BPO & Back-Office Outsourcing in the UAE

Our BPO service covers a broad range of back-office functions including: finance (accounts payable, accounts receivable, expense management, bank reconciliation, month-end close support); HR administration (onboarding, visa coordination, leave management, insurance administration, offboarding); procurement (PO processing, vendor management, contract administration); customer operations (inquiry management, order processing, CRM management); document management and compliance administration; and basic IT support. We can manage a single function or a comprehensive multi-function back office depending on client requirements.

Our operations team is UAE-based, working from our Meydan Free Zone offices in Dubai. We do not use offshore delivery centres for our UAE client work — all team members operate in the UAE, understand the local business environment, and are available during UAE business hours. This is important for functions requiring physical document handling, MOHRE interactions, FTA correspondence, and face-to-face bank or regulatory visits. For clients requiring on-site presence, we can also provide embedded team members working from client premises.

Data security is a critical element of our BPO service design. We operate under formal data processing agreements, implement role-based access controls, maintain comprehensive audit logs, and comply with UAE PDPL data protection requirements. Client financial and HR data is segregated by client environment and subject to strict confidentiality obligations. System access is managed through least-privilege principles and multi-factor authentication. We conduct annual security assessments of our BPO operations and provide clients with regular security compliance reporting.

Service level commitments are tailored to each client engagement and function. Typical SLAs include: accounts payable invoices processed within 48 hours of receipt; bank reconciliations completed within 2 business days of month end; HR new joiner onboarding administration completed within 5 working days; payroll processed and reviewed 3 business days before pay date; customer inquiry responses within 24 hours. We report against all SLAs monthly and conduct quarterly service reviews to assess performance and identify improvement opportunities.

Transition timelines depend on function complexity and the current state of documentation and processes. A single-function transition (such as accounts payable or payroll) typically takes 4-6 weeks including process documentation, system access configuration, team training, and a parallel-running period. A multi-function transition may take 8-12 weeks. We manage the transition as a formal project with a dedicated transition manager, weekly status reporting, and clearly defined go-live criteria that must be met before in-house operations are wound down.