Head of HRIS Service Center

	Head of HRIS Service Center

General informations

 Africa Global Logistics Rwanda Limited, a company duly incorporated under the laws of Rwanda and its offices at Kigali Special Economic Zone, P.O.Box 1338, Kigali, Rwanda is specialised in transport and logistics 

Job description

Mission Description                      

To Manage the operational, functional, and technical supervision of HRIS support.
Lead level 1 and 2 support teams, ensure the stability, performance, and scalability of the HRIS system, and guarantee a high level of service to HR and operational users.
While ensuring strategic coordination between IT, HR, and vendors, ensure consistency between HR/Payroll processes, the HRIS solution, and the Group's HR digital strategy.

HRIS Service Center Management
• Define the HRIS support strategy, service objectives, and key performance indicators (SLAs, resolution rate, user satisfaction, etc.)
• Supervise and coordinate level 1 and 2 teams, organized by functional domains (Core HR, Talent, Payroll, Data, Integrations…)
• Develop the service operating model: procedures, tracking tools, prioritization, and escalation organization
• Ensure a consistent level of service across all group entities

Team Management and Skills Development
• Manage, lead, and develop the skills of support teams (technicians, consultants, administrators…)
• Promote a culture of internal customer service, operational excellence, and collaboration between support levels
• Identify recruitment, training, and HRIS certification needs
• Organize cross-functional collaboration between support, projects, and ongoing maintenance

Functional and Technical Supervision of the HRIS
• Ensure with the vendor the availability and reliability of the HRIS system and its modules
• Manage complex escalations (critical incidents, cross-functional issues)
• Oversee access security, role management, and GDPR compliance
• Coordinate functional or technical updates with vendors and IT

Continuous Improvement and Innovation
• Identify incident trends and lead continuous improvement plans for the system in coordination with the vendor
• Develop the knowledge base and self-service tools to reduce support workload
• Propose optimization opportunities for HR processes through the use of the HRIS
• Contribute to the HRIS evolution roadmap in collaboration with project teams and HR leadership

The main tasks are identified but not exhaustive, as new activities may be proposed as long as they are directly related to the role.

Governance, Reporting, and External Relations
• Ensure regular reporting to the HR and IT executive committee on Service Center performance
• Manage relationships with vendors, integrators, and external partners
• Participate in defining the overall HRIS governance (roadmap, budgets, priorities)
• Manage the HRIS Service Center budget

 

Profile

KEY REQUIREMENTS
Minimum of 8 to 10 years of experience in HRIS project management or operations
Including at least 3 to 5 years in a support team management role
Proficiency in one or more HRIS systems (HR Access, Workday, SAP SuccessFactors, Oracle HCM, Talentsoft, etc.)
Proven experience managing a Service Center or HRIS center of expertise
Experience working in a multi-site and multi-country environment
Strong and continuous focus on customer satisfaction

KEY SKILLS
Strategic vision in HRIS and HR/Payroll processes
Strong understanding of the HRIS ecosystem
In-depth knowledge of HR/Payroll functions
Strong understanding of integration and system update challenges
Proven experience in HRIS project management, including T&A (Time & Attendance)
Mastery of support performance indicators (SLAs, resolution rate, backlog tracking)
Ability to manage outsourcing service contracts and application maintenance (TMA) contracts
Ability to audit an organization and challenge change requests
Cross-functional management and organizational agility
Strong change management skills and user support capabilities
Excellent communication with Group support functions and local/regional management
Excellent verbal and written communication skills
Strong proficiency in office tools (PowerPoint, Word, Excel)

KEY COMPETENCIES
Collaborative leadership and empathy
Strong customer and results orientation
Strong analytical skills
Ability to prioritize and manage stress effectively
Interest in optimization and simplification
Tenacity
Proactivity
Ability to propose solutions and improvements
Strong sense of customer service and attention to detail
Strong organizational skills and rigor
Adaptability
Analytical and synthesis mindset