Concierge Lead

JASARA PMC, a joint venture between Public Investment Fund (PIF), Jacobs, and Saudi Aramco in the civil engineering industry, is seeking a Concierge Lead to join its team on Qiddiya site. The Concierge Lead is responsible for overseeing and managing the concierge services provided to XCS employees, ensuring a high level of support and assistance throughout their employment life cycle. This role is essential in ensuring a successful settling-in period and ongoing support for employees in their new location. The Concierge Lead will coordinate and deliver a range of services aimed at providing comprehensive support, including Saudi cultural awareness, employee support services for activation and termination family orientation, and schooling.

**SPECIFIC RESPONSIBILITIES**:

- Develop and implement standardized procedures, checklists, and resources to streamline service delivery and ensure consistent support.
- Coordinate and manage the delivery of services such as Saudi cultural awareness training, assisting with bank account setup, utilities activation, driving license acquisition, and other employee support services.
- Develop and maintain positive relationships with internal stakeholders, specifically IDT Mobilization and HR teams.
- Collaborate with external service providers to ensure seamless service delivery and timely completion of tasks.
- Act as the main point of contact for employees and their dependents, providing guidance and support throughout their employment life cycle, including offboarding.
- Establish and maintain relationships with local schools, educational institutions, and other relevant organizations to provide family orientation and support with schooling arrangements, once agreements have been reached.
- Maintain accurate records and documentation of concierge services, including employee requests, service agreements, and related communications.
- Stay updated with relevant local regulations, policies, and cultural practices to provide accurate information and guidance to employees.
- Conduct regular assessments of the concierge services and make recommendations for improvement or expansion based on feedback and evolving needs.
- Perform other duties as assigned by management.
- Work in line with a clearly defined SLA.

**KEY RELATIONSHIPS**:

- Supervision Received
- Project Support Manager
- Supervision Given
- Concierge Leads across QIC Delivery Team
- Internal Contacts
- All Departments and Divisions of QIC and the QIC Delivery Team
- External Contacts
- Government Agencies, Professional Organizations.

**Requirements**:

- **PREFERRED EDUCATION/EXPERIENCE**:

- 4-year degree and 10+ years of related work experience, coordinating high volume, customer service-related services, fast paced.
- Proven experience in managing concierge or similar services, preferably in a corporate or relocation setting. Strong knowledge and understanding of Saudi culture, customs, and local practices. Experience in coordinating services and liaising with external vendors or service providers. Familiarity with employee support services such as bank account setup, utilities activation, driving license acquisition, and school enrollment processes.
- **SKILLS/COMPETENCIES**:

- Proven ability to lead a team of HR professionals, the ability to drive excellence in field of expertise, focusing on safety, quality and improvement of processes, mentoring, excellent written and oral communications skills, and a thorough knowledge of industry practices and regulations are required. Must also demonstrate the ability to effectively execute and manage complex tasks. Must possess high levels of integrity, be caring, flexible and demonstrate high levels of empathy and emotional intelligence. Must have strong business acumen with the ability to manage risk and actively problem solve with the ability to influence outcomes with stakeholders. Ability to network across departments and key external stakeholders whilst maintaining confidentiality at all times. Adaptable and resilient to change.