General Manager : Hr Operational Excellence

General Manager : HR Operational Excellence

Fintech is entering a new phase where operational and commercial excellence has become critical for success. We at MTN believe this is a game changer in terms of our business strategy.

We are looking at an incumbent to join us as we build a successful business together. As part of your portfolio as General Manager : HR Operational Excellence, you will be:

The General Manager – HR Operational Excellence plays a strategic leadership role in shaping and executing Group Fintech's HR service delivery, HR operations, Business Partnering, and total rewards strategy. Reporting to the Executive : Human Resources, the GM is responsible for institutionalising high-impact, agile, and future-ready HR operations and governance frameworks that power business performance and organisational growth.

Responsibilities

1. Strategy Development, Formulation and Implementation
   1. Drive end-to-end standardization and simplification of employee lifecycle processes, aligning service delivery with experience goals through automation and control-led operations.
   2. Ensure compliant, timely, and consistent execution of rewards and recognition cycles with strong governance and cross-functional integration.
   3. Establish cohesive HR operations across regions through aligned playbooks, decentralization frameworks, and strategic issue resolution.
   4. Define and lead the HR Operational Excellence roadmap to deliver strategic process improvements aligned with business and CHRO vision.
   5. Transform HR service models to be user-centric, feedback-driven, and digitally enabled, ensuring seamless employee journeys across critical touchpoints.
   6. Leverage digital platforms and analytics to enhance HR service efficiency, transparency, and data-backed decision-making.
2. Operational Delivery
   1. Spearhead transformation of end-to-end HR operations including onboarding, transfers, exits, and employee services, driving simplification, digitisation, and employee-centric process design.
   2. Drive strategic and seamless delivery of HR operations across the employee lifecycle, overseeing recruitment, onboarding, and employee services to ensure SLA adherence, compliance, and business alignment across Group Fintech.
   3. Strengthen stakeholder engagement by leading proactive partnerships with business and HR teams, embedding employee-centric approaches into operational processes, service delivery models, and workforce solution.
3. Rewards & Recognition Operations
   1. Act as the custodian of the global compensation, benefits, and recognition frameworks for Group Fintech, ensuring consistency, fairness, and competitiveness across Group and OpCos while aligning with MTN Group Rewards where applicable.
   2. Lead the design and implementation of integrated reward strategies, encompassing short-term and long-term incentive schemes, global pay structures, and recognition models tailored to business, talent, and regulatory needs.
   3. Strategize compensation cycles—including annual increases, Short-term incentives (STI), Long-term incentives (LTI), and off-cycle interventions—ensuring compliance, financial prudence, and alignment with internal policies and multi-country statutory laws.
   4. Drive localisation and implementation of global reward and recognition policies across OpCos, supporting them with customised guidelines, advisory inputs, and structured communication in collaboration with Finance, Legal, and Internal Communications.
   5. Monitor programme impact and operational effectiveness through defined global metrics for reward and recognition, enabling data-driven decisions, continuous improvement, and strategic alignment with EVP and employee experience goals.
4. HR Business Partnering
   1. Collaborate and partner with business leaders to develop and implement HR strategies that support business objectives.
   2. Provide guidance on HR policies, employment laws, and best practices and provide counsel and advice to business leaders on their key HR operational issues.
   3. Develop and lead implementation of workforce plans that align with the organization's strategic goals, ensuring availability of the right talent to meet future needs.
   4. Develop and promote diversity and inclusion strategies to foster a more inclusive workplace.
   5. Act as a liaison between the HR team and executive management, ensuring alignment on HR initiatives.
5. Strategic Talent Acquisition
   1. Guide the execution of recruitment and talent acquisition operations to ensure business-aligned, timely, and high-quality hiring outcomes, in partnership with recruitment leadership.
   2. Lead onboarding standardisation across locations, ensuring integrated pre-boarding, system readiness, and employee assimilation.
   3. Design & Guide implementation of technology interventions for recruitment and onboarding aligned with Group objectives.
6. Operational Excellence
   1. Drive strategic rollout of HR operations surveys and benchmarking tools to surface experience insights across core processes and inform enterprise-wide service enhancements.
   2. Oversee reporting and analysis of key HR operational metrics spanning recruitment, onboarding, employee services, and relations, enabling data-led decision-making and continuous process optimization.
7. Employee Relations
   1. Govern employee relations strategy and interventions by overseeing fair, transparent, and compliant processes for grievance handling, disciplinary actions, redeployments, and terminations across Group Fintech.
   2. Advise leadership on emerging trends and risks through structured reporting and proactive engagement with legal teams, ensuring consistent application of policies and enabling workforce stability.
8. Regional HR Operations Integration & Monitoring
   1. Align HR operations across regions through governance playbooks, decentralised service frameworks, and structured review mechanisms.
   2. Ensure HR Operational delivery across regions and Opcos follows the established policies and governance methods.
   3. Oversee support provided to Opcos in operationalising and localising Group HR initiatives in line with local requirements.
   4. Act as the escalation point for operational issues, enabling capability building within regional HR teams and ensuring process harmonisation.
9. HR Technology & Automation Enablement
   1. Oversee deployment and usage of HR operations tools and dashboards to enable accurate data tracking, case management, and workforce reporting.
   2. Drive implementation of automation and self-service capabilities to improve efficiency and reliability of recruitment, onboarding, and employee services.
   3. Manage change enablement for transformation initiatives by driving adoption, training, and transition support across the HR ecosystem.
   4. Collaborate with internal communications to ensure clarity, transparency, and buy-in during operational shifts or system launches.
10. Governance & Compliance
    1. Ensure compliance of HR operations with internal policies, data privacy mandates, and regional labour laws.
    2. Establish operational controls, audits, and process checks to mitigate risk and maintain governance across all HR service lines.

Must-haves

1. Education: Minimum of 4-year tertiary degree in Human Resources, Business Administration, or a related field. MBA or Masters (preferred).
2. Experience: 10–15 years of progressive HR leadership experience, with proven success in HR operations, transformation, and service delivery across diverse regions. Experience in a relevant sector, preferably within fintech, telecoms, or technology-driven industries. Senior management track record of 5 years or more; with at least 3 years in relevant sector / industry as per relevant role. Demonstrated track record in operationalizing HR strategies and delivering excellence in employee services, shared services, and technology-enabled HR solutions. Experience managing cross-border HR operations, including vendor partnerships, service SLAs, compliance, and employee experience in medium to large-scale global organizations. Deep understanding of digital HR, HR service management, and people technology platforms (Oracle, ServiceNow, etc.).
3. Functional Knowledge: HR operations and shared services management, HR transformation and service model optimization, Employee experience strategy and execution, HR performance reporting and analytics, Technology integration and automation (HRIS, ticketing systems, etc.), Vendor and partner governance, Global process ownership and SOP development, SLA / KPI tracking and improvement planning, Change management and communication, Labor law and regulatory compliance (multi-country exposure), Budgeting and cost control in HR operations, Rewards and recognition operations.

Closing date: 17 April. Late applications will not be accepted. Should you not hear from us within two weeks of the closing date, consider your application unsuccessful. Ready to make and drive the change with us. Apply now!

Seniority level: Director
Employment type: Full-time
Job function: Human Resources and Strategy / Planning
Industries: Telecommunications and Financial Services