Manager-Employee Welfare and Relations

About the Role / About the Job
We are currently recruiting for a Manager - Medical Team and Client Accommodation Team to join our Group Human Resources Team in Dubai. This role is responsible for leading employee welfare, employee relations, medical case management, accommodation welfare, and employee support activities across the assigned HR hub. The role ensures that employee concerns, medical incidents, disciplinary matters, welfare issues, and accommodation-related cases are managed effectively, consistently, and in compliance with company policies and regulatory requirements. The role oversees employee support throughout the employment lifecycle, including medical case management, welfare interventions, incident investigations, accommodation inspections, grievance handling, and deceased employee cases. Additionally, this role is responsible for identifying welfare-related risks, monitoring associated costs, maintaining accurate reporting and trackers, and driving continuous improvement through data analysis and operational oversight. This position plays a key role in safeguarding employee wellbeing, ensuring compliance, reducing operational and financial risks, and delivering a positive employee experience through effective leadership of the Employee Welfare and Relations function.

Financial Responsibilities:

• Monitor and escalate medical cases approaching or exceeding insurance coverage limits, ensuring potential financial exposures are identified and managed proactively.
• Prepare and submit weekly reporting of uninsured medical expenses and company-incurred medical costs to Finance to support cost monitoring and budget control.
• Oversee accurate processing of employee exits, disciplinary outcomes, and welfare-related cases to minimize financial, legal, and operational risk.
• Support the Head of HR with management information, cost trends, and welfare analytics to enable informed decision-making.

Customer Responsibilities:

• Manage employee welfare concerns, grievances, medical cases, and support requests professionally, empathetically, and within agreed service levels.
• Act as the escalation point for complex welfare, medical, accommodation, and employee relations matters.
• Maintain effective communication with employees, stakeholders, accommodation teams, and external parties to ensure timely issue resolution.
• Ensure hospitalized employees receive appropriate welfare support, including visits where applicable, and ongoing communication throughout recovery.
• Manage the end-to-end deceased employee process, coordinating with families, embassies, authorities, clients, and internal stakeholders.

Process Responsibilities:

• Ensure all work-related and non-work-related medical incidents are accurately recorded, investigated, tracked, and closed.
• Oversee the medical case tracker, ensuring accurate updates and effective handovers to maintain continuity of case management.
• Monitor sick leave trends and take appropriate action when absences approach or exceed company or statutory thresholds.
• Lead disciplinary, grievance, investigation, and termination processes from initiation to closure.
• Ensure Incident Reports are assigned, investigated, actioned, documented, and closed within agreed SLAs.
• Oversee accommodation inspections and client accommodation visits, ensuring findings and corrective actions are documented and completed.
• Maintain accurate welfare, accommodation, medical, and employee relations records and trackers.
• Ensure welfare, accommodation, health, safety, and living condition concerns are escalated and resolved within agreed timelines.

Innovation Responsibilities:

• Use Power BI dashboards, tracker data, and welfare analytics to identify trends, risks, recurring issues, and opportunities for improvement.
• Conduct regular quality reviews to monitor KPI and SLA performance and implement corrective actions where required.
• Identify recurring employee welfare, accommodation, medical, and employee relations concerns and work with stakeholders to implement preventive solutions.
• Promote employee engagement with the ESP platform, ensuring welfare concerns are raised, tracked, and resolved through appropriate channels.
• Drive continuous improvement of welfare, medical case management, accommodation inspection, and employee relations processes through data-driven insights and operational oversight.

Selection Criteria:

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• Demonstrable working knowledge of UAE labor law and amendments.
• Minimum 2 years of direct people management experience, leading a team of 4 or more HR professionals.
• Strong operational capabilities across the Microsoft Office suite and MI applications are a must. Solid experience in roles where a high volume of data is involved.
• MS Office - Advanced
• Power BI – Basic
• SharePoint – Advanced.
• Advanced English speaking and writing level (i.e., EPT 4).
• Systems analysis skillset to quickly understand how databases, systems, and processes work, always seeking to improve efficiencies as well as making the most of the information available.