Role Outline
• Responsible for the accurate and timeous delivery of HR operational services, products and systems.
• Work in liaison with business partners, managers and employees as well as external organizations as required.
• Focused on improving service delivery quality by streamlining processes and services whilst achieving a cost‑effective position.
• Designs and delivers the in‑country / cluster country HR operational services using standardised BPO processes, maximising cost effectiveness and continuously improving service performance against benchmarks.
• Ensure all HR Operations processes are in line with local legal and regulatory requirements.
• Manage administrative and specialist country HR service delivery teams in areas such as employee administration and data queries, payroll, benefits and reward administration.
• Manage country HR Operations team, providing leadership and management of the Site HR Operations Coordinators.
Key Tasks
• Work with HRBPs and Centres of Excellence to ensure HR Operations supports the HR strategy delivery and meets business needs.
• Build strong business relationships across the organisation and with suppliers to develop the HR Operations service and priorities and continually improve the HR Operations reputation and promote its interests.
• Work with Global HR Operations to drive the development and enhancement to standardised BPO processes and HR systems, to develop and support HR Operations service delivery.
• Responsible for the HR operations function, inclusive of data audits and related HR systems for South Africa.
• Responsible for global and local reporting requests.
Key Accountabilities
• Provide key support to the Global HR Operations Lead in delivering a high quality HR Operations service, collaborating with key stakeholders and senior HR leadership.
• Ensure the team delivers a high standard HR Operations service with excellent customer service and fast delivery.
• Deliver HR projects within HR Operations (e.g., HR system implementations or system upgrades).
• Ensure procedures and systems are in place to gather feedback from service users, partners, and stakeholders; evaluate feedback and take appropriate action for continuous improvement.
• Drive continuous data accuracy and system usage to achieve year on year cost savings and improved service capability, while meeting performance benchmarks.
• Ensure the South Africa HR Operations team performs in line with Regional and Global standards and processes.
Customer:
• Develop and implement in country/cluster HR Operations service delivery strategy.
• Lead the HR Operations team and drive implementation of standard processes, systems, and service change.
• Ensure HR Operations activities, projects, and programs are properly resourced and delivered on time and within budget.
Stakeholder:
• Provide leadership, guidance, and advice on HR Operations and continuous improvement programs.
• Champion customer focus; listen to and communicate effectively with customers and stakeholders.
• Build strong working relationships with internal teams and external organizations to support the Snr HR Operations Lead Africa and enhance the organization’s reputation.
• Maintain effective relationships with business and HR leaders, Centres of Excellence leads, and HR Operations Specialist Services leads.
• Liaise with internal/external Heads of Shared Services to benchmark and enhance learning/best practice.
• Establish effective relationships with HR Business Partners.
Process:
• Effectively plan and deliver high quality HR Operations services, including where applicable:
– Employee administration (including advice and support across the employee lifecycle).
– Compensation & Benefits.
• Management of ad hoc projects.
• Develop employee and manager experience through self service, ensuring information is easy to find, user friendly, and informative.
• Drive management information and business insights capability to present a common reporting standard for HR.
• Align HR service delivery and products with changes in local legal and regulatory requirements.
• Handle and resolve complex and difficult issues (e.g., service shortfalls, organization wide impacts).
• Analyse service activities to identify trends and opportunities for process improvement.
• Define quality standards, ROI metrics, and benchmarks.
• Ensure data accuracy and completeness so system dependencies remain aligned.
People Management:
• Lead and motivate the HR Operations team, demonstrating Supply Chain values and high standards of conduct.
• Appoint, develop, and train HR Operations team members to enable effective deployment and outstanding service delivery.
• Ensure HR Operations team performance objectives are clearly defined, aligned to team and business goals, and regularly monitored.
• Provide appropriate development opportunities and coaching to help team members maximise their potential and career aspirations.
Qualifications & Experience
Education:
• Graduate degree qualification.
• HR certification or equivalent.
• Project / program management certification or relevant experience.
• Data Analytics or HRIS Management experience.
Experience:
• Strong understanding of the Supply Chain business and knowledge of operations.
• 5 years of experience in various HR-related areas.
• 3 years’ experience in data management.
• Exposure to more complex, relevant key aspects of HR processes including Talent, C&B, ER/IR, etc.
• Team leadership experience – small to medium‑size teams.
• Prior budget management experience.
• Experience delivering organisational change projects.
• Experience setting up and managing outsource contracts.
• Experience of HR Operations / HR Shared Services emerging best practice.
• Experience working in a multi-cultural team in a multi-national environment.
Functional Competencies
• Has deep knowledge of HR metrics to identify specific HR trends.
• Analyse metrics results and identify HR trends.
• Create further metrics / cross-reference metrics data analysis.
• Has experience of identifying and delivering to customer service targets within a complex environment.
• Use reporting systems (for example CREST, business intelligence tool).
• Has deep knowledge and experience of Service Level Management.
• Adhere to and identify variances on the levels of services provided against SLA.
• Has deep understanding and experience of implementing service quality and process improvement methodologies.
• Has deep knowledge of various HR information management systems.
• Work with the business and facilitate HR subject matter experts to define new HR system requirements.
• Effectively find solutions for complex HR, TM systems requirements and come up with innovative solutions to meet business needs.
• Combine Performance & Talent Management system data with market analysis and global trends into digestible and applicable support for business and HR leaders.
• Translate conceptual Business Intelligence requirements into tangible output to support strategic business decision making.
• Build strong relationships of trust and advises key stakeholders.
• Help team and others to navigate effectively around DPDHL to leverage the capabilities and contacts.
• Resolve conflict effectively to an appropriate resolution and challenges others on all levels appropriately.
• Offer support to help others to demonstrate their value and their willingness to invest in a longer-term commitment.
• Has a deep and detailed understanding of own business unit and that of the wider business division.
DPDHL Core Competencies & Skills
• Maintains effective relationships with customers.
• Develops / Delivers high quality / innovative products, services or solutions.
• Focuses on customer needs and gains their commitment.
• Gains management / colleague support to meet customer needs.
• Ensures strategies / plans are aligned and reflect others’ views.
• Develops strategies / plans aligned to broader organizational strategy.
• Communicates strategy.
• Establishes clear, challenging and achievable objectives.
• Coordinates efforts and aligns resources to achieve objectives.
• Regularly reviews and communicates progress against objectives and adjusts as needed.
• Champions continuous improvement and innovation.
• Provides candid / regular feedback.
• Supports the development of others.
• Inspires others to develop themselves.
• Conveys a clear sense of personal goals and values.
• Actively seeks feedback to improve performance.
• Develops new skills and modifies behaviours based on feedback.
• Takes personal responsibility for career and development.
Languages
English – verbal and written.
