Mutaz Al-Rawajbeh

Analytical and results-oriented Human Resources professional with expertise in HR Shared Services, payroll operations, and people analytics. Proven track record managing end-to-end payroll for over 10,000 employees across multiple regions with 100% accuracy and 95% SLA achievement. Skilled in leveraging data analysis to optimize HR processes, ensure compliance, and support strategic decision-making.

Experienced in HR systems including SAP SuccessFactors and Microsoft Office Suite, with a strong focus on continuous improvement and operational excellence.

HRSS Senior Specialist - Aramex - Amman, Jordan

(2024-06)

• Spearhead HR Shared Services operations, ensuring accurate payroll and benefits administration across multiple regions with 0% errors.
• Mentor and train junior specialists, fostering a culture of excellence and compliance with HR policies and local regulations.
• Lead annual payroll and benefits reporting, preparing audit-ready documentation aligned with company and legal standards.
• Utilize data-driven insights to enhance process efficiency and employee experience, achieving consistent SLA compliance.

HRSS Specialist - Aramex - Amman, Jordan

(2023-06 - 2024-05)

• Processed multi-country payrolls for over 10,000 employees across the GCC, Jordan, Egypt, Hong Kong, Algeria, and Georgia.
• Ensured 100% accuracy and 95% SLA compliance in payroll execution and employee services.
• Conducted variance analysis and resolved complex discrepancies through data validation and process improvement initiatives.
• Partnered with HR Business Partners and Finance to streamline payroll workflows and enhance employee experience.

Outsourcing Services Executive - Aramex - Amman, Jordan

(2023-03 - 2023-06)

• Coordinated between internal teams and external customers or partners to ensure seamless outsourced service delivery.
• Escalating critical risks to stakeholders as required.
• Monitored service performance metrics and compliance with SLAs to maintain customer satisfaction and operational excellence.

Service Recovery Team - Aramex - Amman, Jordan

(2021-10 - 2023-03)

• Led service recovery operations, identifying root causes and implementing corrective actions to prevent recurrence and ensure 0% red money.
• Managed compensation requests and maintained adherence to company standards and customer satisfaction KPIs.

Customer Experience & Support Roles - Aramex - Amman, Jordan

(2019-10 - 2021-09)

• Delivered high-quality customer support and issue resolution, strengthening client satisfaction and retention with more than 95% evaluation.
• Coached contact center teams and monitored service quality to ensure consistent, compliant delivery.
• Supported onboarding and continuous training of new hires to enhance service and performance standards.

Bachelor's Degree - Engineering - Hashemite University (2014-09 - 2019-09)