Senior Lead - HR Shared Services

We are looking for a Senior Lead - Shared Services to join our Human Resources group; as we scale up and drive digital and financial inclusion across our markets. Job Purpose The Senior Lead – HR Shared Services is responsible for overseeing the delivery of efficient, accurate, and compliant HR operational services across the employee lifecycle. The role supports global and market-level HR operations, including employee records management, contracts administration, payroll input coordination, offboarding, and employee relations case administration. The position drives operational excellence through strong service governance, stakeholder management, risk controls, and continuous process improvement while ensuring consistent delivery against agreed service standards and SLAs. Key Responsibilities 1. Service Delivery Leadership & Governance Oversee day-to-day HR Shared Services operations, ensuring timely and accurate execution of activities across the employee lifecycle. Coordinate workload allocation, prioritisation, and operational follow-through across the function. Establish and maintain operational routines, service standards, and process handoffs. Track and report service KPIs including SLA adherence, turnaround times, quality metrics, backlog management, and error rates. Manage escalations, resolve operational bottlenecks, and ensure timely communication and case closure. 2. Stakeholder Management & Cross-functional Coordination Partner with People Partners, Talent Acquisition, Payroll, Finance, Legal, and HRIS teams to deliver seamless HR operational support. Align stakeholders on timelines, approvals, documentation standards, and service expectations. Translate policy or business changes into operational processes, templates, communications, and training materials. Provide operational updates, risk reporting, and improvement recommendations to People leadership where required. 3. Records & Data Governance Ensure employee records and documentation are complete