JobTitle: Head of HRIS Service Center

Reporting Line (Position Level): Operational, functional, and hierarchical: Group HR Director

Purpose of the Role:

·       To Manage the operational, functional, and technical supervision of HRIS support.

·       Lead level 1 and 2 support teams, ensure the stability, performance, and scalability of the HRIS system, and guarantee a high level of service to HR and operational users.

·       While ensuring strategic coordination between IT, HR, and vendors, ensure consistency between HR/Payroll processes, the HRIS solution, and the Group's HR digital strategy. 

Main Responsibilities:

HRIS Service Center Management

·       Define the HRIS support strategy, service objectives, and key performance indicators (SLAs, resolution rate, user satisfaction, etc.)

·       Supervise and coordinate level 1 and 2 teams, organized by functional domains (Core HR, Talent, Payroll, Data, Integrations…)

·       Develop the service operating model: procedures, tracking tools, prioritization, and escalation organization.

·       Ensure a consistent level of service across all group entities.

Team Management and Skills Development

·       Manage, lead, and develop the skills of support teams (technicians, consultants, administrators…)

·       Promote a culture of internal customer service, operational excellence, and collaboration between support levels

·       Identify recruitment, training, and HRIS certification needs

·       Organize cross-functional collaboration between support, projects, and ongoing maintenance.

Functional and Technical Supervision of the HRIS

·       Ensure with the vendor the availability and reliability of the HRIS system and its modules

·       Manage complex escalations (critical incidents, cross-functional issues)

·       Oversee access security, role management, and GDPR compliance

·       Coordinate functional or technical updates with vendors and IT

Continuous Improvement and Innovation

·       Identify incident trends and lead continuous improvement plans for the system in coordination with the vendor

·       Develop the knowledge base and self-service tools to reduce support workload

·       Propose optimization opportunities for HR processes through the use of the HRIS

·       Contribute to the HRIS evolution roadmap in collaboration with project teams and HR leadership

·       The main tasks are identified but not exhaustive, as new activities may be proposed as long as they are directly related to the role.

Governance, Reporting, and External Relations

·       Ensure regular reporting to the HR and IT executive committee on Service Center performance

·       Manage relationships with vendors, integrators, and external partners

·       Participate in defining the overall HRIS governance (roadmap, budgets, priorities)

·       Manage the HRIS Service Center budget

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 Success Factors, Oracle HCM, Talent soft, 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):

·       Strongteamspirit, open-mindedness, andcuriosity

·       Adaptability andflexibility

·       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

Key Competencies

·       Collaborative leadership and empathy

·       Strong customer and results orientation

Strong analytical skills

·       Ability to prioritize and manage stress effectively

·       Interest in optimization and simplification

Tenacity

Proactivity

·       Ability to propose solutions and improvements

·       Strong sense of customer service and attention to detail

·       Strong organizational skills and rigor

Adaptability

·       Analytical and synthesis mindset