Manager & Talent Acquisition and Onboarding Service Lead

Dubai Holding; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent group in Dubai is looking for a Manager - TA and Onboarding Service Lead to oversee Talent Acquisition processes. The role demands excellence in service delivery and client management, ensuring compliance with service standards and fostering high client satisfaction. The ideal candidate has a Bachelor’s degree, experience in shared services, and skills in Root Cause Analysis. A strong focus on operational excellence and continuous improvement is essential to succeed in this position, which also offers a compelling benefits package.

Benefits

Competitive salary

Career development opportunities

Collaborative work environment

Qualifications

• Experience in service management, talent acquisition, onboarding, or shared services.
• Strong understanding of SLAs, SOPs, governance, and incident management.
• Hands-on experience with Root Cause Analysis.

Responsibilities

• Act as the primary escalation point for client service issues.
• Ensure timely, effective resolution of escalations.
• Lead Root Cause Analysis activities for service incidents.

Skills

Client and stakeholder management

Process improvement

Data analysis

Operational excellence

Education

Bachelor’s degree in Business, HR, Operations, or related discipline

Job description

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 specialized 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 Management

About the role

The Manager - TA and Onboarding Service Lead is accountable for the end-to-end management, governance, and continuous improvement of Talent Acquisition and Onboarding services. This role ensures consistent service delivery excellence, compliance with service standards, and high levels of client satisfaction across critical workforce entry processes. Oversees adherence to service standards, supports team capability development, and drives continuous improvement through data-driven insights and cross-functional collaboration. Main responsibilities include:

Client Management

• Act as the primary escalation point for client service issues and concerns related to Talent Acquisition and Onboarding services.
• Ensure timely, effective resolution of escalations while maintaining alignment with contractual commitments and service expectations.
• Build and maintain strong, professional relationships with clients and internal stakeholders to support long-term service success.

Service Delivery Management

• Ensure consistent adherence to agreed Service Level Agreements (SLAs) across Talent Acquisition and Onboarding services.
• Own the governance, maintenance, and periodic review of Standard Operating Procedures (SOPs) to ensure accuracy, compliance, and operational effectiveness.
• Lead Root Cause Analysis (RCA) activities for service incidents and operational failures, ensuring corrective and preventive actions are implemented and tracked.
• Proactively identify operational risks and potential failure points within Talent Acquisition and Onboarding processes and implement mitigation strategies.
• Partner with other HC and group services teams to ensure seamless, end-to-end service delivery across functions.

Team Leadership and Support

• Support the onboarding and training of new team members, ensuring readiness and alignment with service standards.
• Enable continuous functional and technical skill development within the team.
• Provide ongoing guidance, coaching, and subject matter expertise to ensure consistent performance and service excellence.
• Promote a culture of accountability, quality, and continuous improvement within the team.

Data Analysis and Performance Reporting

• Analyze service delivery and operational performance data to identify trends, risks, and improvement opportunities.
• Provide actionable insights and recommendations for Monthly Operations Reviews (MOR) and Monthly Service Reviews (MSR).
• Support capacity management and demand forecasting through data-driven analysis.
• Support leadership decision-making through accurate, timely, and meaningful performance reporting.

About you

The preferred candidate for this role should possess the experience and credentials:

• Bachelor’s degree in Business, HR, Operations, or related discipline
• Experience in service management, talent acquisition, onboarding, or shared services
• Strong understanding of SLAs, SOPs, governance, and incident management
• Hands‑on experience with Root Cause Analysis and process improvement
• Lean Six Sigma Green Belt certification is a plus
• Excellent client and stakeholder management skills
• Proven ability to drive operational excellence and process improvements.
• Strong analytical, problem-solving, and team coaching capabilities

About 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.