Head of HRIS Service Center

About the role

Africa Global Logistics Rwanda Limited, a transport and logistics company based in the Kigali Special Economic Zone, Rwanda, is looking for a Head of HRIS Service Center (KSSC) in Kigali. The role manages the operational, functional and technical supervision of HRIS support, leads Level 1 and 2 support teams and ensures the stability, performance and scalability of the HRIS system while coordinating with IT, HR and vendors.

Key responsibilities

• Define the HRIS support strategy, service objectives and KPIs (SLAs, resolution rate, user satisfaction)
• Supervise and coordinate Level 1 and 2 teams by function (Core HR, Talent, Payroll, Data, Integrations) and build the service operating model
• Manage, lead and develop support teams, identify recruitment, training and certification needs, and promote internal customer service
• Ensure HRIS availability and reliability with the vendor, handle critical escalations and oversee access security, role management and GDPR compliance
• Drive continuous improvement, build the knowledge base and self-service tools, and contribute to the HRIS roadmap
• Report regularly to the HR and IT executive committee, manage vendor and partner relationships, define HRIS governance and manage the Service Center budget

Required profile

• 8 to 10 years of experience in HRIS project management or operations
• At least 3 to 5 years in a support team management role
• Proven experience managing a Service Center or HRIS center of expertise
• Experience in a multi-site, multi-country environment and strong focus on customer satisfaction

Required skills

• Proficiency in one or more HRIS systems (HR Access, Workday, SAP SuccessFactors, Oracle HCM, Talentsoft, etc.)
• Knowledge of HR/Payroll functions, integration challenges and SLAs, resolution rate and backlog tracking
• Ability to manage outsourcing and application maintenance contracts, audit organizations and challenge change requests
• Strong communication, change management and office tool skills (PowerPoint, Word, Excel)