Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service

We are pleased to announce the following vacancy for People Operations Lead – HR Service Center within the Resources Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the EHOD – Shared Services  the role holder will Lead, support and manage employees and managers across full employee lifecycle (Onboarding, Contracting, Letters administration, Information Management and filing, HR Helpdesk, People Management, offboarding) through advisory and coaching on HR procedures (Process and policy) and platforms. Acting as the HR Service Center single point of contact for business and triaging to HR Centers of Excellence, 3rd party HR Service Providers to ensure timely resolution to meet agreed service level agreements and high-quality customer service delivery.

Job Responsibilities 

• Work in a highly data sensitive environment, responsible for protecting data Privacy at all times and adhering to confidentiality requirements to promote zero breach of compliance policies.
• Resolve and prioritize complex or sensitive user issues through consultation with partner support and vendors
• Independently respond to complex internal and/or external partner issues, advocating for the partner/customer, and influence decision making on deliverables.
• Deliver operational excellence in line with service goals and identify opportunities to improve/scale
• Meet SLA measures viz a vis turn-around time by providing high quality and timely resolution to employees and managers inquiries
• Deliver success through empowerment and accountability by modelling, coaching and caring for team members
• Manage the operational implications across end-to-end service delivery to ensure model, tool, and support readiness for projects.
• Implement and execute on service delivery improvements and new process/scope changes, including extended workforce activities
• Partner with HR Centers of Excellence to resolve people issues raised to HR Service center and seek process improvements
• Continuously strive to gain customer satisfaction and minimize complaints about the delivery of HR operations services
• Use quality frameworks and tools for trend analysis, root cause analysis, provide an immediate and permanent fix for service defects with an ardent desire to continuously improve processes and deliver against agreed objectives/service levels.
• Ensure data quality and integrity is maintained for enablement of downstream applications and processes to perform as expected, and maintaining a compliant HR services organization
• Accountable for managing HR audit requirements 

Job Requirements

Qualification 

• Bachelor’s Degree or equivalent in Human Resource Management
• A minimum of 7 years’ experience in HR People Operations or HR generalist roles.
• Excellent communication skills (both verbal and written)
• Ability to maintain highly confidential and sensitive information
• Ability to apply judgement to address customer root needs; includes asking targeted questions
• Display strong attention to detail and proven ability to manage multiple priorities and/or projects
• Must have strong planning, coordination and organizational skills
• Possesses initiative & drive; with strong desire to continuously improve processes and deliver against agreed objectives/service levels
• Multi-tasking ability in a fast-paced environment, completing work tasks with speed and accuracy in a detailed work environment
• Ability to make decisions that impact customer service levels with a sense of urgency.
• Strong analytical, problem solving and trouble shooting skills as well as a desire and attitude to go above and beyond in resolving issues.
• Ability to work effectively in a team, prioritize multiple demands, exercise tact, discretion and meet deadlines

How to Apply

 If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to fill the following Microsoft Form, as it is mandatory and proceed to update your candidate profile on HERE then click on the apply button 

Remember to attach your resume!