高级主管 - 人力资源共享服务
Senior Lead - HR Shared Services
我们正在寻找一位高级主管——共享服务，加入我们的人力资源团队；随着我们在各市场扩大规模并推动数字化和金融包容性。
职位目的
高级主管——人力资源共享服务负责监督员工全生命周期内高效、准确且合规的人力资源运营服务的交付。该职位支持全球及市场层面的人力资源运营，包括员工记录管理、合同管理、薪酬输入协调、离职流程以及员工关系案件管理。
该职位通过强大的服务治理、利益相关者管理、风险控制和持续流程改进来推动运营卓越，同时确保按照既定服务标准和SLA保持一致的交付。
主要职责
1. 服务交付领导与治理
- 监督日常人力资源共享服务运营，确保员工全生命周期内各项活动的及时和准确执行。
- 协调工作量分配、优先级排序和职能内的操作跟进。
- 建立并维护操作常规、服务标准和流程交接。
- 跟踪并报告服务KPI，包括SLA遵守情况、处理时间、质量指标、积压管理及错误率。
- 管理升级问题，解决操作瓶颈，并确保及时沟通和案件关闭。
2. 利益相关者管理与跨职能协作
- 与人员伙伴、人才招聘、薪酬、财务、法律和人力资源信息系统（HRIS）团队合作，提供无缝的人力资源运营支持。
- 与利益相关者就时间表、审批、文档标准和服务期望达成一致。
- 将政策或业务变更转化为操作流程、模板、沟通材料和培训资料。
- 在需要时向人员领导提供运营更新、风险报告和改进建议。
3. 记录与数据治理
- 确保员工记录和文件完整、准确，并符合内部和外部法规要求。
查看英文原文
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png]
WE ARE LOOKING FOR A SENIOR LEAD - SHARED SERVICES TO JOIN OUR HUMAN RESOURCES GROUP; AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS.
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png]
JOB PURPOSE
The Senior Lead – HR Shared Services is responsible for overseeing the delivery of efficient, accurate, and compliant HR operational services across the employee lifecycle. The role supports global and market-level HR operations, including employee records management, contracts administration, payroll input coordination, offboarding, and employee relations case administration.
The position drives operational excellence through strong service governance, stakeholder management, risk controls, and continuous process improvement while ensuring consistent delivery against agreed service standards and SLAs.
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png]
KEY RESPONSIBILITIES
1. Service Delivery Leadership & Governance
- Oversee day-to-day HR Shared Services operations, ensuring timely and accurate execution of activities across the employee lifecycle.
- Coordinate workload allocation, prioritisation, and operational follow-through across the function.
- Establish and maintain operational routines, service standards, and process handoffs.
- Track and report service KPIs including SLA adherence, turnaround times, quality metrics, backlog management, and error rates.
- Manage escalations, resolve operational bottlenecks, and ensure timely communication and case closure.
2. Stakeholder Management & Cross-functional Coordination
- Partner with People Partners, Talent Acquisition, Payroll, Finance, Legal, and HRIS teams to deliver seamless HR operational support.
- Align stakeholders on timelines, approvals, documentation standards, and service expectations.
- Translate policy or business changes into operational processes, templates, communications, and training materials.
- Provide operational updates, risk reporting, and improvement recommendations to People leadership where required.
3. Records & Data Governance
- Ensure employee records and documentation are complete, accurate, and compliant with internal and regulatory requirements.
- Conduct regular audits to identify and resolve data inconsistencies or compliance gaps.
- Maintain confidentiality and strong controls around employee data handling and storage.
- Drive HR data quality initiatives and implement preventive controls to minimise recurring errors.
4. Onboarding & Probation Management
- Own end-to-end onboarding administration — documentation, induction scheduling, and system access setup — for every new hire.
- Lead probation operations: tracking, reviews, confirmations, and extensions in line with policy.
- Partner with People Partners and hiring managers to resolve onboarding blockers before they affect start dates or probation timelines.
- Maintain accurate onboarding and probation records and monitor completion and time-to-productivity metrics.
5. Contracts & Employment Lifecycle Administration
- Oversee employment contract issuance, renewals, amendments, and extensions within established timelines.
- Ensure all employee documentation is accurately maintained within HR systems and document repositories.
- Manage probation administration processes including confirmations, extensions, and related approvals.
- Support performance management cycle administration, including documentation, letters, approvals tracking, and records management.
- Ensure compliance with approval workflows, documentation standards, and record retention requirements.
6. Payroll Input Coordination
- Coordinate monthly payroll input readiness by managing timelines, approvals, and submission requirements.
- Oversee preparation and validation of payroll-related inputs, including commissions, bonuses, and employee lifecycle changes.
- Investigate payroll discrepancies and coordinate corrective actions with Payroll and Finance stakeholders.
- Maintain audit-ready payroll documentation and supporting controls.
7. Benefits Administration & Operations
- Administer employee benefits programs, including medical insurance, pension, group life, wellness, and related welfare schemes.
- Coordinate employee enrolments, updates, exits, and benefit changes within agreed timelines.
- Process claims support, resolve employee benefit queries, and coordinate provider escalations where necessary.
- Maintain accurate employee benefits records and documentation.
- Liaise with insurance brokers, underwriters, and benefits providers to ensure smooth service delivery.
- Support annual benefits reviews and monitor utilisation trends and employee participation.
- Communicate benefits policies, updates, and enrolment information to employees.
- Escalate complex or high-impact benefits issues appropriately.
8. Offboarding Operations
- Coordinate smooth employee offboarding processes, including exit documentation, systems updates, benefits cessation, and stakeholder handoffs.
- Ensure offboarding activities are completed accurately and within required timelines.
- Manage escalations and exceptions to minimise operational risk and maintain a positive employee experience.
9. Employee Relations Case Administration
- Oversee administration of disciplinary and grievance cases, including documentation, scheduling, minutes, milestone tracking, and outcome communication.
- Maintain secure and confidential employee relations records in line with company policies and compliance requirements.
- Support maintenance of ER templates, SOPs, and operational guidance documentation.
- Coordinate timely follow-up and closure of employee relations cases.
10. Continuous Improvement & Operational Controls
- Identify operational inefficiencies and implement practical process improvements, templates, and standardisation initiatives.
- Support process mapping, SOP documentation, and operational training activities.
- Strengthen operational controls relating to approvals, documentation, segregation of duties, and audit readiness.
- Drive adoption of process enhancements and ensure operational consistency across the function.
11. Data Analytics, Reporting & AI Enablement
- Analyse operational service data to identify trends, bottlenecks, recurring issues, and opportunities for improvement.
- Develop and maintain dashboards covering SLA performance, service quality, payroll exceptions, and case management metrics.
- Partner with HRIS and People Systems teams to support automation and AI-enabled HR operations initiatives.
- Ensure AI-enabled processes comply with data privacy, governance, and documentation standards.
- Use operational insights to support decision-making and improve employee experience outcomes.
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/ed8f730c-2cd3-4743-a1a6-1573989c6fb8/M-KOPA%20Pic.jpg]
REPORTING STRUCTURE
Reports To: Head of HR Shared Services
QUALIFICATIONS & EXPERIENCE
Education
- Bachelor’s degree in Human Resource Management, Business Administration, or a related field.
Professional Certification
- Certified HR Practitioner in Ghana, preferably CIHRM
Experience
- 4–5 years’ experience in HR Shared Services, HR Operations, or employee lifecycle administration roles.
- Hands-on experience across HR records management, contracts administration, payroll coordination, offboarding, and employee relations support.
- Experience working within fast-paced or multi-country operational environments is an advantage.
Skills & Competencies
- Strong understanding of HR operations, compliance requirements, and employee lifecycle processes.
- Strong stakeholder management and cross-functional coordination skills.
- Close attention to detail with strong risk awareness and control discipline.
- Strong analytical and reporting capabilities with experience using operational metrics to drive improvements.
- Experience supporting automation, process improvement, or AI-enabled HR operational initiatives.
- Strong communication, escalation management, and problem-solving skills.
- Ability to manage multiple priorities and work within tight deadlines.
- Experience using HRIS systems such as HiBob or equivalent platforms is preferred.
- Familiarity with ticketing or case management systems such as Freshservice is an advantage.
WHY M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com.
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/369018b8-cf9c-49c7-95f1-1d414482ba57/B13.png]
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/481f6724-8375-4f39-b514-fbe00b8fc3b5/B13.png]
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.