General Manager, HR Shared Services at CDL Human Resource

Reporting to the Head of Human Resources, the position holder will be required to design, develop and setup the HR Shared Services function that nurtures a great employee experience by driving simplification, automation, and digitization of the employee life cycle while delivering a fit for purpose HR Service Delivery model. The Job Holder will play a key role in co-shaping a great place to work where the entire Employee Value Proposition enables superior staff productivity and engagement.

Job Responsibilities

• Oversee the HR service delivery and operations model, ensuring efficient, inclusive and world class delivery aligned to organizational priorities and direction, including recruitment and onboarding, contracts and benefits administration, payroll, training and career advice, relocation and mobility, employee relations, social security, occupational health, and safety, and offboarding.
• Lead the design and execution of an HR service delivery model that is efficient and responsive to the needs of the organization across all its subsidiaries, and which supports the workforce deployed in all our countries.
• Identify opportunities to advance a regional shared services work-way and oversee its implementation, including the use of cost-benefit analysis during implementation to transition the organization into more cost-effective practices that promote the seamless integration and delivery of great service.
• Build and coach the Service Delivery and Operations team, developing and expanding capabilities, promoting collaboration, knowledge sharing, and the attainment of the established service delivery quality metrics, motivating, and empowering the team to achieve excellence.
• Disseminate and educate managers and staff on Human Resources policies, standard Operating Procedure, and guidelines, and provide feedback to HR specialist and Generalists teams on the efficacy and impact of policies on business operations to ensure consistency in implementation and to inform policy reviews or the development of new policies.
• Create and drive strong internal communication channels to engage internal stakeholders (Staff) for outreach and collaboration, as well as multiple feedback channels to understand and align needs and opportunities for continuous services improvement.
• Develop and oversee the implementation of the organization HR service delivery accountability framework and service level agreements, with KPIs linked to organizational strategy and objectives.
• Set service delivery quality standards regionally, and in-country, to ensure services are supportive of business objectives and are delivered in a cost-effective manner.
• Integrate innovative approaches and evaluation/monitoring mechanisms of service delivery in response to evolving organizational needs and best practices

Key Deliverables

• A service delivery strategy of HR solutions, developing and executing the program roadmap, working with process owners, internal and external stakeholders, and service providers
• A framework and roadmap for the transition of work into the Shared Services.
• Big HR data and Analytics to help influence changes to the HR operations, process, and programs
• HR Policies and processes are properly documented and adhere to the control framework applying a risk-based approach and support all audit requirements.
• HR Standard Operating Procedures (SOPs.)
• Service Level Agreements (SLAs) signed between the HR Shared Services function and the client functions
• Employee Engagement and Net Promoter Surveys
• Staff Exit- Interviews and insights reports
• Management of the HR regulatory compliance register, risk register and self-audit assessments.

Compensation and Benefits:

• Ensure the accuracy of employee payroll and personal income tax in accordance with company policy and guidelines while ensuring compliance to local laws
• Work closely with Finance team on payroll and employee expenses accounts
• Take on management, administration and processing of other employee benefits (i.e., medical insurance, life insurance, etc.)
• Stay updated with the employment and salary trends in the market to ensure the hiring process stays relevant

HR Employee Services

• Support and guide employees on HR enquiries and requests
• Support employee travel requirements in co-ordination with facilities team like: Visa, Permits, travel tickets, accommodation, etc.
• Implement new employee initiatives for employee engagement and productivity
• Work closely with Head of HR and HRBPs to drive the high-performance culture though performance management system
• Manage and maintain HR Service Level Agreement (SLA)
• Manage and own seamless on-boarding and off-boarding process

Process Management

• Take ownership and lead the implementation of new process by implementing defined action plans
• Conducts analysis and gain feedback on processes/procedures and support the design of new processes

Data Management

• Expert in HRIS and contribute to management of employee data
• Ensure data compliance requirements by conducting gap analysis on reporting and documentation of employee records and correct it

Exit and Retire

• Conduct exit survey for employees leaving the organization
• For employees retiring, process the retirement benefits
• Engages stakeholders and senior leaders regularly on all aspects of the product.
• The product owner drives the Simplification(S), Automation(A) and Digitization(D) of HR processes to deliver an inspiring employee journey (Joiner, Mover, Leaver)
• Participate in design by giving input, build and test, implement and roll-out, and optimize a HR Shared Services centre.

Requirements
Qualifications, Skills, and Experience

• Undergraduate degree in business related field/social sciences
• Post graduate qualifications are an added advantage
• Professional qualifications in HR from a recognized professional body
• Member of the IHRM
• Full Member of IHRM or Membership to other appropriate relevant professional body and in good standing
• Minimum 15 years’ experience in HR Generalist role in a medium to large sized organization at a senior level.
• Financial services, Banking and Technology industry experience will be preferred.
• In-depth understanding of labour legislation in Kenya and sub-Saharan Africa.
• Thorough knowledge of human resource management principles and best practices
• A proactive, tenacious and results oriented leader with great initiative
• Excellent commercial orientation and business acumen
• Excellent verbal and written communication and presentation skills
• Enthusiastic with a high level of accountability and integrity
• Strategic thinking and problem-solving
• Sound advisory capability.
• Excellent analytical and reporting skills.
• Strong persuasion and negotiation skills
• Strong business acumen / business orientation
• Good customer relationship management skills (internal and external customers)
• Drive for results and execution skills
• Collaboration and teaming skills