Job Title: Manager HR Operations

Reporting to: Head Human Resources

Division – Human Resources

No. of Vacancies: 1

Mission/ Core purpose of the Job

The Manager HR Operations leads recruitment and onboarding and all operations across HSE, employee relations and service administration. The role remains well versed with all labour and employment laws and ensures that the OpCo complies with all labour regulations. Manages entire recruitment & onboarding process in order to ensure that the OpCo has a rich talent pool across all functions. The role leads teams across the below 2 verticals:

• Recruitment and onboarding
• Employee relations & HR

The Manager HR Operations reports to Head HR and is supported by specialists. The role maintains liaison with Group DigiFin Human Resources team and MTN Group HR team , as and when required

Main Job Functions:

Strategy Development and Implementation

• Abide by the strategy cascaded by functional lead and assist in the creation of the sub-functional strategy
• Ensure effective implementation of the functional strategy
• Assist in review of the sub-functional strategy and roadmap, to ensure its alignment with the changing dynamics of the internal and external ecosystem

Staff Leadership and Management

• Source, induct and manage talent in accordance with legislative guidelines and directives from the CHRO
• Continually develop a culture of strong collaboration and effective team working
• Ensure open communication channels with staff and implement change management interventions when required, and under supervision from the CHRO
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Assist in the development and implementation of a training plan in order to build and develop skills within the team
• Performance manage resources in accordance with HR policy and legislation where necessary
• Promote a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance

Governance

Strategic Meetings

• Participate in strategic meetings
• Support function wide transformation initiatives. Elicit inputs from relevant parties, when required
• Implement adequate risk mitigation and controls, with directions from the CHRO
• Perform evaluation baseline of Service Level Agreements (SLAs) and KPIs
• Manage approval process from CHRO on new initiatives
• Work with approved budget for internal projects, under direction from the CHRO. Where required, also provide input
• Facilitate preparation of proposal on change initiatives SLA, policies and procedures

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to CHRO
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery, keeping CHRO apprised of the same

Function Tactical

• Provide inputs, when required, and execute all projects initiated in the function
• Assist in establishing objectives, targets and budgets for the function
• Identify and document key risks, issues and dependencies and set mitigation actions, with guidance from the CHRO
• Prepare documentation for sign-off / making decisions regarding tactical changes; apprise CHRO of changes made without approval

Performance

• Monitor performance and alignment with divisional strategy
• SLA approval and exception performance review

Reporting

• Report on a daily basis to the CHRO relating to progress made within the function and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required

Budgets

• Assist in managing function’s budgets in line with business objectives, when required
• Assist in managing project initiative budgets in line with business objectives, when required

Operational Delivery

Sub-Functional Leadership:

As the sub-functional leader of the HR operations vertical, the role is accountable to:

• Align the results of the HR Operations vertical, collectively and as individual work areas in the OpCo, ensuring that the Group guidelines are duly complied with
• Measure the impact and benefit of the sub-function to OpCo and report the true-value metrics. Drive continuous improvement across all verticals

Delivery Leadership:

As the delivery leader of the HR Operations vertical, the role is accountable for the following work area outcomes:

The role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, Data and Reporting

• Implement and execute policies, procedures and guidelines cascaded by the functional lead and ensure the team complies with the same
• Comply with the set governance mechanisms, under supervision from the functional lead and ensure team does the same
• Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the CHRO
• Evaluate the efficiency and effectiveness of HR Operations strategies and propose and offer suggestions for improvements
• Ensure implementation, compliance & adherence to the EVP  Framework, policies, guidelines & processes defined by Group DigiFin HR team and  MTN Group HR team as applicable

HR Operations

Recruitment & onboarding

• Manage the end-to-end of recruitment & onboarding in the OpCo, supported by a specialist
• Abide by the Group mandate policies and guidelines on hiring and ensure compliance with the same
• Manage recruitment and onboarding of expatriates
• Manage vacancies and job posting ( including internal job postings)
• Liaise with HRBPs to short list CVs and scheduling interviews
• Ensure adherence to the D&I requirements and targets as prescribed by Group DigiFin
• Manage background and document verification process
• Coordinate with IT and admin to ensure onboarding prerequisites have been completed
• Suggest and implement localized changes and improvements to the hiring and onboarding process
• Collaborate with other HR verticals (Eg – rewards) to ensure that new hire information is duly captured in the database and commensurate offerings are made available to them in time
• Take new hire feedback on the recruitment and onboarding process and play feedback to the CHRO

HR Process, tools & reporting

• Monitor and manage HRIS data quality. Work closely with the Specialist Rewards and Payroll and Specialist OD & Performance Management to ensure that payroll, performance and related information is efficiently stored and used on the system
• Ensure implementation, compliance & adherence to the standards, policies, guidelines & processed defined by Group DigiFin HR  team and  MTN Group HR team as applicable
• Work towards enhancing reports and functions on the HRIS
• When required, ensure connectivity to other applications
• Ensure that the HRIS supports and hosts tools for key HR services – payroll, performance management etc and liaise with MTN group, as required, for licensing
• Work with other parts of the function in enhancing reporting capabilities and ensure that OpCos’ HR reporting and analytics is in line with Board, Exco and other management requirement

Employee relations & HSE

• Manage employee engagement and internal communication initiatives. Cascade global initiatives on the same within the OpCo
• Develop communication collateral and ensure key messaging is aligned with the global norms and guidelines
• Ensure implementation of Global wellness programs and lead development of Local Opco wellness initiatives
• Oversee execution of employee services & administration activities (employee self-service, ID creation, access etc.). Support the specialist as required
• Oversee management of employee wellness, health and safety
• Support specialist in managing all labour / employment issues. Keep sound knowledge of local laws and employment guidelines and ensure that the OpCo abides by the same
• Where required, escalate unsolvable issues to CHRO in a timeous manner
• Other tasks and duties, as assigned

Managerial / Supervisory Responsibilities

• Accountable for the morale, performance, and development of the function’s human capital
• Cascade and socialize work structure processes to enable adoption by the team
• Coach and mentor direct reports
• Ensure assigned team is led, motivated, and rewarded to achieve KPA’s
• Ensure that coaching / mentoring programs and personal development plans are in place for all staff members
• Ensure effective management of diversity among personnel in the function
• Identify staff training and development needs and implement necessary actions, in collaboration with HR
• Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines
• Possess the authority, presence, and integrity to command respect from colleagues and from external contacts

• Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting), in collaboration with HR

Job Requirements (Education, Experience and Competencies)

Education:

• Degree in Human Resources Management / Organizational Psychology or related field
• Post Graduate degree in similar or related field is an advantage

Experience:

• A minimum of 4 to 6 years’ total experience in a similar position with at least 2 years in a managerial role
• Experience in Fintech, banking or Financial Services is preferred
• Proven experience in leading and managing HR processes & Operations
• Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred

Competencies:

Functional Knowledge:

• Recruitment & onbaording
• Talent Sourcing Strategy
• Employee Engagement & Culture
• Employee services
• Employee relations
• Labour laws and legislation
• Employee communication and change management
• Employee Value Proposition
• HR Operations and Service delivery

Skills

• Relationship/people management
• Analytical thinking
• Continuous improvement
• Data interpretation
• Delivery focused
• Presentation
• Relationship building