Standard Chartered Bank Nigeria - We attract talented individuals. Not only can they give you the benefit of their experience, they also reveal a closer, more personal look at the wide range of global opportunities we offer. At the core of the Group's people strategy is our focus on employee engagement. Engagement is a key driver of productivity and performance, which creates the foundation of our performance culture. We encourage and focus on the behaviours that bring out the very best from every employee, assessing their performance not just on results but on how those results were achieved. To further embed these behaviours we have a remuneration programme in place, carefully designed to incentivise our employees to live our values every day.
Accountable for day-to-day management and oversight of HR Service Delivery (HRSD) across the designated region, driving seamless operational execution and aligning “core” people services to deliver outstanding customer experience and create capacity for HR to drive business performance
The accountabilities of the role span: (i) strategy (ii) operations management (including payroll, pensions and benefits administration) (iii) service delivery optimisation (iv) policy and process development, deployment and management (v) HR risk, governance and compliance (vi) HR budget management (vii) Shared Service Centre and vendor management (viii) people management
Key measures include the achievement of:
Operational targets and KPIs (time, cost, quality, governance)
Budget and people objectives
Compliance with regulatory requirements and internal policies, procedures, limits and other controls
Well controlled or acceptable audit results
Roles & Responsibilities
OPERATIONS MANAGEMENT
Ensure full alignment to the Group HRSD strategy and target operating model across designated region
Accountable for end to end HR operations across the designated region, optimising delivery to achieve time, cost, quality and governance KPIs
Manage and oversee (end-to-end) payroll, benefits and pensions processes, functions, delivery and cost, including complex query / problem resolution
Partner with the Product (Specialist and Operations) teams to ensure seamless delivery of products and processes
Double hat as the (Country) Head, HR Service delivery for the regional hub
Design, develop, implement and review regional / local processes. Ensure all HR processes are managed efficiently, effectively and consistently, and are thoroughly documented, aligned to global departmental operating instructions
Drive productivity and service improvement programmes, taking into account customer experience, frontline effectiveness, operational risk and costs
Identify opportunities to drive simplification, efficiency, effectiveness, stability and optimisation, through standardisation, centralisation, straight through processing, automation etc maximising flexibility, minimising handover points and reducing cost (without compromising controls)
Assess whether there’s a global, regional or local impact and respond accordingly
Set clear direction for the team and implement a robust tracking, reporting and escalation framework that includes clear metrics, KPI reporting/analysis, and reviews:
Analyse dashboards, metrics and reporting to track progress, identify and prioritise issues, benchmark performance, develop forecasts, etc
Provide regular updates to key stakeholders, promptly escalating key risks and issues
Develop and manage the (HR) production schedule for the region
Ensure the delivery of all HRSD projects within specified scope, cost, resource and time constraints, with effective reporting in place throughout each project
Use data and factual evidence to drive and underpin day-to-day management actions and decision-making (including driving compliance, identifying opportunities for improvements and driving for gap resolutions)
Deliver management reports (including status reports) on time, and to the required quality
Drive continuous improvement in the accuracy, integrity and timely input of data into relevant (HR) systems including PeopleSoft, Phoenix and Optial
Work with the relevant stakeholders to develop, manage and secure approvals for any locally required system changes
Provide HRSD expertise on regional / local HR projects and initiatives as required, including mergers and acquisitions
Provide ad hoc support to the Head, Country HR Service Delivery, as required
Shared Service Centre And Vendor Management
Ensure robust governance is in place around all HR processes migrated to the HR SSC or outsourced to third party vendors, with documented service levels in place for each migrated / outsourced process
Actively manage and continually develop the relationship with the HR SSC and third party vendors, with a view to increasing global operational efficiencies
Provide guidance and expertise to the HR SSC teams in the execution of the operational aspects of HR products and services, ensuring:
Training is provided by the relevant (local / global) specialists, as required
Improvements are driven in partnership with the relevant stakeholders and through knowledge and query management processes (e.g. AskHR)
Drive manager and employee self service for resolving HR-related queries across the region, partnering with AskHR to drive the effective resolution of queries in a fast, convenient and accurate way, ensuring a credible alternative to face-to-face contact
Content owner of the HRSD related AskHR knowledge management libraries for the region
Manage HRSD related vendors across designated region (including benefits and payroll providers) in line with the global vendor management framework
Partner with the Head, HR Vendor Management (as applicable) to monitor and manage performance against established SLAs, with regular performance reviews to highlight and address areas of concern (managing exceptions, challenging behaviours and implementing consequences), and ensure the provision of quality, cost efficient services that meet business needs
Resource Management
Monitor and manage HRSD team capacity and develop a forward looking resource plan to optimise resource usage across the region
Report performance to the Head, Country HRSD through quarterly performance cost management track reviews, providing shrewd insights behind the results
Deliver the HRSD budget (tracking and reconciling financials on a regular basis), creating capacity for key business priorities
Support the Regional Head, HR in proactively managing the overall HR budget and reconciliation process across designated region, ensuring the region meets its (stretch) cost targets/forecasts:
Prepare annual budget and quarterly forecast submissions; closely monitor / track actuals vs budget and forecast
Reconcile financials (manage recharges; general ledger matters; accrual and prepayment accounts; vested benefits for terminated employees, etc)
Highlight areas of surplus and concerns, initiating actions required to meet (stretch) budgetary requirements / targets
Customer Experience And Relationship Management
Provide advice to senior stakeholders, working with them collectively and individually to resolve complex operational issues and drive solutions that meet business needs, delivering a differentiated service to address the specific needs of key customer groups
Increase the credibility and profile of HRSD. Foster strong, collaborative relationships with internal and external stakeholders, providing regular updates to achieve desired outcomes:
Increase stakeholder awareness of what the HRSD team offer and need in return
Deliver high levels of sponsorship, engagement and collective understanding, turning leaders into advocates of HRSD
Manage change to facilitate team, HR and business readiness for (and full implementation of) new processes
Manage expectations when unusual variations in workflows or resource availability impact ability to meet SLAs
Oversee the effective resolution of complaints. Senior point of escalation for complex queries / operational HR matters. Exercise sound commercial judgement, responding to and resolving (the root cause of) issues appropriately
Contribute to the proactive and visible leadership of HRSD across the Bank, representing the region in forums and initiatives as required, including (but not limited to): the local Functional Operational Risk Committee; the HRSD Performance Management Committee; HR Production Call
Pathological collaboration to deliver coordinated, integrated, end-to-end processes and solutions:
HR teams (including but not limited to): Country HR: Shared Service Centre; Group HR Risk; HR Analytics; Product Operations; Talent Acquisition; International Talent Deployment; Performance, Rewards and Benefits; Talent & Learning; Strategic HR Initiatives & Change Management
Other internal teams (including but not limited to): Finance; Global Sourcing; GTO; Company Secretariat (Non-Executive Directors)
External: external auditors; regulatory bodies and government agencies (e.g. Social Security, tax etc)
People Management
Build a world class HRSD team, broadening and deepening the overall talent (and succession) pipeline
Manage employee engagement, development, succession and retention day-to-day
Deliver strategic people priorities, ensuring the team’s structure, bench-strength and people programmes are appropriate for the delivery of strategies and plans
Drive and embed a strong performance and risk management culture through inspiring, motivating, and rigorous management discipline
Role model and drive the right team behaviours (including regional and global collaboration) to optimise operational excellence and customer focus
Build the regional hub into a centre of operational excellence, setting the standards for others to follow, sharing best practice, lessons learned, knowledge and expertise
Governance, Risk Management and Control
Support the Regional Head, HR in overseeing, directing and proactively managing day-to-day people risk, governance, compliance and regulatory reporting, ensuring (in collaboration with other HR teams) that the Risk Management Framework is fully embedded across designed region, including (but not limited to) ensuring:
All material risks are identified, assessed, mitigated, controlled, monitored and reported in an appropriate and timely manner
A proactive risk identification framework is in place to highlight early signs of process failures
Timely, accurate and comprehensive operational risk and loss tracking, reporting and escalation is in place
Clear lines of control and delegations of authority are in place
Agreed service deliverables are met without compromising on accepted and agreed risk parameters
Risk / return and control cost / benefit decisions are made transparently, on the basis of proper assessment, in accordance with the Group’s risk appetite
Operational risks for new products / processes are identified and understood, with appropriate controls put in place, prior to launch
Key risk control standards (KCS), key risk indicators and key control indicators are designed, agreed and embedded for all key HR processes
Control effectiveness is regularly assessed (including control sample testing), with results, findings and exceptions managed and reported to the relevant parties
Support the Regional Head, HR in running the regional HR Functional Operational Risk Committee (FORC), ensuring end-to-end governance oversight over operational risk management:
Drive the agenda (ensuring adequate coverage of core processes)
Analyse and consolidate the regional risk registers; OR Profile; loss and risk reporting, etc
Ensure robust discussion in the meetings, with robust follow-through on actions to mitigate identified operational risks and audit / assurance failures
Escalate issues as required, ensuring effective communication is in place between the FORC, CORC, PGCs and HRRC
Lead reviews at the country/regional level (or participate in reviews driven by the Group/Functional level), including: (1) risk based process reviews on critical processes (2) reviews based on thematic risks (3) reviews to provide validation assurance
Proactively engage with audit on potential risk exposures. Co-ordinate / supervise all (HR related) internal operational, regulatory and external audit requests (and assurance / peer reviews) across designated region, ensuring they are appropriately managed, reported and followed up (including sharing findings / lessons learned)
Ensure all HR policies, procedures and practices: are (and remain) firmly embedded across the region; comply with Group and local regulatory requirements; reflect best practice; and are regularly reviewed in line with the Bank’s governance framework. Identify and lead the development of any specific local HR policies and procedures; and manage / provide input to any HR policy dispensations requested for the region
Manage the regional HRSD Risk Register, ensuring all country HRSD risk registers are in place across designated region
Ongoing monitoring of trends and developments, anticipating changes in regulatory, legislative and internal requirements (in conjunction with country Legal & Compliance). Communicate and manage any internal impacts (to policies, processes etc) on a timely basis, ensuring HR remains fully compliant
Ensure HR team members are suitably trained on operational risk
Ensure effective HR Business Continuity plans are in place and understood across designated region, enabling critical activities to continue in the event of a crisis. Validate / test the plan and continuously monitor for any changes that may impact the integrity of the plan, amending / updating the plan as required
Qualifications & Skills
Degree from a recognised University
Proven leader with demonstrated strengths and in-depth experience in coaching, managing and engaging a cross-border team
Has held a senior operations leadership position in a large, international, blue-chip business, with demonstrated success in
Designing and leading effective change in processes / practices / projects, delivering improvements in efficiency, effectiveness and simplification
Adept at prioritising extensive and complex sets of issues, assessing risk and appropriate levels of return
Sound financial analysis and management experience, including proven experience in handling significant / complex budgets and strong analytical skills
Adept at working across a complex matrix organisation strong consultative and negotiation skills combined with the ability to successfully manage internal politics and adapts to different cultural styles
Results-oriented. Proven ability to manage numerous conflicting priorities, adapt rapidly and work well under high pressure in a fast-paced environment, while providing a quality customer service
Knowledge and understanding of relevant (employment) legislation across several different countries (within the designated region)
Excellent (verbal and written) communication and influencing skills, combined with a proven ability to effectively challenge to deliver business results
Desirable
Understanding of and successful track record in applying continuous improvement methodologies (e.g. Six Sigma) including metric frameworks and reporting
Certified Payroll Professional (CPP)
Enterprise and application knowledge and experience including PeopleSoft HR -
Advanced MS Excel skills
Experience in and / or good general knowledge of the Financial Services industry
Working knowledge of the Bank’s client groups, structure and operations.