Description du poste
Africa Global Logistics Rwanda Limited, a company duly incorporated under the laws of Rwanda and its offices at Kigali Special Economic Zone, P. O. Box 1338, Kigali, Rwanda is specialised in transport and logistics 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 ITContinuous 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...