Senior Specialist HR (PRO / GRO) KSA

Job Summary
The Senior Specialist HR (PRO/GRO) is responsible for the efficient and compliant management of all Public and/or Government Relations (PRO/GRO) matters associated with both Mercans’ Saudi entity and its employees, as well as Mercans’ clients and their employees within the Kingdom of Saudi Arabia (KSA). This role demands a thorough understanding of KSA labor laws and government procedures, and excellent organizational skills to ensure seamless service delivery and high client and employee satisfaction.

Duties & Key Responsibilities:
End-to-End Management of Government Portals:
Act as the primary administrator for all relevant government portals, including Qiwa, Muqeem, Mudad, GOSI, Chamber of Commerce (COC), Ministry of Foreign Affairs (MOFA), Ministry of Labor (MOL), and others.
Ensure timely and accurate data entry and updates across all portals.
Monitor portal changes and updates and communicate relevant information to stakeholders.
Troubleshoot portal-related issues and resolve them promptly.
Visa and Immigration Management:
Manage the complete visa issuance process, from application to approval, including quota management and delegation.
Prepare and execute employment contracts related to visa and immigration matters, ensuring compliance with legal requirements.
Liaise with external agents, embassies, and consulates to facilitate visa processing.
Provide comprehensive home country support to expatriate employees, addressing their immigration-related queries.
Execute in-country procedures for visa processing, including medical examinations and documentation.
Oversee the sponsorship transfer process, ensuring a smooth transition.
Employee Onboarding and Offboarding:
Assist in the registration of new employees with relevant local authorities.
Maintain accurate and up-to-date employee HR files and documents, both physical and digital.
Track the expiry dates of employment contracts, visas, and Iqamas, and generate timely alerts for renewals.
Manage the Iqama renewal process, ensuring compliance with government regulations.
Facilitate the issuance of exit/re-entry visas.
Manage the end-to-end final exit process during employee offboarding, including cancellation of visas and Iqamas.
Benefits and Compliance:
Manage group medical insurance policies, including broker management, obtaining competitive quotes, executing policy agreements, and handling renewals.
Monitor and ensure compliance with Saudization/Nitiqat requirements, maintaining the necessary levels.
Provide support to the Payroll Team by offering insights into KSA labor regulations and assisting with payroll simulations during client implementations.
Process Improvement and Compliance:
Ensure strict adherence to all Standard Operating Procedures (SOPs) related to PRO/GRO functions.
Identify opportunities for process improvements and implement changes to enhance efficiency and compliance.
Stay updated on changes in KSA labor laws and regulations and ensure compliance with all legal requirements.
Client and Employee Relations:
Address client escalations related to PRO/GRO matters promptly and professionally, escalating to management when necessary.
Provide excellent customer service to both clients and employees, addressing their inquiries and resolving their issues efficiently.
Maintain a high level of employee satisfaction by providing accurate and timely information.
Minimum qualifications:
Minimum of 3-5 years of experience in HR, with a strong focus on PRO/GRO functions within KSA.
Diploma or bachelor’s degree in Human Resources, Business Administration, or a related field.
Excellent command of English and Arabic (both written and spoken).
Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook).
In-depth knowledge of KSA labor laws, regulations, and government procedures.
Strong organizational and time management skills.
Excellent communication and interpersonal skills.
SMART Performance Goals:
Client Retention Maximize client retention through proactive relationship management and service excellence.
Target: Maintain a client retention rate of at least 90%.
Client Satisfaction (CSAT) Ensure high levels of client satisfaction through excellent service delivery.
Target: Achieve an annual CSAT score of at least 90%.
Measurement: Quarterly surveys.
Client Escalations Minimize and effectively manage escalations, ensuring proactive issue resolution.
Target: Eliminate unexpected client escalations to senior management.
Client Service Level Agreements (SLAs) Consistently meet and exceed SLAs to uphold a high standard of service.
Target: Achieve an average SLA fulfillment rate of 95%.
Employee Satisfaction (ESAT) Foster a positive and engaging employee experience to drive motivation and performance.
Target: Achieve a minimum employee satisfaction score (ESAT) of 90%.
Measurement: Quarterly surveys.
AI/ML Backed Process Improvement & Documentation Enhancement Continuously support the department in leveraging AI, ML, and automation to optimize processes and enhance the employee and client experience.
EOR Documentation Toolkit Enhancement:
Objective: Update and improve Mercans’ EOR documentation toolkit using AI tools, including GPT agents, for an enhanced customer experience.
Targeted Documents:
Job Offer & Employment Contract Templates
Country Guides
FAQs & SOPs
Knowledge Base
Timeline:
Initial Update Deadline: End of Q2 2025 using AI/ML/Automation (e.g., GPT Agents) for document creation, updates, and improvements.
Ongoing Enhancement: Continuous updates based on user feedback, industry best practices, and evolving business needs.