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BUSINESS AND FINANANCIAL OUTCOMES

• Purpose: Ensure cost‑effective, timely, and accurate delivery of HR Shared Services that supports business continuity, financial integrity, and operational efficiency.
• Deliver HR Shared Services outputs in line with agreed service offerings and SLAs to support business operations.
• Drive payroll accuracy, timeliness, and completeness, ensuring staff are paid correctly and on time in partnership with Centre.
• Manage payroll calendars, cut‑off dates, and dependencies with Finance, Centre, and third‑party providers.
• Ensure payroll reconciliations (monthly and annual) for tax, statutory deductions, suspense accounts, and third‑party payments are completed, signed off, and filed.
• Manage negative net processes and recovery of monies owed to the Bank.
• Ensure international assignee (IA) cost recharges are understood, tracked, and actioned monthly.
• Support annual reward review processes, including increases and market data inputs.
• Manage financial administration related to learning and development interventions (where applicable). Support implementation of HR projects and change initiatives impacting Shared Services, including testing and business readiness activities.
• Prioritise operational deliverables in line with the Shared Services strategy and change agenda.

Outcome focus

• SLA achievement rates
• Payroll accuracy and on‑time payment
• Zero unresolved payroll reconciliations
• Effective cost recovery and financial controls
• Successful delivery of HR projects impacting Shared Services

PEOPLE OUTCOMES

• Purpose: Support the building a capable, engaged, and high‑performing HRBP teams that delivers consistent, quality HR services.
• Set clear SLA expectations and strategic goals between all Centres of Excellence in HR
• Audit quality of staff KPIs in My-HR and work with HRBPs to improve the quality of goals aligned to the overall bank’s strategic intent
• Acts as a bridge between HR Business Partners, Centers of Expertise, and employees
• Enables HR to shift from transactional work to more strategic, value‑adding activities
• Drive effective change management within the team during process, system, or organisational changes.
• Embed a culture of continuous improvement, accountability, and service excellence..

Outcome

• Strong employee experience and engagement.
• Sustainable leadership and talent pipeline.
• Reduced regretted attrition and people risk.

RISK, CONTROLS & GOVERNANCE

• Purpose: Ensure strong governance, compliance, and risk management across all HR Shared Services operations.

Responsibilities

• Ensure all HR processes comply with Group policies, local legislation, and governance standards.
• Implement and maintain effective quality assurance controls across Shared Services processes.
• Ensure SAP HCM is used as the primary system of record for HR and payroll transactions.
• Ensure accurate, complete, and compliant employee data management aligned to legislative reporting requirements.
• Manage document management and storage in compliance with data privacy, retention, archiving, and destruction requirements.
• Ensure safe, secure, and auditable filing of employee documentation.
• Ensure exit administration is completed in line with Group policies, including recovery of monies owed and statutory notifications.
• Ensure payroll controls are in place to identify, manage, and mitigate operational and financial risks.
• Ensure tax, statutory payments, and reporting obligations are met accurately and on time.
• Coordinate internal and external audits and ensure timely provision of required information.
• Act as Shared Services change and risk custodian for HR projects and process changes.

Outcome focus

• Audit outcomes
• Compliance breaches (zero tolerance)
• Data accuracy and integrity
• Effectiveness of controls and Quality Assurance processes

CUSTOMER EXPERIENCE (Internal & External)

• Purpose: Deliver a consistent, responsive, and trusted HR Shared Services experience for employees, managers, and stakeholders.

Responsibilities

• Build and maintain trusted relationships with key stakeholders across the business.
• Ensure client expectations are met through adherence to defined service offerings and SLAs.
• Document, negotiate, and manage SLAs and service contracts required to support HR service delivery.
• Act as the first‑line or escalation point for HR query resolution, operating a “one‑stop shop” Shared Services model.
• Define, implement, and manage the HR query management process, ensuring all queries are logged, tracked, and resolved within agreed SLAs.
• Ensure appropriate use of channels and escalation paths for efficient query resolution.
• Promote Tier 0 self‑service solutions to enhance user experience and reduce manual intervention.
• Manage onboarding, offboarding, and international assignee administration to ensure a seamless employee lifecycle experience.
• Establish and manage relationships with third‑party providers (pre‑employment checks, benefits, payroll, IA support).
• Provide administrative and logistical support for learning and development initiatives (where applicable).

Outcome focus

• Stakeholder satisfaction
• Query resolution turnaround times
• SLA compliance
• Reduction in escalations and repeat queries