Senior Manager Human Resources Operations

Mtn Cameroon is seeking the services of a Senior Manager for Human Resources operations.

MTN Cameroon: Senior Manager Human Resources Operations


Deliver HR Operational Services with a deep focus on employee experience, operational excellence.

Manage HR Operations processes in order to significantly reduce Business Partners involvement in routine administrative tasks and questions (e.g., recruitment, onboarding, benefits etc.)

Lead and direct the delivery of best-in-class HR support to line management through HR business partnering, HR solutions & policy implementation.

Key Performance Areas of  a Senior Manager Human Resources Operations

Staff Leadership and Management

  • Coach and mentor direct reports to ensure staff motivation is high to achieve high-performance areas. 
  • Ensure skill transfer for staff development, motivation and business continuity.
  • Guide and direct suppliers and third parties in achieving Opco objectives.
  • Identify staff training and development needs and implement necessary actions.
  • Manage team (including recruitment, on-boarding, attrition)
  • Set goals and objectives for direct reports, monitor progress and maintain motivation
  • Set up an appropriate structure to meet departmental management objectives
  • Provide an advisory function on governance and best practices in client

Governance: Adhoc, Strategic and Operational Meetings

  • Set up / participate in ad-hoc and operational meetings.
  • Participate and provide inputs in tactical meetings
  • Report at the process and functional level
  • Review and identify key risks, issues and dependencies and set mitigation actions

Manage budgets

Sign-off / make decisions regarding operational changes


  • Manage and resolve escalations that have an impact on the critical path of service delivery.
  • Escalate issues that will result in significant time, scope, employee/customer or cost impact if not resolved.
  • Manage and provide solutions to issues that require formal resolution


  • Ensure effective execution of day to day operations and resolve operational issues.
  • Review team performance against agreed KPIs and their compliance to SLAs and reverse SLAs.
  • Review and monitor the plan for continuous improvement through leading practice initiatives.


  • Reporting in accordance with the measurement metrics set by the organisation
  • Report on an ad-hoc basis on specific management requirements as and when necessary
  • Operational Delivery – Task Complexity

Overall Objective

  • Responsible for driving innovation and cross-functional learning/sharing. Also responsible for continuously making the connection between work deliverables and organizational goals - managing the relationship between what is currently being done and what is not and determining what needs to change.
  • Ensure continuous improvement and innovation for future use

Key Responsibility & Accountability

  • Define overall recruitment strategy and approach including external talent scouting in close collaboration with the HRBP team.
  • Manage and deliver end to end Hire to Retire operational process lifecycle - Focus areas are recruitment & onboarding
  • Monitor compliance with HR processes and policies & provide continuous improvement feedback to the workforce solutions group 
  • Responsible for implementing key process changes in partnership with Opco workforce solutions group and Business Partners
  • Monitor and control operational interaction with third-party service providers
  • Accountable for statutory compliances and reporting.
  • Monitor and report on key HR operations service delivery metrics
  • Focus on consistent service delivery and employee experience through the usage of a common set of tools
  • Work with the self-service capability (HR Portal) and the Business Partners to respond to HR questions raised by managers and employees.
  • Monitor the delivery of HR operational services as per agreed service levels.
  • Escalate complex queries and non-standard service requests to Opco HR Services Leader in a timely manner

Recruitment and Onboarding

  • Develop and monitor the recruitment plan and process
  • Coordinate with HRBP team to ensure job profiles are kept up-to-date and complete 

  • Develop and execute the sourcing strategy relative to the business, region, skillset and level of work
  • Manage vacancies and job posting (incl. internal job postings)
  • Plan, activate and manage the respective sourcing platforms - head hunters, recruitment agencies, internal referrals, online recruitment channels and digital platforms
  • Support HRBP team for shortlisting and interviewing scheduling with business
  • Manage end to end offer management process
  • Manage and perform hiring due diligence process
  • Coordinate with internal departments (and external agencies if any) to ensure onboarding readiness
  • Manage end to end onboarding process
  • Assume accountability for recruitment-related documentation and verification procedures
  • Timely coordination with employee services team for the recruitment and onboarding updates to HRIS
  • Ensure compliance to respective internal policies, SLAs and regulatory requirements

Employee Service and Administration

  • Manage the storing and safekeeping of all legislative employee-related documents (personal records)
  • Ensure employee information is updated into the HR system and physical documents are appropriately kept up-to-date and filed
  • Provide administrative support to the HRBP team and the recruitment and onboarding  
  • Execute day to day employee administration services for employees
  • Execute, deliver and coordinate on separations procedures with the respective Business, Employee and HRBP
  • Ensure compliance to respective internal policies, SLAs and regulatory requirements

Financial Perspective

  • Support the Shareholder return strategy by developing and implementing HR Processes that are aligned to achieving all elements on the business scorecard. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
  • Participate in the review of Business Processes (headcount, process optimization, etc.), to drive efficiency gains to ensure at least 5% reduction in the Divisional budget year-on-year.

Customer Perspective

Serve the Division’s internal customers and provide solutions to improve the customer experience.

Stakeholder Perspectives

  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Partner with MTNC’s Ecosystem Partners to deliver business value

Internal Perspectives

Review the capacity needs of the line and in liaison with management, develop strategies and plans to adequately resource the business with the right people (factoring culture fit as well), in the right place and at the right time

People Perspective

  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Supervisory/Leadership/Managerial Complexity

Facilitate the sharing of knowledge and good practices among the divisional business partners

Job Specifications & Preferred Requirements of a Senior Manager Human Resources Operations


  • 3 years University Degree in HR or Behavioural Science field, 
  • Good knowledge of HR processes
  • MBA/ master’s degree preferred
  • Fluent in English and a basic command of French 

Working Experience

  • Minimum 8 years’ experience including:
  • Manager track record of 5 years or more in the following: Learning and Development, Performance Management, Talent Management, Organizational Development; with at least 3 years in relevant sector/ industry/ telecommunications
  • Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
  • Worked across diverse cultures and geographies
  • FMCG/ Telecommunications/ Retail Banking/ service industry context

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