Senior Lead - HR Shared Services

Overview

M-KOPA is seeking a Senior Lead for HR Shared Services to join their Human Resources division in Ghana. This role involves overseeing efficient, accurate, and compliant HR operational services throughout the employee lifecycle, supporting both global and local HR operations such as employee record management, contract administration, payroll coordination, offboarding, and employee relations case handling.

Key Responsibilities

• Lead daily HR Shared Services operations ensuring timely, precise execution across all stages of the employee lifecycle.
• Allocate workloads, prioritize tasks, and follow up on operational processes to maintain service excellence.
• Establish operational routines, enforce service standards, and ensure smooth process transitions.
• Monitor and report on service KPIs including SLA compliance, turnaround times, quality metrics, backlog management, and error tracking.
• Handle escalations, resolve operational challenges, and ensure prompt communications and case closures.
• Collaborate with People Partners, Talent Acquisition, Payroll, Finance, Legal, and HRIS teams for integrated HR support.
• Translate business or policy changes into operational processes, documentation, communications, and training materials.
• Maintain accurate, complete, and compliant employee records; conduct audits to address data discrepancies.
• Oversee employment contract issuance, renewals, amendments, and probation management ensuring documentation integrity.
• Coordinate monthly payroll inputs, including commissions and bonuses, validate data, and resolve discrepancies.
• Manage employee offboarding processes, ensuring timely and accurate completion of all related tasks.
• Administer disciplinary and grievance cases, ensuring secure documentation and compliance with company policies.
• Implement continuous improvements, strengthen controls, and support automation and AI-enabled HR initiatives.
• Analyze operational data to identify inefficiencies and opportunities for improvement, supporting decision-making with actionable insights.

Qualifications & Experience

• Bachelor’s degree in Human Resource Management, Business Administration, or a similar area.
• Certified HR Practitioner in Ghana, preferably CIHRM certified.
• 4 to 5 years of relevant experience in HR Shared Services, HR Operations, or employee lifecycle administration.
• Experience with HR records management, contracts, payroll coordination, offboarding, and employee relations.
• Prior exposure to fast-paced or multinational operational environments is advantageous.

Skills & Competencies

• Comprehensive knowledge of HR operations and compliance across the employee lifecycle.
• Excellent stakeholder management and cross-functional coordination capabilities.
• Strong attention to detail combined with a high level of risk awareness and control discipline.
• Proficient in analyzing operational metrics to drive performance improvement.
• Experience with HR automation, process enhancements, and AI-based HR tools.
• Effective communication, escalation handling, and problem-solving skills.
• Ability to juggle multiple priorities under tight deadlines with strong organizational skills.
• Familiarity with HRIS platforms such as HiBob and knowledge of ticketing or case management systems like Freshservice is a plus.

Why Work at M-KOPA?

M-KOPA invests in its employees by offering diverse development programs, mentoring partnerships, and continuous learning opportunities. The company fosters a supportive environment prioritizing well-being, flexibility, and family-friendly policies. Recognized repeatedly by leading global financial and business publications for rapid growth and impact, M-KOPA has empowered millions in Africa through innovative financial inclusion initiatives.

Additional Information

M-KOPA is committed to equal opportunity employment and encourages applications from women, minorities, and people with disabilities. The company strictly forbids forced or child labor and complies with legal employment age requirements. No recruitment or processing fees are charged at any stage. Applications will be reviewed continuously, and the position may be closed early if a suitable candidate is found. Successful applicants will undergo comprehensive pre-employment background checks including criminal records, qualifications, and employment history verification.