Head of HRIS Service Center (KSSC)

About the role

The Head of HRIS Service Center will lead the operational, functional, and technical supervision of the HRIS support function for Africa Global Logistics Rwanda Limited. Reporting to senior HR and IT leadership, you will ensure the stability, performance, and scalability of the HRIS platform while delivering high‑quality service to HR and operational users.

Key responsibilities

• Define HRIS support strategy, service objectives and KPIs (SLAs, resolution rate, user satisfaction).
• Supervise and coordinate Level 1 and Level 2 support teams across functional domains (Core HR, Talent, Payroll, Data, Integrations).
• Develop and maintain the service operating model, including procedures, tracking tools, prioritisation and escalation processes.
• Lead team development, recruitment, training and certification to foster a culture of internal customer service and operational excellence.
• Ensure system availability and reliability with vendors, manage complex escalations and oversee access security, role management and GDPR compliance.
• Identify incident trends, drive continuous‑improvement initiatives and expand self‑service knowledge bases.
• Propose HR process optimisation opportunities and contribute to the HRIS evolution roadmap.
• Report regularly to HR and IT executive committees, manage vendor relationships and the Service Center budget.

Required profile

• 8‑10 years of experience in HRIS project management or operations.
• 3‑5 years of experience managing support teams.
• Proficiency in at least one major HRIS platform (e.g., HR Access, Workday, SAP SuccessFactors, Oracle HCM, Talentsoft).
• Strong understanding of HR/Payroll processes, data security and GDPR requirements.

Required skills

• HR Access
• Workday
• SAP SuccessFactors
• Oracle HCM
• Talentsoft

What we offer

• Opportunity to shape HR digital strategy for a leading logistics company.
• Leadership role with cross‑functional influence.
• Competitive compensation package.