Manager - HR Service Center

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Manager - HR Service Center

manager · Human Resources

Kamoto Copper Company Société Anonyme, KCC SA in acronym, is a Congolese company operating in Kolwezi, capital of the province of Lualaba, in the Democratic Republic of Congo.

KCC SA exploits copper and cobalt ores on a large scale. It includes an underground mine, open-pit mines and integrated metallurgical facilities. The operation has one of the largest copper reserves in the world, with a current life of over 25 years.

As an industrial mining company, we provide safe workplaces and support the sustainable development of the local economy. We maintain a constructive and open dialogue with the communities that host us, as well as with the provincial and national government.

Job Description

The Manager, HR Service Center is responsible for establishing and leading a centralized HR service delivery function that provides employees and managers with timely, consistent, accurate and customer-focused HR support.

The role will build a service-oriented HR operating model based on clearly defined Service Level Agreements (SLAs), case-management processes, standardized employee forms and transactions, response-time commitments, payroll service delivery, employee query management, and digital self-service. A key responsibility will be the implementation and operational ownership of HR ServiceNow as the primary platform for employee requests, HR cases, workflows, knowledge articles and service-performance reporting.

The HR Service Center will work closely with HR Business Partners, Centers of Expertise, Payroll, HRIS and other People teams to ensure seamless end-to-end employee service delivery. HRIS sits outside the HR Service Center organizationally but will be a critical technology partner and one of the key power-user groups supporting ServiceNow, workflow configuration, reporting, integrations and continuous system improvement.

The incumbent will have, among others, the following responsibilities (non-exhaustive): 

•  HR Service Center Strategy & Operating Model
  • Design, implement and continuously improve the HR Service Center operating model.
  • Establish a clear HR service catalogue defining which HR transactions and employee queries are managed through the Service Center.
  • Define ownership and hand-offs between the HR Service Center, HR Business Partners, Centers of Expertise, HRIS and other HR teams.
  • Introduce standardized service-delivery processes across HR.
  • Establish clear Tier 0, Tier 1, Tier 2 and specialist escalation principles where appropriate.
  • Drive the transition from person-dependent HR administration to standardized, measurable and technology-enabled service delivery.

•  Service Level Agreements & Employee Responsiveness
  • Develop and implement SLAs for all major HR Service Center services.
  • Define response and resolution targets by request category and priority.
  • Establish measurable turnaround times for employee forms, letters, certificates, payroll queries and HR transactions.
  • Monitor SLA adherence and escalate recurring service failures.
  • Develop dashboards showing request volumes, first-response time, average resolution time, SLA compliance, backlog, ageing cases, reopened cases, employee satisfaction and first-contact resolution.
  • Establish clear escalation mechanisms for cases approaching or exceeding SLA.
  • Drive a culture where employees receive acknowledgement, progress updates and resolution within defined timelines.

•  Employee Forms & HR Administration
  • Own and standardize employee administration processes including employment confirmation letters, salary certificates, employee information changes, bank-detail changes, personal-data updates, leave-related documentation, benefit-related forms, employment-status letters, transfer documentation, employee movements, onboarding, offboarding, payroll-related forms and standard HR letters.
  • Ensure forms are standardized, unnecessary forms are eliminated, approvals are simplified, and digital workflows replace manual processes wherever possible.
  • Ensure every form has an established owner and SLA, and employees can track the status of submitted requests.

•  ServiceNow HR Service Delivery
  • Lead the functional implementation and adoption of ServiceNow HR Service Delivery / HR Case Management.
  • Establish ServiceNow as the primary entry point for employee HR requests.
  • Define request categories, case routing, workflows, escalation rules and service queues.
  • Build and maintain the HR service catalogue and HR knowledge base.
  • Implement automated acknowledgements and employee-status notifications.
  • Reduce email- and paper-based HR requests by moving transactions into structured ServiceNow workflows.
  • Establish reporting dashboards for HR leadership and operational teams.
  • Partner closely with HRIS, which remains outside the HR Service Center, for platform administration and technical configuration, integrations, reporting and data requirements, workflow design, system testing, releases, enhancements and user-access governance.
  • Ensure HRIS power users and Service Center super-users work together under a clearly defined governance model.

•  Payroll Service Delivery
  • Provide operational leadership and governance for payroll service delivery within the HR Service Center.
  • Ensure payroll inputs are submitted accurately and according to payroll cut-off calendars.
  • Establish SLAs for payroll queries, corrections and employee responses.
  • Implement structured payroll case management through ServiceNow.
  • Monitor recurring payroll errors and identify root causes.
  • Strengthen payroll controls, reconciliation and employee communication.
  • Ensure appropriate segregation of duties and payroll governance.
  • Coordinate closely with Compensation & Benefits, HRIS, Finance and HR Business Partners.
  • Establish payroll service metrics including payroll accuracy, corrections, off-cycle payments, query volume, resolution time, recurring error categories, late inputs and employee satisfaction.

•  Case Management & Query Resolution
  • Establish a centralized employee HR helpdesk/service desk.
  • Ensure every employee query is logged, categorized, assigned, tracked and closed.Implement clear escalation protocols for complex cases.
  • Monitor case ageing and prevent unresolved employee requests.Ensure confidential and sensitive employee cases are appropriately restricted.
  • Analyze case trends to identify underlying HR-process problems.
  • Move the Service Center progressively from reactive query handling toward proactive issue prevention.

• Employee Self-Service & Knowledge Management
  • Develop an HR knowledge-management framework.
  • Create and maintain FAQs, process guides, policies, forms and employee guidance.
  • Promote employee and manager self-service.
  • Ensure employees can access consistent HR information without depending on individual HR contacts.
  • Track which employee queries can be eliminated through improved communication or self-service.
  • Partner with HRIS and Communications to improve the employee digital experience.

•  Process Improvement & Automation
  • Map end-to-end HR administrative processes.
  • Identify duplication, bottlenecks, unnecessary approvals and manual activity.
  • Simplify and standardize processes before automation.
  • Identify automation opportunities using ServiceNow, SAP and other HR technologies.
  • Apply Lean/service-management principles to continuously improve turnaround time and employee experience.
  • Maintain process documentation and Standard Operating Procedures.

•  Service Performance & Analytics
  • Establish a comprehensive HR Service Center scorecard covering SLA achievement, first-response time, resolution time, first-contact resolution, backlog, case ageing, employee satisfaction, transaction accuracy, payroll accuracy, ServiceNow adoption, self-service adoption, query volumes, cost per transaction and Service Center productivity.
  • Provide weekly and monthly performance reports to HR leadership and recommend corrective actions.

• Customer Experience
  • Establish an employee-service culture within HR.
  • Treat employees and managers as internal customers while maintaining appropriate HR governance.
  • Introduce employee satisfaction measurement following case closure.
  • Use employee feedback to improve HR processes and systems.
  • Ensure communication is professional, consistent, responsive and easy to understand.
  • Build credibility through reliability, transparency and predictable service levels.

• Team Leadership
  • Lead the HR Service Center team and establish clear roles, responsibilities and performance standards.
  • Develop team capability in customer service, HR administration, payroll operations, ServiceNow case management, HR policies and procedures, data confidentiality, problem solving and process improvement.
  • Manage workload and workforce capacity based on transaction volumes and service demand.
  • Establish individual productivity and quality metrics without compromising employee experience.

Job Requirements 

Qualifications and Experience 

• Bachelor's degree in Human Resources, Business Administration, Management or related discipline.
• Postgraduate HR or business qualification advantageous.
• Minimum 8–10 years of HR experience, with significant experience in HR Operations, Shared Services, Payroll, HR Administration or HR Service Delivery.
• Experience establishing or managing an HR Shared Services / Service Center environment strongly preferred.
• Experience with ServiceNow HR Service Delivery, case-management technology or comparable HR ticketing/workflow solutions.
• Strong understanding of payroll processes and controls.
• Experience in large, complex or multi-site organizations preferred.
• Mining, industrial or large-workforce experience advantageous.

Technical Knowledge & Compétences

• HR Shared Services / Service Delivery
• ServiceNow HRSD / Case Management
• Payroll Operations
• SLA Design and Management
• HR Process Mapping
• HR Workflow Design
• Employee Self-Service
• HR Knowledge Management
• HR Administration
• Service Management
• Process Improvement
• HR Analytics and Reporting
• SAP HR / SuccessFactors or similar HR systems
• Controls and Governance
• Data Privacy and Confidentiality

KCC SA does not accept applications submitted by people under the age of eighteen (18). In accordance with article 1 of the Labor Code of the Democratic Republic of Congo, KCC SA receives all applications without distinction or discrimination. However, as part of its Equal Opportunity, Diversity, Equity and Inclusion program, applications from women are strongly encouraged.

In accordance with our Compliance Policy and Code of Conduct, KCC SA or its employees do not receive any remuneration or benefits of any kind at any stage of the recruitment process. Violators are subject to legal action.

Any act or attempt of bribery related to this job application must be reported via the Glencore Group Raising Concerns Programme channels. Please scan the QR code to access the channels.

Furthermore, KCC SA pursues the objective of a transparent, fair and equitable recruitment process and, therefore, does not tolerate any interference or intervention in any way whatsoever in its recruitment process. Any failure on this point will result in the immediate disqualification of the candidate concerned.