HR Shared Services Lead

Reporting to the Chief Human Resources Officer, the position holder will be required to design, develop and setup HR Shared Services organization that operationalize an inspiring employee experience by driving simplification, automation, and digitization of the employee life cycle in line with the HR Mission of delivering a fit for purpose agile organization.

This leadership role will need to embed a professional, continuous improvement culture where the team deliver as per the customer promise of simple, transparency and honesty in the operations.

The role is key in our digital transformation journey and focused on customer obsession. The role will report to the Chief Human Resources Officer and will be accountable for people, process, and systems improvement through collaborative engagement across the stakeholders in the organization.



The Product Owner maximizes value by delivering the product vision and defining the epics and user stories to work on, owning, defining and prioritizing the product backlog of the Squad and accepting deliverables at the end of each sprint

Create and implement the overall service delivery strategy of HR, developing and executing the program roadmap, working with process owners, internal and external stakeholders, and service providers
Develop a framework and roadmap for the transition of work into the Shared Services
Identify business challenges and use data analysis to help influence changes to the operations, process, and programs
Ensure all policies and processes are properly documented and adhere to the Control Framework applying a risk-based approach and support all audit requirements
End to end process documentation, KPIs, and dashboards (daily, weekly and monthly) for the leadership team reviews in order to drive a continuous improvement culture and accountability to stakeholders
Review and deployment of best practice processes and continuous improvement fostered through ongoing involvement in external networks
Provide hands-on program management of our core HR services, partnering with the HRBPs, team members and functional stakeholders
Drive high quality execution of HR Operations including but not limited to the following:Analyze & diagnose problems, maintain test plans
Provide daily support to the stakeholders
Publish reports, monthly dashboards for client and internal stakeholders
Understanding the HR policies and creating SOP using RACI model, FAQs and checklists
Define and secure agreements on SLAs between the HRSS and the client functions
Plan and execute employee engagement, training & development, managing escalations, exit-survey process
Compensation and Benefits:Ensure the accuracy of employee payroll and personal income tax in accordance with company policy and guidelines while ensuring compliance to local laws
Working closely with Finance & Accounting team on payroll and employee expenses accounts
Taking ownership on management, administration and processing of other employee benefits (i.e., medical insurance, life insurance, etc.)
Staying updated with the employment and salary trends in the market to ensure the hiring process stays relevant
HR Employee ServicesSupport and guide employees on HR enquiries and requests
Support employee travel requirements in co-ordination with facilities team like: Visa, Permits, travel tickets, accommodation, etc.
Implement new employee initiatives for employee engagement and productivity
Working closely with Head of HR and HRBPs to drive the high-performance culture though performance management system
Manage and maintain HR Service Level Agreement (SLA)
Manage and own seamless on-boarding and off-boarding process
Process ManagementTake ownership and lead the implementation of new process by implementing defined action plans
Conducts analysis and gain feedback on processes/procedures and support the design of new processes
Data ManagementMust be an expert in HRIS and contribute to management of employee data
Ensure data compliance requirements by conducting gap analysis on reporting and documentation of employee records and correct it
Health, Safety and WellnessEnsure compliance by employees and adherence to HSW norms
Conduct trainings and audits on a periodic basis: Monthly, quarterly, yearly
Record and report any incidents and document the learning from it to imbibe in the HSW framework
Recruit, Retain, Exit and RetireSupport the recruitment process by performing talent sourcing internally as well maintain relationships with external agencies
Align the process for hiring between the function and the applicant and perform all joining relation formalities
Conduct exit survey for employees leaving the organization and provide insights for retention policies
For employees retiring, process the retirement benefits
Defines the product vision and coordinates with the Tribe Lead and other Product Owners.
Focuses the team on delivering business value in regular increments.
Responsible for defining and tracking Objective Key Results (OKRs) and KPIs as part of the quarterly business reviews (QBR) process.
Using data, develops and defines user stories / items and acceptance criteria from the feature and capability roadmap.
Contributes to the squad with relevant product knowledge in the development of tasks.
Prioritizes initiatives to achieve business objectives and continuously grooms the backlog to keep it up to date.
Participates in the sprint planning to reaffirm priorities and clarify requirements.
Approves the final release plan and accepts all deliverables against defined user stories and acceptance criteria.
Engages stakeholders and senior leaders regularly on all aspects of the product.
Defines the skills and capabilities required for the proper operation of new squads together with the Tribe Lead, the Tech Co Lead and the Chapter Leads
The product owner drives the Simplification(S), Automation(A) and Digitization(D) of HR processes so as to deliver an inspiring employee journey (Joiner, Mover, Leaver)
Resourcing plan (S+A)
Recruitment (A)
Selection (A)
Perfect day one (A+D)
Performance management(A)
Learning & Development (A)
Talent Management (A)
Reward (A+D)
Internal moves (A)
Employee relations (S+A+D)
Employee assistance programme (S+A)
Fleet & travel (A+D)
Customer service (S+A+D)
Physical work environment (D)
Voluntary exit (S+A)
Involuntary exit (S+A)
Pension (S)
Participate in design by giving input, build and test, implement and roll-out, and optimize a HR Shared Services centre


Bachelor’s Degree in business, Technical or Human Resources Field
Professional qualifications will be an added advantage
Demonstrable experience in operating a Shared Service Centre.
Minimum of 5 years’ experience in Human Resource management
Demonstrable evidence of leading innovative and/or transformative projects
Strong business and client leadership abilities; ability to innovate and engage stakeholders;
Self-motivated individual able to motivate and lead a team
Collaborative approach, able to work in a team setting


Click “APPLY FOR JOB” button above to apply for this job.

About Safaricom Kenya

Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects. With over 29 Million subscribers and an estimated market share of 67%, the Company has the widest modern mobile network coverage in Kenya and prides in its experienced shareholders, attractive tariffs, a nationwide network of effective dealers, high caliber staff and management enabling it to maintain its position as the region’s mobile market leader.