Executive Head of Department-Human Resources Shared Services

At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 15 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.

Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.

Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.

Role purpose: 

Reporting to the Chief Human Resources Officer, the Executive Head of HR Shared Services is accountable for building and leading a high-performing, employee-centric shared services function that delivers consistent, compliant and cost-effective HR services across the full employee lifecycle. The role owns HR operations, employee and labour relations, HR records and data governance, international mobility and immigration, policy governance, HR systems and service-delivery performance.

The role holder will set the shared services strategy and operating model; simplify, standardize, automate and digitize HR processes; establish clear service catalogues, controls, KPIs and SLAs; and use workforce insights to improve decisions, productivity, employee experience and organizational performance. Success requires an enterprise leader with high integrity, sound judgement, strong business acumen and a proven record of transforming complex HR operations, managing risk and developing capable teams in a fast-paced, regulated environment.

Key responsibilities

• Define and execute the HR Shared Services strategy, target operating model, service catalogue and annual roadmap, aligned with business priorities, workforce plans and Group standards.
• Build and continuously improve a scalable HR Service Centre that provides timely, accurate and employee-centric support through clear service levels, case management, escalation routes and quality controls.
• Own end-to-end HR operations across the employee lifecycle, ensuring standardized processes, clear accountability, strong controls and reliable delivery across all locations and employee groups.
• Lead simplification, automation and digitization of HR services, including employee and manager self-service, workflow automation, system integration and responsible adoption of emerging technologies.
• Set and monitor operational KPIs, SLAs, service quality, customer satisfaction, productivity and cost-to-serve; use performance insights to drive corrective action and continuous improvement.
• Strengthen HR data governance, records management, privacy, access controls and reporting to ensure accurate, secure and decision-ready workforce information.
• Lead employee and labour relations, grievance management, investigations and disciplinary processes in line with Ethiopian labour law, company policy and fair, consistent practice, working closely with Legal, Risk and business leaders.
• Oversee international mobility and immigration services, ensuring regulatory compliance, timely case management, duty-of-care and effective coordination with internal and external stakeholders.
• Own the HR policy governance framework, including policy design, consultation, approval, communication, implementation, periodic review and assurance of consistent application.
• Manage the shared services budget, suppliers and contracts; identify opportunities to optimize cost, capacity and service quality without weakening compliance or employee experience.
• Provide authoritative advice to executives, managers and employees on complex HR operational and employee-relations matters, balancing business needs, legal requirements, risk and fairness.
• Lead, coach and develop the HR Shared Services leadership team; set clear standards and accountability, build critical capabilities and maintain business continuity and succession for key roles.

Core competencies, knowledge and experience:

• Enterprise HR leadership: Converts business strategy into a practical shared services agenda, operating model and measurable delivery priorities.

• Shared services and operational excellence: Designs scalable services, SLAs, controls and continuous-improvement disciplines that improve quality, speed, productivity and cost.

• Digital HR and data: Leads technology roadmaps, automation, systems integration, analytics and data governance while managing privacy, security and ethical risks.

• Employee and labour relations: Applies deep expertise in labour law, investigations, grievances and disciplinary matters to resolve complex cases fairly and decisively.

• Governance, risk and compliance: Establishes strong policy, records, audit and control frameworks and anticipates regulatory and operational risk.

• Commercial acumen and execution: Uses budgets, demand, capacity and vendor data to make sound decisions and deliver complex change with disciplined programme governance.

• Stakeholder influence: Builds trust and constructively challenges executives, managers, employees, partners, regulators and Group stakeholders.

• People leadership: Creates accountability, develops expertise and builds an inclusive, resilient and high-performing team.

Must have technical / professional qualifications: 

• Bachelor’s degree in Human Resources, Business Management, Management or  related field; a relevant postgraduate qualification is preferred.
• Minimum 10 years of progressive HR experience in a large, complex and regulated organization, including at least 5 years in a senior leadership role with accountability for HR operations or shared services.
• Demonstrated success in establishing, scaling or transforming an HR shared services model and delivering measurable improvements in service, productivity, cost and employee experience.
• Strong working knowledge of Ethiopian labour law and proven experience leading complex employee relations, investigations, grievances and disciplinary matters.
• Proven leadership of HR technology, process automation, data governance, records management and workforce analytics initiatives.
• Demonstrated programme and change-management capability, including coordination of cross-functional teams, vendors and multiple delivery dependencies.
• Experience managing budgets, supplier performance, service agreements, operational risk and audit requirements.
• Excellent judgement, executive communication, negotiation and influencing skills, with the credibility to advise senior leaders and represent the company with external stakeholders.
• Professional HR certification is an advantage.

How to Apply. If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to create/ update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume.