Senior Lead - HR Shared Services

About the role

You lead the end to end execution of HR Shared Services for M Kopa in Ghana, owning the employee lifecycle with precise, timely delivery. You coordinate workload, set service standards, and partner with People, Talent Acquisition, Payroll, Finance, Legal, and HRIS to keep operations seamless. You analyse service data, manage escalations, conduct risk assessments, and translate policy or business changes into operational processes, templates, communications, and training materials.

Key facts

What you'll do

• Oversee day to day HR Shared Services operations and ensure timely accurate execution across the employee lifecycle, while coordinating workload allocation 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, ensure timely communication and case closure, and align stakeholders on timelines, approvals, documentation standards, and service expectations.
• Partner with People Partners, Talent Acquisition, Payroll, Finance, Legal, and HRIS teams to deliver seamless HR operational support and translate policy or business changes into operational processes, templates, communications, and training materials.
• Provide operational updates, risk reporting, and improvement recommendations to People leadership, and ensure employee records and documentation are complete, accurate, and compliant with internal and regulatory requirements.
• Drive HR data quality initiatives and implement preventive controls to minimise recurring errors, conduct regular audits to identify and resolve data inconsistencies or compliance gaps, and maintain confidentiality and strong controls around employee data handling and storage.
• Oversee employment contract issuance, renewals, amendments, and extensions within established timelines, and 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, and coordinate monthly payroll input readiness by managing timelines, approvals, and submission requirements.
• Investigate payroll discrepancies and coordinate corrective actions with Payroll and Finance stakeholders, maintain audit ready payroll documentation and supporting controls, and coordinate smooth employee offboarding processes including exit documentation, systems updates, benefits cessation, and stakeholder handoffs.
• Oversee administration of disciplinary and grievance cases including documentation, scheduling, minutes, milestone tracking, and outcome communication, manage escalations and exceptions to minimise operational risk and maintain a positive employee experience, and identify operational inefficiencies to implement practical process improvements, templates, and standardisation initiatives.

Requirements

• Hold a Bachelor's degree in Human Resource Management, Business Administration, or a related field.
• Possess a Certified HR Practitioner in Ghana, preferably CIHRM.
• Bring 4-5 years' experience in HR Shared Services, HR Operations, or employee lifecycle administration roles.
• Demonstrate hands-on experience across HR records management, contracts administration, payroll coordination, offboarding, and employee relations support.
• Show experience working within fast paced or multi country operational environments.
• Have a strong understanding of HR operations compliance requirements and employee lifecycle processes.
• Exhibit strong stakeholder management and cross functional coordination skills.
• Maintain close attention to detail with strong risk awareness and control discipline.
• Possess strong analytical and reporting capabilities with experience using operational metrics to drive improvements.
• Have experience supporting automation, process improvement, or AI enabled HR operational initiatives.
• Show strong communication, escalation management, and problem solving skills.
• Ability to manage multiple priorities and work within tight deadlines.
• Demonstrate experience using HRIS systems such as HiBob or equivalent platforms.
• Show familiarity with ticketing or case management systems such as Freshservice.

Nice to have

• None stated.

Engineering methods

• Not applicable.

Relevant systems

• HiBob.

Practical notes

• Salary not stated.
• Visa sponsorship status not stated.
• Exact team or direct headcount not stated.
• AI tools or specific technology stacks not specified.
• Onsite days not specified.