Reporting to the Head of HR Operation and Service Management, this role is responsible for leading and managing employee experience, ticketing systems, communication channels, ITIL framework adoption and relevance, service-related processes and performance reporting across the Shared Service business units. 

Managing development expenses, return on investment and strategy enhancement, this role will lead the Shared Service Strategy, by influencing delivery teams and leadership, delivering system and automation advancements, engaging with all stakeholders at levels in the organisation, as well as maturing the overall alignment and adoption of the framework aligned to strategy.

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.

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

Preference will be given but not limited to candidates from designated groups in terms of the Employment Equity Act.