People & Culture Services Manager (Data & Operations Focused)

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    "jobOpeningName": "People & Culture Services Manager (Data & Operations Focused)",
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    "location": {
      "city": "Kingston 10",
      "state": "Kingston",
      "postalCode": "JMAKN02",
      "addressCountry": "Jamaica"
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    "datePosted": "2025-05-17",
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    "description": "<p><span style=\"font-weight: bold\">Role Summary</span></p>\n<p><br></p>\n<p>The People &amp; Culture Services Manager leads the operational delivery and continuous improvement of People &amp; Culture (P&amp;C) services across the Group. This role is accountable for ensuring standardized, compliant, and metrics-driven execution of employee lifecycle processes, while leveraging HR data and analytics to enhance service efficiency, workforce effectiveness, and employee experience.</p>\n<p><br></p>\n<p>The incumbent serves as the primary operational link between site leadership and the central P&amp;C function, ensuring data-informed decision-making and measurable service performance across all locations.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Accountabilities &amp; Metrics</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">P&amp;C Service Delivery &amp; Operational Excellence</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Accountable for:</span></p>\n<ul>\n<li>Standardizing and optimizing P&amp;C operational processes across all divisions.</li>\n<li>Maintaining service level agreements (SLAs) for employee lifecycle transactions.</li>\n<li>Ensuring audit readiness and regulatory compliance across all administrative functions.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">KPIs &amp; Metrics:</span></p>\n<ul>\n<li>SLA adherence rate (% of transactions processed within defined timelines)</li>\n<li>HR case resolution turnaround time</li>\n<li>Internal audit compliance score</li>\n<li>Process accuracy rate (error-free documentation %)</li>\n<li>Employee Engagement score</li>\n<li>Employee Net Promoter Score</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Workforce Administration &amp; Compliance Governance</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Accountable for:</span></p>\n<ul>\n<li>Data integrity within the HRIS, ensuring real-time accuracy of employee records.</li>\n<li>Monitoring compliance with Jamaican labour laws and internal policies.</li>\n<li>Managing risk exposure related to disciplinary action, separations, and documentation.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">KPIs &amp; Metrics:</span></p>\n<ul>\n<li>HRIS data accuracy rate</li>\n<li>Compliance breach incidents (target: zero tolerance)</li>\n<li>Time-to-process employment letters and documentation</li>\n<li>Grievance escalation rate</li>\n<li>Separation processing cycle time</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Performance Management Analytics</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Accountable for:</span></p>\n<ul>\n<li>Driving timely completion and quality assurance of performance reviews.</li>\n<li>Monitoring underperformance trends and improvement plan effectiveness.</li>\n<li>Ensuring consistency in performance calibration across sites.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">KPIs &amp; Metrics:</span></p>\n<ul>\n<li>Performance review completion rate</li>\n<li>Distribution analysis of performance ratings</li>\n<li>PIP success rate</li>\n<li>Underperformance trend analysis by department</li>\n<li>Correlation tracking between performance scores and turnover</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">HR Reporting &amp; Workforce Insights</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Accountable for:</span></p>\n<ul>\n<li>Delivering actionable monthly workforce analytics dashboards.</li>\n<li>Identifying trends and predictive risk indicators (e.g., absenteeism spikes, attrition hotspots).</li>\n<li>Supporting leadership with data-driven recommendations.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Core Workforce Metrics:</span></p>\n<ul>\n<li>Absenteeism rate</li>\n<li>Voluntary and involuntary turnover rate</li>\n<li>Cost of turnover</li>\n<li>Grievance frequency rate</li>\n<li>Employee engagement index</li>\n<li>Overtime utilization trends</li>\n<li>Headcount vs. budget variance</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">Employee Relations &amp; Industrial Relations Oversight</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Accountable for:</span></p>\n<ul>\n<li>Leading structured grievance and disciplinary processes.</li>\n<li>Ensuring procedural fairness and legal compliance.</li>\n<li>Reducing employee relations risk exposure.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">KPIs &amp; Metrics:</span></p>\n<ul>\n<li>Average grievance resolution time</li>\n<li>Repeat grievance rate</li>\n<li>Disciplinary case cycle time</li>\n<li>Industrial dispute incidence rate</li>\n<li>Settlement cost impact analysis</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Engagement, Wellness &amp; Culture Effectiveness</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Accountable for:</span></p>\n<ul>\n<li>Executing Engagement Action Plans aligned to survey findings.</li>\n<li>Tracking engagement improvements over time.</li>\n<li>Supporting safety and wellness participation metrics.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">KPIs &amp; Metrics:</span></p>\n<ul>\n<li>Engagement survey participation rate</li>\n<li>Engagement score improvement (YoY)</li>\n<li>Action plan completion rate</li>\n<li>Safety incident rate (in partnership with HSE)</li>\n<li>Wellness program participation rate</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Team Leadership &amp; Capability Development</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Accountable for:</span></p>\n<ul>\n<li>Building a high-performance People Services team.</li>\n<li>Tracking team productivity and service responsiveness.</li>\n<li>Identifying capability gaps and succession risks.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">KPIs &amp; Metrics:</span></p>\n<ul>\n<li>Team productivity ratio (transactions per HR FTE)</li>\n<li>Internal service satisfaction rating</li>\n<li>Training hours per team member</li>\n<li>Internal promotion rate within P&amp;C</li>\n<li>Employee engagement score (P&amp;C team)</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Qualifications &amp; Technical Competencies</span></p>\n<ul>\n<li>5–7 years progressive HR/P&amp;C operations experience, with at least 2 years in a supervisory role.</li>\n<li>Bachelor’s degree in Human Resource Management, Business Administration, Statistics, or related field.</li>\n<li>HR certification (e.g., SHRM-CP, PHR) preferred.</li>\n<li>Experience in multi-site, operational environments.</li>\n<li>Strong knowledge of Jamaican labour laws and industrial relations practices.</li>\n<li>Advanced proficiency in HRIS and workforce data management.</li>\n<li>Demonstrated capability in HR analytics, data interpretation, and executive reporting.</li>\n<li>Proficiency in Excel and data visualization tools (e.g., Power BI, Tableau).</li>\n<li>Strong analytical, problem-solving, and data-driven decision-making skills.</li>\n<li>Excellent communication and stakeholder management abilities.</li>\n</ul>",
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