Service Manager (HR Shared Services)

Key Responsibilities

Employee Experience Management:

• Ensuring a positive and consistent experience for employees and external parties interacting with Shared Services.
• Implementing initiatives to improve employee satisfaction and engagement.

Ticketing System Management

• Overseeing and maturing the Shared Service ticketing system used to track and resolve employee inquiries and issues.
• Ensuring timely and efficient resolution of tickets and maintaining service level agreements (SLAs).

Communication Channels

• Managing various communication channels (e.g., email, chat, phone) to ensure effective and efficient communication between Shares Service and employees.
• Developing and implementing communication strategies to keep employees informed about Shared Service policies and updates.
• Ensuring Automation, self-service and AI development to add efficiency and increase customer experience.

Performance Reporting

• Monitoring and reporting on the performance of shared services.
• Using metrics and analytics to identify areas for improvement and ensure service

Service Delivery Management

• Oversee the delivery of shared services, ensuring they meet the agreed service level agreements (SLAs) and operational level agreements (OLAs).
• Manage and resolve service delivery issues, conducting root cause analysis and implementing corrective actions quality.

Qualification & Requirements

Qualifications And Experience

• Bachelor’s degree in Business Administration, Management, or a related field.
• Relevant certifications (e.g., ITIL, PMP) is an advantage.
• 8 years’ relevant experience of which 5 years must be operating at a Senior Level in a similar role within a large corporate.
• Good working knowledge and understanding of Relevant legislation like, POPIA, PCI etc.
• Experience in Project Management

Skills

• Ability to influence at all levels in the organisation with a key focus on Senior Leadership.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Proficiency in using service management tools and software.
• Ability to manage multiple priorities and work under pressure.
• Analytical Skills: Proficiency in data analysis and performance reporting.
• Technical Proficiency: Familiarity with HRIS, ticketing systems, and other relevant software.
• Problem-Solving: Ability to address and resolve issues efficiently.

Behaviours

• Action Oriented – readily takes on new challenges and opportunities with a sense of urgency and eagerness
• Communicates Effectively – conveys information and communicates ideas in a clear, concise and impactful manner
• Courage – confronts and tackles challenging situations with courage
• Decision Quality – consistently makes timely, well-rounded and informed decisions
• Ensures Accountability – takes accountability and ensures others are held to account on agreed upon performance targets
• Manages Complexity – interprets and simplifies complex and contradictory information when resolving organisational problems
• Plans and Aligns – develops plans and prioritises initiatives that align to the organisational goals and objectives
• Tech Savvy – leverages new technology to enhance productivity, improve problem solving, and support business growth

Benefits

No Information Available