Senior Lead - HR Shared Services
2 нед. назад
GhanaWorldwideLeadHybrid
Responsible for overseeing efficient and compliant HR operational services delivery across employee lifecycle.
Условия
- Administer employee benefits programs, including medical insurance, pension, group life, wellness, and related welfare schemes.
- Coordinate employee enrolments, updates, exits, and benefit changes within agreed timelines.
- Process claims support, resolve employee benefit queries, and coordinate provider escalations where necessary.
- Maintain accurate employee benefits records and documentation.
- Liaise with insurance brokers, underwriters, and benefits providers to ensure smooth service delivery.
- Support annual benefits reviews and monitor utilisation trends and employee participation.
- Communicate benefits policies, updates, and enrolment information to employees.
- Escalate complex or high-impact benefits issues appropriately.
Другое
- The Senior Lead – HR Shared Services is responsible for overseeing the delivery of efficient, accurate, and compliant HR operational services across the employee lifecycle. The role supports global and market-level HR operations, including employee records management, contracts administration, payroll input coordination, offboarding, and employee relations case administration.
- The position drives operational excellence through strong service governance, stakeholder management, risk controls, and continuous process improvement while ensuring consistent delivery against agreed service standards and SLAs.
- Oversee day-to-day HR Shared Services operations, ensuring timely and accurate execution of activities across the employee lifecycle.
- Coordinate workload allocation, prioritisation, and operational follow-through across the function.
- Establish and maintain operational routines, service standards, and process handoffs.
- Track and report service KPIs including SLA adherence, turnaround times, quality metrics, backlog management, and error rates.
- Manage escalations, resolve operational bottlenecks, and ensure timely communication and case closure.
- Partner with People Partners, Talent Acquisition, Payroll, Finance, Legal, and HRIS teams to deliver seamless HR operational support.
- Align stakeholders on timelines, approvals, documentation standards, and service expectations.
- Translate policy or business changes into operational processes, templates, communications, and training materials.
- Provide operational updates, risk reporting, and improvement recommendations to People leadership where required.
- Ensure employee records and documentation are complete, accurate, and compliant with internal and regulatory requirements.
- Conduct regular audits to identify and resolve data inconsistencies or compliance gaps.
- Maintain confidentiality and strong controls around employee data handling and storage.
- Drive HR data quality initiatives and implement preventive controls to minimise recurring errors.
- Own end-to-end onboarding administration — documentation, induction scheduling, and system access setup — for every new hire.
- Lead probation operations: tracking, reviews, confirmations, and extensions in line with policy.
- Partner with People Partners and hiring managers to resolve onboarding blockers before they affect start dates or probation timelines.
- Maintain accurate onboarding and probation records and monitor completion and time-to-productivity metrics.
- Oversee employment contract issuance, renewals, amendments, and extensions within established timelines.
- Ensure all employee documentation is accurately maintained within HR systems and document repositories.
- Manage probation administration processes including confirmations, extensions, and related approvals.
- Support performance management cycle administration, including documentation, letters, approvals tracking, and records management.
- Ensure compliance with approval workflows, documentation standards, and record retention requirements.
- Coordinate monthly payroll input readiness by managing timelines, approvals, and submission requirements.
- Oversee preparation and validation of payroll-related inputs, including commissions, bonuses, and employee lifecycle changes.
- Investigate payroll discrepancies and coordinate corrective actions with Payroll and Finance stakeholders.
- Maintain audit-ready payroll documentation and supporting controls.
- Coordinate smooth employee offboarding processes, including exit documentation, systems updates, benefits cessation, and stakeholder handoffs.
- Ensure offboarding activities are completed accurately and within required timelines.
- Manage escalations and exceptions to minimise operational risk and maintain a positive employee experience.
- Oversee administration of disciplinary and grievance cases, including documentation, scheduling, minutes, milestone tracking, and outcome communication.
- Maintain secure and confidential employee relations records in line with company policies and compliance requirements.
- Support maintenance of ER templates, SOPs, and operational guidance documentation.
- Coordinate timely follow-up and closure of employee relations cases.
- Identify operational inefficiencies and implement practical process improvements, templates, and standardisation initiatives.
- Support process mapping, SOP documentation, and operational training activities.
- Strengthen operational controls relating to approvals, documentation, segregation of duties, and audit readiness.
- Drive adoption of process enhancements and ensure operational consistency across the function.
- Analyse operational service data to identify trends, bottlenecks, recurring issues, and opportunities for improvement.
- Develop and maintain dashboards covering SLA performance, service quality, payroll exceptions, and case management metrics.
- Partner with HRIS and People Systems teams to support automation and AI-enabled HR operations initiatives.
- Ensure AI-enabled processes comply with data privacy, governance, and documentation standards.
- Use operational insights to support decision-making and improve employee experience outcomes.
- Reports To: Head of HR Shared Services
- Bachelor’s degree in Human Resource Management, Business Administration, or a related field.
- Certified HR Practitioner in Ghana, preferably CIHRM
- 4–5 years’ experience in HR Shared Services, HR Operations, or employee lifecycle administration roles.
- Hands-on experience across HR records management, contracts administration, payroll coordination, offboarding, and employee relations support.
- Experience working within fast-paced or multi-country operational environments is an advantage.
- Strong understanding of HR operations, compliance requirements, and employee lifecycle processes.
- Strong stakeholder management and cross-functional coordination skills.
- Close attention to detail with strong risk awareness and control discipline.
- Strong analytical and reporting capabilities with experience using operational metrics to drive improvements.
- Experience supporting automation, process improvement, or AI-enabled HR operational initiatives.
- Strong communication, escalation management, and problem-solving skills.
- Ability to manage multiple priorities and work within tight deadlines.
- Experience using HRIS systems such as HiBob or equivalent platforms is preferred.
- Familiarity with ticketing or case management systems such as Freshservice is an advantage.
- At , we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.