Hris Service Team Lead Kssc

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

Take ownership of more complex issues and change requests, and provide technical and functional expertise on the HRIS. The role requires senior-level skills, with in-depth system knowledge and advanced analytical capabilities.
Key Responsibilities
* Diagnose and resolve Level 2 functional incidents escalated by Level 1 support (e.g.,
calculation errors, workflow issues, specific access problems)
* Analyze system enhancement or configuration needs expressed by HR departments or business units
* Perform configuration, parameter setup, and testing of HRIS modules following system changes or projects (e.g., implementation of new HR processes, creation of new access
profiles)
* Participate in the integration of new functionalities or additional modules
* Provide technical and functional support to HR teams and key users
* Contribute to the drafting of functional specifications for developments or system
integrations
* Conduct regular system audits to identify improvement opportunities
* Train and support key users and Level 1 support teams
* Administer user accounts and roles, manage access profiles and authorizations in compliance with data security policies
* Collaborate with IT on managing interfaces and integrations between the HRIS and other information systems (payroll, time & attendance, local HRIS systems, third-party tools)
* Participate in the implementation and maintenance of integration solutions (APIs, ETL, data flows)
* Monitor technological developments related to the HRIS and associated tools
* Manage system updates and version upgrades in coordination with vendors and internal technical teams
* Ensure data security and regulatory compliance
* Contribute to documentation of technical architecture, integration flows, and administration procedures
* The main tasks are identified but not exhaustive, as new activities may be proposed as long as they are directly related to the role.
Position Dimensions
The role requires confirmed experience in Payroll and HR Administration (HR admin), post-payroll processes, and related tools (HRIS, time and attendance systems, and digitalization tools), as well as proven experience in HRIS management/administration within a Level 2/3 support function in an HRIS unit or HRIS Service Center, along with a strong and continuous focus on customer satisfaction.

Key Requirements
* In-depth Experience of HR/Payroll functions
* Proven experience coordinating a Level II HRIS support service
* Strong understanding of integration and system upgrade challenges
* Strong mastery and understanding of an HRIS system
* Proven experience in HRIS and Time & Attendance (T&A) project management
* Excellent verbal communication skills and strong writing abilities
* Strong proficiency in office tools (PowerPoint, Word, Excel)
* Strong understanding of the HRIS ecosystem
* Ability to manage outsourcing service contracts and application maintenance (TMA) contracts
* Ability to audit an organization and challenge change requests
Key Competencies
* Strong autonomy while being able to report and provide updates
* Ability to work in a team and within a network
* Tenacity
* Proactivity
* Ability to propose ideas and improvements
* Empathy
* Strong customer service mindset and attention to detail
* Strong organizational skills and rigor
* Ability to prioritize tasks and organize work while considering internal client constraints
* Adaptability
* Analytical and synthesis mindset
* Discipline and rigor
* Ability to question and challenge existing practices
* Versatility

Desired Skills and Experience
Key Requirements
* Minimum of 8 to 10 years of experience in HRIS project management or operations
* Including at least 3 to 5 years in a support team management role
* Proficiency in one or more HRIS systems (HR Access, Workday, SAP SuccessFactors, Oracle
HCM, Talentsoft, etc.)
* Proven experience managing a Service Center or HRIS center of expertise
* Experience working in a multi-site and multi-country environment
* Strong and continuous focus on customer satisfaction
Key Skills
Strategic vision in HRIS and HR/Payroll processes
Strong understanding of the HRIS ecosystem
In-depth knowledge of HR/Payroll functions
Strong understanding of integration and system update challenges
Proven experience in HRIS project management, including T&A (Time & Attendance)
Mastery of support performance indicators (SLAs, resolution rate, backlog tracking)
Ability to manage outsourcing service contracts and application maintenance (TMA) contracts
Ability to audit an organization and challenge change requests
Cross-functional management and organizational agility
Strong change management skills and user support capabilities
Excellent communication with Group support functions and local/regional management
Excellent verbal and written communication skills
Strong proficiency in office tools (PowerPoint, Word, Excel)
Behavioral Competencies (Soft Skills):
* Strong team spirit, open-mindedness, and curiosity
* Adaptability and flexibility
* Creativity and interest in digital technologies
* Strong organizational skills and attention to detail
* Strategic and operational thinking
* Responsiveness and ability to prioritize
* Excellent interpersonal and communication skills
* Pedagogical mindset and ability to transfer knowledge
* Strong service orientation
* Negotiation skills
* Proactive mindset and ability to propose improvements
* Ability to identify and resolve issues effectively
<