Question
Part C. (A.C 2.1, 2.2, 2.3) (900 words)
Write a report that:
Identifies 3 users of HR services internal to your organisation and for each of them at least 2 key needs
Explains how HR/L&D can ensure the needs of these 3 service users are prioritised effectively
Identifies 3 methods of communication to your service users and explain the advantages and disadvantages of each
Describes the key components of effective service delivery including building and maintaining good relationships, handling and resolving complaints, dealing with difficult customers, timely service delivery, budget implications and continuous improvement.
Solution
• Identifies 3 users of HR services internal to your organization and for each of them at least 2 key needs.
HR services cover the five SAMA Deputyships, branches and the Institute of Finance. Under each of these entities there are several departments and management units. For example, HR services cover the Investment, Supervision and Banking Operations Deputyships.
The HR Function is responsible for planning, organizing and conducting training and learning activities for personal of these entities. Training needs for SAMA employees are defined by HR Function. Details can be discussed with supervisors of such employees. The HR Function makes contacts with approved training institutions to enroll potential nominees and follow up all the process until the trainee is back to SAMA. Effectiveness and outcomes shall be evaluated by the HR to determine ROI.
The HR Function is also responsible for managing Payroll for SAMA employees. The Payroll is responsible for transferring wages to employee bank accounts each month. They also take care of wage deductions, record keeping and verifying the reliability of pay data. The payroll department delivers payroll checks, maintains compliance with formal rules and regulations applicable in Saudi Arabia, records paperwork for new hires and edits existing employee files. Payroll professionals are also responsible for calculating reimbursements, bonuses, overtime and holiday pay.
• Explains how HR/L&D can ensure the needs of these 3 service users are prioritized effectively.
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