Job Purpose: 

The Head - Employee Relations & Services is accountable for the Bank s Employee Relations and Services operating model, ensuring fair Employee Relations, service excellence, reliable HC operations, payroll and benefits integrity, HRMS accuracy, and compliance with approved policies, governance requirements and applicable laws.The role promotes a fair, trusted and well-controlled workplace by managing employee matters with consistency, confidentiality and timely resolution, while using employee insights, service analytics and process improvement to strengthen employee experience and provide reliable assurance to the Chief Human Capital Officer. Key Accountabilities: Leads the Employee Relations & Services Unit and translates the HC operating model into practical service, governance, compliance and operational priorities. Owns the Employee Relations and Employee Services operating model, including the service catalogue, service-level standards, role accountabilities, escalation routes, hand-offs and management reporting, ensuring service excellence, responsiveness and consistency across all employee service channels. Establishes and maintains HC governance, control, policy, delegation and records-management requirements, ensuring responsibilities are clear, evidence is retained, exceptions are monitored and control weaknesses are remediated. Defines and monitors service-level agreements, turnaround times and performance indicators for Human Capital services, tracks adherence and breaches, drives root-cause analysis and corrective actions, and provides regular service-performance insights to strengthen accountability, responsiveness and continuous improvement. Provides practical and risk-based advice to HC leadership and line management on complex employment, conduct, compliance and employee-service matters, escalating material risks through the approved governance channels. Manages Employee Relations matters, including grievances, disciplinary cases, workplace concerns, investigations, appeals, mediation and policy interpretation, ensuring fairness, confidentiality, consistency, timely resolution and proper documentation. Oversees Payroll, Benefits Administration and employee lifecycle services, ensuring accurate and timely processing, effective controls, reliable reconciliations, secure handling of employee data and a consistent employee experience. Oversees all matters related to the Social Protection Fund (SPF), including monthly contribution processing, statutory reporting, coordination of insurance coverage for eligible leave types, reconciliation of SPF-related records and timely resolution of compliance or coverage matters in line with applicable requirements. Manages the Employee Health Insurance Program, monitors service-provider performance, resolves service issues, captures employee feedback, drives program improvements and facilitates tendering or renewal recommendations through the Management Tendering Committee. Ensures HRMS transaction accuracy and employee-data integrity, supports process standardisation and automation, and uses service analytics to improve turnaround time, control effectiveness, employee experience and operational efficiency. Leads, develops and manages the unit team, promoting accountability, service discipline, confidentiality, knowledge transfer, continuity and professional standards in all Employee Relations and Services activities.

Desired Candidate Profile

• Bachelor s degree in Human Resources, Business Administration, Law or a related discipline; a Master s degree is preferred.
• Professional certification in Human Resources such as SHRM-SCP, CIPD Level 7 or SPHR, is highly desirable.
• Minimum of 10 years of progressive Human Capital experience, including at least 4 years in a managerial role covering Employee Relations, HC Operations, Payroll Management, Benefits Administration or Shared Services.
• Demonstrated experience in Employee Relations case management, workplace investigations, HR operations controls, service improvement and HRMS-enabled process enhancement, preferably within a regulated financial services environment.
• Strong working knowledge of Oman Labour Law, SPF requirements, employment-related statutory obligations, data privacy expectations and governance requirements relevant to Human Capital.
• Excellent written and spoken Arabic and English, with the ability to prepare clear employee, governance and regulatory communications.