Africa Global Logistics Rwanda Limited, a company duly incorporated under the laws of Rwanda and its offices at Kigali Special Economic Zone, PO Box 1338, Kigali, Rwanda is specialized in transport and logistics.

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

Qualifications or requirements (e.g., education, skills)

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

• 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
• 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
• 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
• 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
• 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

• 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)

• 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