, balances, and accruals Advocate compliance with the organisation's leave policies and labour laws through capability building sessions and periodic communication Assess the compliance and user interface of the leave management system and monitor leave calendar updatesRelationship Management & Communication:Build and maintain strong relationships with key stakeholder managers, with focus on balancing empathy and data led administration of grievances and disciplinary actions Collaborate with Vertical HC teams to identify and address root causes of workplace issues and frequent and repetitive grievances by implementing proactive measures to mitigate risks Manage relationships with the key stakeholders in the verticals and drive customer satisfaction for the services provided.Continuous Improvement:Drive a continuous improvement culture in the sub-function in line with GS Strategy Periodically review metrics and reporting systems to measure the effectiveness of the inscope processes and lead the implementation of process improvements using LEAN Six Sigma Provide guidance on implementing improvements using LEAN Six Sigma Champion service management activities to ensure effective delivery of all services within the sub-function. Responsible for a healthy improvement pipeline in sub-function and initiating new LEAN Six Sigma Yellow and Green Belt projects Be a LEAN Six Sigma Champion by ensuring the employees achieve the right LEAN Six Sigma Certification in line with their job requirements; provide guidance and oversight for the LEAN Six Sigma projects executed within the sub-function.People Management:Spearhead the HC Operations sub-function and ensure individual and sub-functional objectives and priorities are in line with GS HC and overall GS objectives, and are met within the set milestones Provide day-to-day management and supervision to direct reports and support them in achieving their operational objectives Drive upskilling and continuous development within one’s own team in line with the capability requirement and service priorities of the GS HC function Build and promote a customer centric and service mindset culture, encouraging innovation and high performance within the teamQualifications, Experiences and Skills:Bachelor or Master’s degree in human resources, business administration, or a related field10-15 years of experience in employee relations or similar roles with at least 5 years of experience in a leadership role, preferably in a shared services organisation Strong knowledge of UAE employment laws and regulations Experience working in the Middle East region, especially UAE is preferred LEAN Six Sigma Green Belt Certification preferred Experience in similar Large-scale matrix organizations, Centre of Excellence or Shared Services background is highly preferred.Technical Skills/Competencies:Human Capital operations Legal compliances related to employees Risk assessment & reporting Employee relations Human Capital service delivery Process excellence and execution focusAbout the Benefits:At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Classification: Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.