Site HR Operations Lead at DHL

We are offering an exciting opportunity for the position of Site HR Operations Lead. In this position you will play a crucial role to support our vision of becoming a Great place to work for all.


Role Outline


Responsible for the accurate and timeous delivery of HR operational services, products and systems.
Work in liaison with business partners, managers and employees as well as external organizations as required.
Focused on improving service delivery quality by streamlining processes and services whilst achieving a cost‑effective position.
Designs and delivers the in‑country / cluster country HR operational services using standardised BPO processes, maximising cost effectiveness and continuously improving service performance against benchmarks.
Ensure all HR Operations processes are in line with local legal and regulatory requirements.
Manage administrative and specialist country HR service delivery teams in areas such as employee administration and data queries, payroll, benefits and reward administration.
Manage country HR Operations team, providing leadership and management of the Site HR Operations Coordinators.


Key Tasks


Work with HRBPs and Centres of Excellence to ensure HR Operations supports the HR strategy delivery and meets business needs.
Build strong business relationships across the organisation and with suppliers to develop the HR Operations service and priorities and continually improve the HR Operations reputation and promote its interests.
Work with Global HR Operations to drive the development and enhancement to standardised BPO processes and HR systems, to develop and support HR Operations service delivery.
Responsible for the HR operations function, inclusive of data audits and related HR systems for South Africa.
Responsible for global and local reporting requests.


Key Accountabilities


Provide key support to the Global HR Operations Lead in delivering a high quality HR Operations service, collaborating with key stakeholders and senior HR leadership.
Ensure the team delivers a high standard HR Operations service with excellent customer service and fast delivery.
Deliver HR projects within HR Operations (e.g., HR system implementations or system upgrades).
Ensure procedures and systems are in place to gather feedback from service users, partners, and stakeholders; evaluate feedback and take appropriate action for continuous improvement.
Drive continuous data accuracy and system usage to achieve year on year cost savings and improved service capability, while meeting performance benchmarks.
Ensure the South Africa HR Operations team performs in line with Regional and Global standards and processes.


Customer:


Develop and implement in country/cluster HR Operations service delivery strategy.
Lead the HR Operations team and drive implementation of standard processes, systems, and service change.
Ensure HR Operations activities, projects, and programs are properly resourced and delivered on time and within budget.


Stakeholder:


Provide leadership, guidance, and advice on HR Operations and continuous improvement programs.
Champion customer focus; listen to and communicate effectively with customers and stakeholders.
Build strong working relationships with internal teams and external organizations to support the Snr HR Operations Lead Africa and enhance the organization's reputation.
Maintain effective relationships with business and HR leaders, Centres of Excellence leads, and HR Operations Specialist Services leads.
Liaise with internal/external Heads of Shared Services to benchmark and enhance learning/best practice.
Establish effective relationships with HR Business Partners.


Process:

Effectively plan and deliver high quality HR Operations services, including where applicable:

Employee administration (including advice and support across the employee lifecycle).
Compensation & Benefits.


Management of ad hoc projects.
Develop employee and manager experience through self service, ensuring information is easy to find, user friendly, and informative.
Drive management information and business insights capability to present a common reporting standard for HR.
Align HR service delivery and products with changes in local legal and regulatory requirements.
Handle and resolve complex and difficult issues (e.g., service shortfalls, organization wide impacts).
Analyse service activities to identify trends and opportunities for process improvement.
Define quality standards, ROI metrics, and benchmarks.
Ensure data accuracy and completeness so system dependencies remain aligned.


People Management:


Lead and motivate the HR Operations team, demonstrating Supply Chain values and high standards of conduct.
Appoint, develop, and train HR Operations team members to enable effective deployment and outstanding service delivery.
Ensure HR Operations team performance objectives are clearly defined, aligned to team and business goals, and regularly monitored.
Provide appropriate development opportunities and coaching to help team members maximise their potential and career aspirations.


Qualifications & Experience

Education:


Graduate degree qualification.
HR certification or equivalent.
Project / program management certification or relevant experience.
Data Analytics or HRIS Management experience.


Experience:


Strong understanding of the Supply Chain business and knowledge of operations.
5 years of experience in various HR-related areas.
3 years' experience in data management.
Exposure to more complex, relevant key aspects of HR processes including Talent, C&B, ER/IR, etc.
Team leadership experience - small to medium‑size teams.
Prior budget management experience.
Experience delivering organisational change projects.
Experience setting up and managing outsource contracts.
Experience of HR Operations / HR Shared Services emerging best practice.
Experience working in a multi-cultural team in a multi-national environment.


Functional Competencies


Has deep knowledge of HR metrics to identify specific HR trends.
Analyse metrics results and identify HR trends.
Create further metrics / cross-reference metrics data analysis.
Has experience of identifying and delivering to customer service targets within a complex environment.
Use reporting systems (for example CREST, business intelligence tool).
Has deep knowledge and experience of Service Level Management.
Adhere to and identify variances on the levels of services provided against SLA.
Has deep understanding and experience of implementing service quality and process improvement methodologies.
Has deep knowledge of various HR information management systems.
Work with the business and facilitate HR subject matter experts to define new HR system requirements.
Effectively find solutions for complex HR, TM systems requirements and come up with innovative solutions to meet business needs.
Combine Performance & Talent Management system data with market analysis and global trends into digestible and applicable support for business and HR leaders.
Translate conceptual Business Intelligence requirements into tangible output to support strategic business decision making.
Build strong relationships of trust and advises key stakeholders.
Help team and others to navigate effectively around DPDHL to leverage the capabilities and contacts.
Resolve conflict effectively to an appropriate resolution and challenges others on all levels appropriately.
Offer support to help others to demonstrate their value and their willingness to invest in a longer-term commitment.
Has a deep and detailed understanding of own business unit and that of the wider business division.


DPDHL Core Competencies & Skills


Maintains effective relationships with customers.
Develops / Delivers high quality / innovative products, services or solutions.
Focuses on customer needs and gains their commitment.
Gains management / colleague support to meet customer needs.
Ensures strategies / plans are aligned and reflect others' views.
Develops strategies / plans aligned to broader organizational strategy.
Communicates strategy.
Establishes clear, challenging and achievable objectives.
Coordinates efforts and aligns resources to achieve objectives.
Regularly reviews and communicates progress against objectives and adjusts as needed.
Champions continuous improvement and innovation.
Provides candid / regular feedback.
Supports the development of others.
Inspires others to develop themselves.
Conveys a clear sense of personal goals and values.
Actively seeks feedback to improve performance.
Develops new skills and modifies behaviours based on feedback.
Takes personal responsibility for career and development.


Languages

English - verbal and written.