Senior Manager: People Shared Services

Key Responsibilities

People Services Operations Practice Leadership

• Implement People services operations strategy ensuring alignment with broader people and business goals.
• Define and implement service delivery models (inclusive of tiering model) as well as required governance structures.
• Develop service level frameworks and monitor SLAs, KPIs and service dashboards to ensure accountability and performance transparency.
• Foster a culture of operational excellence, collaboration and innovation.

HR Operations and Administration

• Manage end to end people service operations across the people lifecycle to drive efficient service delivery.
• Ensure timely and accurate processing and resolution of people related queries and requests through various models inclusive of self service, an HR Call Centre, centralized employee services agents and the necessary SLA’s, data metrics, governance and stakeholder engagement
• Drive continuous improvement through process redesign, automation and employee self-service platforms.
• Implement and maintain a robust case management system with clear workflows, knowledge base access, and escalation paths in line with the service delivery model and to drive innovation, improved efficiency and continuous learning
• Own and maintain the Service Delivery Model for People processes utilizing the Ways of Working agreed upon by HR leaders (for which this role will be a key input)
• Regularly review and evaluate current services landscape for effectiveness, efficiency and people services engagement; include external leading / progressive thinking
• Create a consistent and people services-centric culture through training, case management tools, tiered support and active leadership of the team aligned to the companies values
• Monitor employee satisfaction and implement action plans to address gaps.

Process Optimization and Automation

• Apply continuous improvement methodologies (e.g. Lean, Six Sigma) to streamline workflows, eliminate redundancies, and reduce manual high-volume transactions.
• Champion the implementation of automation tools, employee self-service platforms, and intelligent workflows to improve efficiency and scalability.
• Drive digitization and digitalization in line with the people digital transformation roadmap.

Governance and Compliance

• In partnership with the Executive People Operations, establish and adhere to a comprehensive compliance framework that meets all regulatory requirements across jurisdictions.
• Implementation of audit strategies people services, ensuring consistent compliance with all relevant financial controls, and maintenance of documentation and audit trails for all key transactions
• Update policies and procedures regularly to incorporate changes in legislation and best practices.
• Implement controls that prevent fraud and ensure the integrity of people data.
• Govern service delivery models, SLA’s and performance metrics that align with the business and workforce needs.

People Leadership

• Enable a culture of accountability, agility, collaboration and results orientation within and across teams and business
• Ensure that the team structure is manned by motivated & empowered people lead by sound performance management and transformational leadership practice
• Ensure strategic alignment and ongoing two-way communication

Self-Management

• Promote and live the Massmart Values and Competencies.
• Professional conduct that is in line with Massmart’s Code of Ethics.
• Commit to driving a high performance and learning culture.
• Take ownership, initiative and accountability for work priorities and responsibilities.
• Ensure all work tasks and deadlines are executed timeously and above standard.
• Identify and apply sound, fact-based problem-solving techniques and criteria in setting priorities and making ethical decision-making and recommendations.
• Consistently set challenging goals, upskill your knowledge/abilities/skillset, and seek out growth opportunities and exposure to accelerate your career development and self-awareness.
• Adapt and learn to changing and competing work demands and environments by remaining agile, innovative and resilient.
• Promote, engage and embrace the value of culture, diversity and inclusion in all work aspects of individuals, teams, business units and the organization.
• Promote and embraces a culture of recognition of others.

Qualification & Requirements

Minimum Academic, Professional Qualifications and Experience required for this position

• Bachelor’s Degree in Human Resources or Business Administration
• Post Graduate Diploma in Business Administration an added advantage.
• 8-10 years’ experience in Shared Services, Enterprise Business Services and exposure to Payroll environments
• 4-6 years HR generalist experience.
• 3-5 years shared services administration, call centre, and/or payroll leadership experience.
• Understanding of end-end HR processes, including payroll
• Sound knowledge of SAP Success Factors, VIP, SharePoint and related employee administration systems
• Proficient in MS Office (i.e. Outlook, Advanced Excel, PowerPoint, Word).
• Proficient in process methodologies (e.g. Lean, Six Sigma, etc.)
• Understanding and knowledge of SA legislation and respective HR policies, procedures and processes.

Competencies:

• Solid knowledge of HR Services, HR Systems, Service models and workforce management.
• Adaptable & ability to work under pressure.
• Analytical skills
• Facilitation and presentation skills
• Lead and empower team
• Ensure execution and achieve results
• Models and uploads integrity, ethics and compliance
• Accuracy and ability to pay attention to detail
• Time management
• Ability to communicate information and ideas in a clear manner.
• Conducts self in a professional manner
• Ability to work independently under own direction
• Ability to engage and influence at Executive level and above
• Conflict resolution.
• Emotional intelligence.

Benefits

Massmart employees in South Africa commonly receive benefits such as paid sick leave, life insurance/disability coverage, paid holidays/vacation, company store discounts, and potentially a company pension plan. Other possible benefits include cell phone allowances and laptop/notebook computer provision.