MTN Recruits GM: HR Service Delivery Management

Posted on :

28 Aug, 2014

Category :

Executive Jobs in South Africa

General Manager, HR Service Delivery (SD) is primarily responsible to lead the HR Service Delivery function at the SSH and ensure quality services are provided to MTN Operating Companies (Opco’s).

The purpose of this role is to ensure best in class services are provided to the Opco’s with a focus on innovation and process improvement to the HR SD function. In addition, the incumbent will partne


Minimum Requirements

Job Specifications/ Minimum & Preferred RequirementsEducation / Business Degree
Bachelor’s degree in Human Resources or relevant field
Post graduate degree in Human Resources / equivalent/ relevant professional qualifications Work Experience
Overall 11-15 years of relevant experience in Human Resources
6 years of relevant experience preferably in a mid to senior position in a Shared Services Center with experience spanning across various domains of Human Resources
Experience in the service management of business operationsTraining
Not ApplicableIndustry / Certifications
Certification in Industry relations, labour law, labour relations
Certification in Six Sigma / equivalent process control training (preferred)Any other specifications
Working knowledge of ERP (Oracle)
Working knowledge of MS Office (Word, Excel, and Outlook)
Experience in continuous process improvement
Experience in a Share Services Center / Business Process Outsourcing (BPO) environment
Experience in Telecom industry
Experience in running greenfield organisation
Project management experience
Pan Africa multi-cultural experience


Job Specification

Key Performance Areas

Strategy Development and Implementation
Lead the creation of the Human Resources strategy in line with the overarching business goals
Ensure effective implementation of the Human Resources strategy by means of providing direction, structure, frameworks, models and roadmaps As per business planStaff Leadership and Management
Build and manage a high performing HR Service Delivery team by providing leadership, role clarity, training and career development
Source, induct and manage talent in accordance with legislative guidelines
Ensure open communication channels with staff and implement change management interventions where necessary
Provide definition of roles, responsibilities, individual goals and performance objectives for the team
Set key performance indicators and provide regular performance feedback through a well-defined and implemented performance review program
Develop and implement a training plan in order to build and develop skills within the team
Encourage knowledge transfer through the implementation of a knowledge transfer plan
Drive continuous improvement philosophy through the knowledge transfer plan
Performance manage resources in accordance with HR policy and legislation where necessary
Actively participate in leadership team and develop skills of own team
Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance As per business planGovernance
Operational, Tactical and Strategic Meetings
Provide input to enterprise wide transformation initiatives
Provide input to and ensure adequate risk mitigation and controls
Sign-off baseline of service level agreements and key performance indicators
Perform evaluation of service level agreements and key performance indicators
Approval on new initiatives
Review and finalise objectives, targets and budgets for HR Service Delivery
Provide relevant budget for internal projects
Prepare proposal on change initiatives (Service Level Agreement / Operating Level Agreement)
Participate and provide input into strategic and tactical meetings
Set up and manage tactical meetings on a needs basis
Periodically participate in operational review meetings
Evaluate areas of improvement across people, process, and technologyEscalations
Manage and resolve issues that will result in severe time, scope, productivity, and cost or resource impact
Resolution of issues escalated from service delivery teams
Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service deliverySSH Tactical
Manage all projects and initiatives
Review key risks, issues and dependencies and set mitigation actions
Sign-off / make decisions regarding tactical changesPerformance
Monitor SSH performance and alignment with MTN global strategy and per industry best practices
Review performance against agreed key performance indicators and review service level agreements
Ensure alignment between SSH, Center of Excellence, Opco and Group Management Service
Manage service level agreements approval and exceptions performance review
Create and monitor plan for continuous improvement As per business planReporting
Report on a monthly basis to the Executive, SSH relating to progress made within Human Resources and in accordance with the measurement metrics set by the organisation
Report on an adhoc basis on specific management requirements as and when necessary As per business planBudgets
Manage Human Resources budgets in line with business objectives
Ensure that the cost of operations is reduced, in line with a least cost operating strategy stemming from the business drivers As per business planOperational Delivery

Service Delivery Strategy
– Develop the HR Service Delivery Strategy
– Assist the Executive, SSH in developing key elements in the service delivery strategy plan
Design and lead an effective governance model for HR Service Delivery (SD)
– Seek opportunities to reduce costs in operating and capital expenditure
– Plan the budget and expenditures arising from infrastructure, technology and people investments for the HR SD functionService

Delivery Management
– Ensure smooth functioning of the HR SD function
– Manage seamless transition of processes from Opco to SSH
– Ensure that HR SD is providing services as per defined operational procedures
– Lead improvement initiatives for the HR SD function with support received from the Continuous Improvement team
– Act as a single point of contact to escalate issues from Managers in HR SD to Executive, SSH
– Liaise with SSH Finance function to charge Opcos for services provided by the HR SD function on a timely basisPerformance Management
– Design key performance indicators and quality metrics for the HR SD function
– Ensure delivery of services in line with operational SLAs
– Support audits conducted by the quality management team
– Ensure SLAs are met as per defined metrics
– Ensure HR SD Function adheres to satisfaction level defined with Opco HR ExecutiveKnowledge Management
– Manage process standardisation and transformation initiatives for the HR SD function
– Lead development of Knowledge Management frameworks and ensure knowledge retention
– Define a framework to mitigate loss of knowledge/information due to attrition by adequately defining back-up plans and a bench (back-up resources) strategy, where applicableBusiness Relationship Management
– Provide inputs to develop the business relationship strategy with Opcos
– Assist in developing the relationship between Opco and HR SD function to drive customer satisfaction
– Ensure performance commitments are adhered to
– Promote sharing of leading practices amongst Opcos and SSH
– Be the single point of contact (SPOC) to address concerns from Opco Executives on services received from the HR SD Function at the SSHInnovation Management
– Lead the development of innovation strategy for the HR SD Function
– Liaise with Executive, HR at Opco on a periodic basis to discuss improvements to Service Delivery through innovation
– Lead the development of business case for innovation initiatives in the HR Service Delivery function
– Develop and maintain a budget to support development of new Service Delivery efforts / innovations As per business planManagerial / Supervisory Responsibilities
Set overall direction for the division
Provide guidance and leadership ensuring future focus and current efficiency
Coach and mentor direct reports to ensure staff motivation is high
Ensure adequate succession planning and that succession plans that are in place are achieved
Ensure skill transfer for staff development, motivation and business continuity
Ensure the team is led, motivated and rewarded to achieve high performance areas
Ensure assigned team is led, motivated and rewarded to achieve key performance indicators
Ensure the effective management of diversity among personnel in the division
Identify staff training and development needs and implement necessary actions
Manage team (including recruitment, on boarding, attrition)
Set goals and objectives for direct reports, monitor progress, and maintain motivation
Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting)
Set up appropriate structure to meet departmental management objectives
Provide an advisory function on governance and best practices in client experienceRole Dependencies
MTN Policies and Procedures
Complexity and Ambiguity
Ensures Ethical Stakeholder management
Creates emotional and influential connections
Creates Vision, Purpose & Long term sustainability
Displays courage to take tough decision
Empowering others
Global thinker
Organisational awarenessSkills
People management
Decision making
Reporting & presentation
Data interpretation
Manage conflict Behavioral Qualities
Complete candour
Emotional Maturity


How to Apply

Click here to apply online

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