Senior HR Shared Service Officer

Job Purpose

The Senior HR Shared Service Officer is responsible for delivering accurate, timely, and compliant HR operational services throughout

the employee lifecycle. The role manages personnel administration, government relations, social insurance, payroll coordination, employee documentation, and

HR service requests while ensuring compliance with Egyptian labor and social insurance regulations and maintaining high service standards.

Key Responsibilities

1. Employee Lifecycle & HR Operations

• Manage day-to-day HR operational activities across the full employee lifecycle, from onboarding through separation.
• Coordinate employee onboarding activities, ensuring all required documentation is completed accurately and within established timelines.
• Create and maintain employee personnel files, ensuring records are complete, accurate, confidential, and compliant with company and statutory requirements.
• Prepare and maintain employment contracts, amendments, renewals, and other employment-related documentation.
• Ensure employee data is accurately maintained and regularly updated in the HRIS and relevant personnel records.
• Coordinate employee transfers, promotions, changes in employment status, and other personnel movements.
• Manage offboarding processes, including resignation documentation, clearance procedures, final documentation, and coordination with relevant internal functions.
• Ensure timely completion and archiving of employee documentation throughout the employee lifecycle.
• Conduct regular personnel file audits and follow up on missing or expired documents.

2. Government Relations & HR Compliance

• Manage and coordinate employee social insurance activities in accordance with applicable Egyptian regulations.
• Prepare, process, and follow up on Social Insurance Form 1, Form 2, and Form 6, ensuring accurate and timely submissions.
• Coordinate employee registrations, amendments, transfers, and terminations with the relevant social insurance authorities.
• Maintain accurate social insurance records and reconcile employee information between internal HR records and government documentation.
• Liaise with Labor Offices and relevant governmental authorities on HR-related matters and official requirements.
• Support inspections, audits, and government inquiries by preparing the required employee and company documentation.
• Coordinate the administration of employee medical insurance, including enrollments, deletions, employee changes, and related documentation.
• Monitor regulatory developments affecting HR operations and support the implementation of required changes.
• Ensure HR practices, records, and processes remain aligned with the Egyptian Labor Law and applicable social insurance regulations.
• Maintain proper documentation and evidence of statutory compliance.

3. Payroll & Benefits Coordination

• Coordinate with payroll and finance teams to ensure accurate and timely monthly payroll processing.
• Review and consolidate monthly payroll inputs, including attendance, leave, overtime, allowances, deductions, bonuses, commissions, and other variable compensation elements.
• Monitor employee attendance and leave records and follow up on discrepancies before payroll cut-off.
• Validate employee master data and changes affecting payroll, including new hires, terminations, salary changes, transfers, and benefits.
• Coordinate payroll-related employee queries and support timely resolution of discrepancies.
• Assist with payroll reconciliation and conduct preliminary checks to identify errors or inconsistencies.
• Coordinate benefits administration and ensure employee eligibility and enrollment information is accurately maintained.
• Maintain appropriate confidentiality when handling payroll, compensation, and employee information

4. HR Service Delivery & Ticketing

• Serve as a key point of contact for employees and managers regarding HR operational inquiries and requests.
• Manage HR service requests through the designated HR ticketing or case-management system.
• Respond to employee inquiries professionally and within established Service Level Agreements (SLAs).
• Investigate and resolve HR operational issues, escalating complex or sensitive matters when appropriate.
• Issue employment certificates, salary certificates, experience letters, confirmation letters, and other HR-related documentation.
• Provide employees with accurate guidance regarding HR policies, procedures, benefits, documentation, and employment-related processes.
• Maintain accurate records of employee requests, resolutions, and supporting documentation.
• Monitor ticket volumes, aging, response times, and resolution rates to identify service-delivery gaps.
• Contribute to a positive employee experience by providing consistent, responsive, and customer-focused HR support.

5. HR Data Management, Reporting & Process Improvement

• Maintain accurate and up-to-date employee information within the HRIS and related HR databases.
• Generate and maintain monthly HR operational reports and dashboards covering areas such as headcount, turnover, onboarding, offboarding, absenteeism, leave, employee movements, and service requests.
• Conduct regular data audits to identify inconsistencies, duplicate records, missing information, and other data-quality issues.
• Support HR reporting and provide accurate data for management decision-making.
• Develop, review, and standardize HR Standard Operating Procedures (SOPs) and process documentation.
• Identify opportunities to improve HR service delivery, reduce manual processes, and increase operational efficiency.
• Support the implementation and enhancement of HRIS, workflow, and employee self-service solutions.
• Participate in HR projects and process-improvement initiatives as required.
• Ensure appropriate controls are maintained over sensitive employee data and HR documentation.

Required Qualifications & Experience

Education

• Bachelor's degree in Human Resources, Business Administration, Management, or a related field.
• Professional HR certifications are an advantage.

Professional Experience

• 4–6 years of progressive experience in HR Operations, HR Shared Services, Personnel Administration, or a similar HR function.
• Practical experience in Egyptian HR operations and employee lifecycle management.
• Hands-on experience with social insurance procedures, Labor Office requirements, personnel documentation, and payroll coordination.
• Previous experience supporting a medium to large employee population or a multi-site organization is preferred.

Required Hard Skills

• Strong practical knowledge of Egyptian Labor Law and relevant HR regulations.
• Strong knowledge of Egyptian Social Insurance regulations and processes, including Forms 1, 2, and 6.
• Practical understanding of Labor Office procedures and government HR compliance requirements.
• Experience with HRIS platforms such as SAP, Oracle, ZenHR, Workday, or similar systems.
• Strong proficiency in Microsoft Excel, including data analysis, lookups, pivot tables, reconciliation, and HR reporting.
• Good understanding of payroll processes, attendance systems, leave management, and employee benefits administration.
• Ability to maintain accurate HR records and handle sensitive employee information appropriately.
• Experience with HR ticketing, case-management, or employee-service platforms is an advantage.

Required Soft Skills

• Strong customer service and employee-service mindset.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving capabilities.
• High attention to detail and accuracy.
• Strong organizational and time-management skills.
• Ability to prioritize multiple requests and consistently meet deadlines and SLAs.
• High level of confidentiality, integrity, and professionalism.
• Ability to work effectively with employees, managers, payroll, finance, recruitment, and external authorities.
• Proactive approach to identifying operational issues and recommending practical solutions.
• Ability to work independently while also contributing effectively within a team.

Languages

• Arabic: Fluent — written and spoken.
• English: Fluent — written and spoken.

Key Competencies

• HR Operations & Shared Services
• Employee Lifecycle Management
• Personnel Administration
• Egyptian Labor Law & Compliance
• Social Insurance Administration
• Payroll Coordination
• HRIS & HR Data Management
• Employee Relations & Service Delivery
• HR Reporting & Analytics
• Process Improvement
• Confidentiality & Data Integrity

Key Performance Indicators (KPIs)

The role may be evaluated against KPIs including:

• Accuracy and completeness of employee records and personnel files.
• Timeliness and accuracy of onboarding and offboarding processes.
• Compliance with social insurance and Labor Office requirements.
• Accuracy and timeliness of payroll inputs.
• HR service request response and resolution times against agreed SLAs.
• Employee service quality and satisfaction.
• Accuracy and timeliness of monthly HR reports.
• Completion of personnel and HR data audits.
• Reduction of recurring operational errors and process gaps.
• Successful implementation of HR process improvements and SOP standardization.