PURPOSE

• The Shared Services Manager plays a pivotal role in driving the execution of the strategic vision and operational excellence of the Shared Services function within the People Team. This role is responsible for leading key initiatives and projects that enable M-KOPA’s People Team to operate more efficiently, compliantly, and innovatively in support of the employee experience and optimized People operations.
• The ideal candidate will bring a strong background in HR with expertise in process improvement, payroll administration, employee relations, and HR technology. This is a dynamic, project-oriented role requiring a hands-on approach, strategic thinking, and the ability to thrive in a fast-paced environment.

KEY JOB FUNCTIONS

Employee Relations Enablement

• Collaborate with senior leadership to design and implement tools and templates to streamline and automate Employee Relations (ER) processes.
• Analyse ER trends and metrics to inform proactive strategies and interventions.
• Review and enhance ER policies to ensure compliance, relevance, and effectiveness.
• Simplify disciplinary processes in collaboration with the People Partnership team, ensuring fairness, consistency, and legal compliance.
• Leverage technology for ER-related tracking, including disciplinary outcomes and Performance Improvement Plans (PIPs).

Policies and Procedures Development

• Support the design, development, and refinement of HR policies and procedures, ensuring alignment with global best practices and legal standards.
• Conduct regular policy reviews to reflect evolving laws, regulations, and organizational priorities.
• Drive awareness and understanding of policies across the organization in partnership with People Partners.
• Document Standard Operating Procedures (SOPs), create process maps, and maintain a centralized repository of HR guides.

Local Onboarding and Offboarding Practices

• Enhance end-to-end onboarding and offboarding processes for seamless employee experiences.
• Co-design and deliver local orientation sessions with market-specific customization.
• Continuously improve pre-onboarding and onboarding workflows for efficiency and effectiveness.
• Maintain updated onboarding documentation in alignment with business needs and legal requirements.
• Monitor probationary period records and provide data-driven insights.

Payroll Administration

• Coordinate payroll processes between HR Shared Services and the in-house payroll team.
• Streamline and automate payroll updates, computations, and tracking processes.
• Ensure payroll accuracy, data integrity, and compliance with SLAs and privacy standards.
• Partner with People Partners for payroll file approvals and ensure timely submission.

Benefit Administration

• Support benefits administration across all markets, including the UK.
• Optimize vendor management, review trends in utilization, and collaborate on employee education initiatives.

Shared Service Projects

• Drive change management initiatives to enhance the employee experience.
• Simplify and automate performance improvement tracking processes.
• Implement key projects and support cyclical events within agreed timelines.
• Contribute to global HR initiatives and projects.

Reporting & Insights

• Deliver monthly, quarterly, and annual People-specific reports for management insights.
• Analyse people data trends to identify opportunities and inform strategies.
• Provide timely and accurate reporting to support data-informed decisions.

General HR Administration Support

• Assist with organization changes and restructures.
• Support actions from performance reviews and employee engagement surveys.
• Submit and approve POs for shared services.
• Conduct exit surveys and analyze feedback.
• Provide HR ticket management support through Freshservice.

ORGANISATIONAL STRUCTURE

• Reports to: Head of HR Shared Services
• Reports of this position: N/A

DECISION MAKING & AUTHORITY

• Decisions made by the position: None
• Recommendations made by the position: None

EXPERIENCE, SKILLS & COMPETENCIES, LICENCES & CERTIFICATIONS, EDUCATION REQUIRED

• Bachelor’s degree in HR, Business, or a related field.
• Proven experience in HR, with expertise in process improvement and shared services.
• Strong knowledge of payroll administration, employee relations, and HR technology.
• Excellent analytical, organizational, and communication skills.
• Ability to thrive in a fast-paced, dynamic, and project-oriented environment.
• Experience with HR systems, payroll tools, and ticketing systems like Freshservice.