Head of HR Shared Services (Kenya, Uganda, Nigeria, Ghana)

Head of HR Shared Services (Kenya, Uganda, Nigeria, Ghana)

Applicants must have experience with HR Shared Services/ HR Operations with international projects.

Our client is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services.

This is an amazing opportunity for a passionate and talented HR leader to innovate alongside a growing people team that is passionate and driven.

The Head of Shared Services will be responsible for ensuring their core people processes and policies keep pace with the changes in the company and cultivate an environment where each person thrives. Playing a key role on the shared services team and moving the company towards a progressive shared service model that supports scale into new markets.

To be successful in this role, you will take a true partnership approach to your work, thoughtfully balancing the needs of the team and the broader organization.

You will also work collaboratively with HR Centres of Excellence and the HR Business Partner function to develop and deliver integrated People solutions seamlessly and assist the regions as required.

Responsibilities

• Develop, implement, and review appropriate guidelines and procedures related to shared services and ensure all services delivered are done in line with this
• Provide line management support to the Shared Services Team through regular 1:1 meetings, feedback, and performance appraisals, along with effective coaching and direction, to ensure that process improvement is successfully articulated, agreed upon, embedded and where appropriate, reviewed.
• Build and manage the HR Operations Team to meet and continually improve transactional efficiencies and develop mechanisms to promote consistency in the application of these across the HR Operations Team
• Partner effectively with our client’s Centres of Excellence (Performance Management, Recruitment, Learning, and Development) and HRBPs to ensure HR operational processes meet business needs
• Accountable for implementation, maintenance, and management of the companys HR Information Systems, including ensuring the establishment of an implementation plan and team, sensitization of staff, and overall adoption across the board.
• Custodian of HR policies, leading the charge in developing and documenting HR policies and guidelines. This includes managing and implementing established policies and practices as well as ensuring sensitization/awareness of these policies by all levels in the organization.
• Liaise with our client’s Legal and Compliance team to ensure HR Compliance of policies with employment legislation and internal organizational practices. Responsible for managing, inventorying, assessing, controlling, and developing compliant policies/procedures to reduce risk
• Establish and oversee the Global HR Ticketing System (including required KPIs and SLAs) to provide greater visibility of requests/response time as well as ensure that this service meets internal and external data protection and confidentiality standards and that it is continuously developed to meet the changing needs within the organization
• Lead on process optimization to achieve excellence in transactional service delivery through removing duplication, and unnecessary steps/checks, introducing regular quality checks and defining respective roles and responsibilities with greater clarity
• Point person for people data. This entails managing general requests data from HRIS and other functions within the people team (e.g. demographic, retention, and advancement data, etc), managing historic and current data, and fulfilling one-off reporting requests to various stakeholders
• Drive effective coordination (records and document processing) between HR Shared Services and the in-house payroll management team. This also includes direct management of 3rd party contract management and payroll.
• Monitor new laws or regulations related to HR compliance and drive continuous process improvement as well as documentation
• Manage local vendor relationships and SLAs to optimize operational effectiveness and employee experience (Global Mobility, Medical, GPA/WIBA/GLA, HRIS)
• Measure and monitor existing employee relations, wellness, and welfare programs and experiences to track impact and adjust accordingly
• Develop and implement mechanisms in collaboration with HRBPs to coach line managers in handling employee issues including employment law and internal policy application queries i.e., grievance and disciplinary matters and so forth

• Place PEOPLE at the centre of everything
• Work closely with HRBPs and other HR functional HoDs to improve how HR transactions are managed based on creating process efficiencies and service level improvements.

• Build and lead a team of operational generalists and specialists that are knowledgeable, driven, and deliver impeccable customer service
• Ensure positive internal and external working relationships within the HR Operations Team and with their stakeholders/customers.
• Provide timely and actionable feedback to your team, bring a growth mindset to developing and coaching them
• Cultivate and nurture strong relationships with key stakeholders, other internal teams, and most importantly within People Team to become a trusted advisor.

• Enhance information sharing, modelling transparency, and openness in how you engage
• Experience with Rewards and Compensation schemes

Qualifications

• At least 8 years experience in a Global HR Shared Services role.
• Experience building a shared service/HR operations function across international markets
• Experience with multiple HR systems (Our client is looking to implement HiBob)
• Experience building a rewards, compensation, and benefits strategy
• Experience building a global contracting strategy within a technology department
• Experience developing HR policies across markets