Job Description

General information

Head of HRIS Service Center KSSC General informations Africa Global Logistics Rwanda Limited, a company duly incorporated under the laws of Rwanda and its offices at Kigali Special Economic Zone, P.O.Box 1338, Kigali, Rwanda is specialised in transport and logistics Job description Job Title HUMAN RESOURCES MANAGEMENT

Head of HRIS Service Center KSSC Contract Type PERMANENT Job Location East Africa, Rwanda, KIGALI Working Hours Full time Mission Description To Manage the operational, functional, and technical supervision of HRIS support. Lead level 1 and 2 support teams, ensure the stability, performance, and scalability of the HRIS system, and guarantee a high level of service to HR and operational users. While ensuring strategic coordination between IT, HR, and vendors, ensure consistency between HR/Payroll processes, the HRIS solution, and the Group's HR digital strategy.

HRIS Service Center Management Key Responsibilities

• Define the HRIS support strategy, service objectives, and key performance indicators (SLAs, resolution rate, user satisfaction, etc.)
• Supervise and coordinate level 1 and 2 teams, organized by functional domains (Core HR, Talent, Payroll, Data, Integrations…)
• Develop the service operating model: procedures, tracking tools, prioritization, and escalation organization
• Ensure a consistent level of service across all group entities

Team Management and Skills Development

• Manage, lead, and develop the skills of support teams (technicians, consultants, administrators…)
• Promote a culture of internal customer service, operational excellence, and collaboration between support levels
• Identify recruitment, training, and HRIS certification needs
• Organize cross-functional collaboration between support, projects, and ongoing maintenance

Functional and Technical Supervision of the HRIS

• Ensure with the vendor the availability and reliability of the HRIS system and its modules
• Manage complex escalations (critical incidents, cross-functional issues)
• Oversee access security, role management, and GDPR compliance
• Coordinate functional or technical updates with vendors and IT

Continuous Improvement and Innovation

• Identify incident trends and lead continuous improvement plans for the system in coordination with the vendor
• Develop the knowledge base and self-service tools to reduce support workload
• Propose optimization opportunities for HR processes through the use of the HRIS
• Contribute to the HRIS evolution roadmap in collaboration with project teams and HR leadership

The main tasks are identified but not exhaustive, as new activities may be proposed as long as they are directly related to the role.

Governance, Reporting, and External Relations

• Ensure regular reporting to the HR and IT executive committee on Service Center performance
• Manage relationships with vendors, integrators, and external partners
• Participate in defining the overall HRIS governance (roadmap, budgets, priorities)
• Manage the HRIS Service Center budget Profile KEY REQUIREMENTS

Minimum of 8 to 10 years of experience in HRIS project management or operations

Including at least 3 to 5 years in a support team management role

Proficiency in one or more HRIS systems (HR Access, Workday, SAP SuccessFactors, Oracle HCM, Talentsoft, etc.)

Proven experience managing a Service Center or HRIS center of expertise

Experience working in a multi-site and multi-country environment

Strong and continuous focus on customer satisfaction

KEY SKILLS

Strategic vision in HRIS and HR/Payroll processes

Strong understanding of the HRIS ecosystem

In-depth knowledge of HR/Payroll functions

Strong understanding of integration and system update challenges

Proven experience in HRIS project management, including T&A (Time & Attendance)

Mastery of support performance indicators (SLAs, resolution rate, backlog tracking)

Ability to manage outsourcing service contracts and application maintenance (TMA) contracts

Ability to audit an organization and challenge change requests

Cross-functional management and organizational agility

Strong change management skills and user support capabilities

Excellent communication with Group support functions and local/regional management

Excellent verbal and written communication skills

Strong proficiency in office tools (PowerPoint, Word, Excel)

KEY COMPETENCIES

Collaborative leadership and empathy

Strong customer and results orientation

Strong analytical skills

Ability to prioritize and manage stress effectively

Interest in optimization and simplification

Tenacity

Proactivity

Ability to propose solutions and improvements

Strong sense of customer service and attention to detail

Strong organizational skills and rigor

Adaptability

Analytical and synthesis mindset