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\u2019s).<\/p>\n
The purpose of this role is to ensure best in class services are provided to the Opco\u2019s with a focus on innovation and process improvement to the HR SD function. In addition, the incumbent will partne<\/p>\n
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Minimum Requirements<\/strong><\/p>\n Job Specifications\/ Minimum & Preferred RequirementsEducation \/ Business Degree <\/p>\n Job Specification<\/strong><\/p>\n Key Performance Areas<\/p>\n Strategy Development and Implementation Service Delivery Strategy Delivery Management <\/p>\n
\nBachelor\u2019s degree in Human Resources or relevant field
\nPost graduate degree in Human Resources \/ equivalent\/ relevant professional qualifications Work Experience
\nOverall 11-15 years of relevant experience in Human Resources
\n6 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
\nExperience in the service management of business operationsTraining
\nNot ApplicableIndustry \/ Certifications
\nCertification in Industry relations, labour law, labour relations
\nCertification in Six Sigma \/ equivalent process control training (preferred)Any other specifications
\nWorking knowledge of ERP (Oracle)
\nWorking knowledge of MS Office (Word, Excel, and Outlook)
\nExperience in continuous process improvement
\nExperience in a Share Services Center \/ Business Process Outsourcing (BPO) environment
\nExperience in Telecom industry
\nExperience in running greenfield organisation
\nProject management experience
\nPan Africa multi-cultural experience<\/p>\n
\nLead the creation of the Human Resources strategy in line with the overarching business goals
\nEnsure effective implementation of the Human Resources strategy by means of providing direction, structure, frameworks, models and roadmaps As per business planStaff Leadership and Management
\nBuild and manage a high performing HR Service Delivery team by providing leadership, role clarity, training and career development
\nSource, induct and manage talent in accordance with legislative guidelines
\nEnsure open communication channels with staff and implement change management interventions where necessary
\nProvide definition of roles, responsibilities, individual goals and performance objectives for the team
\nSet key performance indicators and provide regular performance feedback through a well-defined and implemented performance review program
\nDevelop and implement a training plan in order to build and develop skills within the team
\nEncourage knowledge transfer through the implementation of a knowledge transfer plan
\nDrive continuous improvement philosophy through the knowledge transfer plan
\nPerformance manage resources in accordance with HR policy and legislation where necessary
\nActively participate in leadership team and develop skills of own team
\nPromote a \u2018MTN centric\u2019 and \u2018partnership approach\u2019 to develop strong relationships with other working groups and ensure adherence to Group governance As per business planGovernance
\nOperational, Tactical and Strategic Meetings
\nProvide input to enterprise wide transformation initiatives
\nProvide input to and ensure adequate risk mitigation and controls
\nSign-off baseline of service level agreements and key performance indicators
\nPerform evaluation of service level agreements and key performance indicators
\nApproval on new initiatives
\nReview and finalise objectives, targets and budgets for HR Service Delivery
\nProvide relevant budget for internal projects
\nPrepare proposal on change initiatives (Service Level Agreement \/ Operating Level Agreement)
\nParticipate and provide input into strategic and tactical meetings
\nSet up and manage tactical meetings on a needs basis
\nPeriodically participate in operational review meetings
\nEvaluate areas of improvement across people, process, and technologyEscalations
\nManage and resolve issues that will result in severe time, scope, productivity, and cost or resource impact
\nResolution of issues escalated from service delivery teams
\nManage and provide solutions to escalations that have multiple processes \/ functions impact on critical path of service deliverySSH Tactical
\nManage all projects and initiatives
\nReview key risks, issues and dependencies and set mitigation actions
\nSign-off \/ make decisions regarding tactical changesPerformance
\nMonitor SSH performance and alignment with MTN global strategy and per industry best practices
\nReview performance against agreed key performance indicators and review service level agreements
\nEnsure alignment between SSH, Center of Excellence, Opco and Group Management Service
\nManage service level agreements approval and exceptions performance review
\nCreate and monitor plan for continuous improvement As per business planReporting
\nReport 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
\nReport on an adhoc basis on specific management requirements as and when necessary As per business planBudgets
\nManage Human Resources budgets in line with business objectives
\nEnsure 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<\/p>\n
\n– Develop the HR Service Delivery Strategy
\n– Assist the Executive, SSH in developing key elements in the service delivery strategy plan
\n– Design and lead an effective governance model for HR Service Delivery (SD)
\n– Seek opportunities to reduce costs in operating and capital expenditure
\n– Plan the budget and expenditures arising from infrastructure, technology and people investments for the HR SD functionService<\/p>\n
\n– Ensure smooth functioning of the HR SD function
\n– Manage seamless transition of processes from Opco to SSH
\n– Ensure that HR SD is providing services as per defined operational procedures
\n– Lead improvement initiatives for the HR SD function with support received from the Continuous Improvement team
\n– Act as a single point of contact to escalate issues from Managers in HR SD to Executive, SSH
\n– Liaise with SSH Finance function to charge Opcos for services provided by the HR SD function on a timely basisPerformance Management
\n– Design key performance indicators and quality metrics for the HR SD function
\n– Ensure delivery of services in line with operational SLAs
\n– Support audits conducted by the quality management team
\n– Ensure SLAs are met as per defined metrics
\n– Ensure HR SD Function adheres to satisfaction level defined with Opco HR ExecutiveKnowledge Management
\n– Manage process standardisation and transformation initiatives for the HR SD function
\n– Lead development of Knowledge Management frameworks and ensure knowledge retention
\n– 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
\n– Provide inputs to develop the business relationship strategy with Opcos
\n– Assist in developing the relationship between Opco and HR SD function to drive customer satisfaction
\n– Ensure performance commitments are adhered to
\n– Promote sharing of leading practices amongst Opcos and SSH
\n– 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
\n– Lead the development of innovation strategy for the HR SD Function
\n– Liaise with Executive, HR at Opco on a periodic basis to discuss improvements to Service Delivery through innovation
\n– Lead the development of business case for innovation initiatives in the HR Service Delivery function
\n– Develop and maintain a budget to support development of new Service Delivery efforts \/ innovations As per business planManagerial \/ Supervisory Responsibilities
\nSet overall direction for the division
\nProvide guidance and leadership ensuring future focus and current efficiency
\nCoach and mentor direct reports to ensure staff motivation is high
\nEnsure adequate succession planning and that succession plans that are in place are achieved
\nEnsure skill transfer for staff development, motivation and business continuity
\nEnsure the team is led, motivated and rewarded to achieve high performance areas
\nEnsure assigned team is led, motivated and rewarded to achieve key performance indicators
\nEnsure the effective management of diversity among personnel in the division
\nIdentify staff training and development needs and implement necessary actions
\nManage team (including recruitment, on boarding, attrition)
\nSet goals and objectives for direct reports, monitor progress, and maintain motivation
\nProvide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting)
\nSet up appropriate structure to meet departmental management objectives
\nProvide an advisory function on governance and best practices in client experienceRole Dependencies
\nMTN Policies and Procedures
\nCompetenciesKnowledge
\nComplexity and Ambiguity
\nEnsures Ethical Stakeholder management
\nCreates emotional and influential connections
\nCreates Vision, Purpose & Long term sustainability
\nDisplays courage to take tough decision
\nEmpowering others
\nGlobal thinker
\nEntrepreneurship
\nOrganisational awarenessSkills
\nLeadership
\nPeople management
\nDecision making
\nReporting & presentation
\nData interpretation
\nNegotiation
\nAnalytical
\nManage conflict Behavioral Qualities
\nComplete candour
\nLeadership
\nIntegrity
\nEmotional Maturity
\nInnovation<\/p>\n