Service Delivery Manager, Human Resources

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Service Delivery Manager, Human Resources

  • Post Date:March 30, 2021
  • Views 707
0 Applications
  • Career Level Manager
    Qualification Degree
    Experience 3-5 Years
  • Industry Business
Job Description

Job: Operations
Primary Location: Africa & Middle East-Zimbabwe-Harare
Schedule: Full-time
Employee Status: Permanent
Unposting Date: 07/Apr/2021, 11:59:00 PM

About Standard Chartered 
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.  
To us, good performance is about much more than turning a profit.  It’s about showing how you embody our valued behaviours – do the right thing, better together and never settle – as well as our brand promise, Here for good. 
We’re committed to promoting equality in the workplace and creating an inclusive and flexible culture – one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities:


  • Achieving assigned full year objectives as per annual P3 document.
  • Deliver on the HR and Service Delivery objectives relative to the Service Delivery Role.


  • Service Delivery
    • Continuously monitor and co-ordinate with the various product areas to ensure that the HR Manual and the Department’s Process Operating Instructions are up to date.
    • Manage the relationship between HR and third parties service providers e.g. Payroll Medical Aid, Recruitment Agencies and Pension Fund Administrator etc. Ensure compliance with Group Sourcing Policy and Regulatory requirements and contractual obligations regards service standards.
    • Co-ordinate for the HR department and provide support for all regulatory and internal Audits.
    • Maintain networks of external contacts that enable the Bank to benchmark its practices against competition and migrate best practice where appropriate.
    • Maintain and update the departmental Business Continuity Plan and work with the country BCP coordinator to ensure BCP periodic departmental tests are appropriately carried out.
    • Drive initiatives and projects to continuously improve the way of working in PRB Delivery thus ensure ensuring a seamless and flawless HR service to staff.
  • Payroll
    • To effectively manage the payroll process to ensure timely and accurate payment of employees and other sundry deductions as well as statutory payments.
    • Liaison with HRSSC Payroll, Vendor for efficient and timely monthly payroll processing.
    • Ensuring respective authorities are in place to facilitate payment and processing of payroll inputs for permanent and contracts staff and checking if the vendor has captured the inputs correctly.
    • Ensures compliance with all the relevant rules and regulations i.e. Tax, Employment Act, Immigration Act, etc and that documented procedures are always up to date; investigates and promptly resolves or escalates any irregularities and acts as first response to audit or regulatory queries.
    • Provide Management with information on payments /staff cost and explaining variance as applicable.
    • Ensure reconciliations and Balancing of suspense accounts is conducted in line with FCP.
    • Attend to payroll requests /queries for management and staff.
    • Liaise with Vendor to ensure the timely submission of ITF16 to Zimra after every tax year.
  • Benefits – Medical
    • Co-ordinate with service providers regards Scheme issues.
    • Manage medical aid reconciliations with service providers.
    • Timely payments and submission of proof of payments.
    • Ensure timely and accurate deductions of various employer and employee contributions.
    • Ensure timely and accurate payments to service providers and monthly reconciliations of data with service providers.
    • Ensure that employees have access to the highest value, cost effective and relevant medical benefits.
  • Benefits – Pensions
    • Perform role of Principal Officer for the Standard Chartered Bank Zimbabwe Pension Fund to ensure the effective management and administration of the pension fund.
    • In liaison with the Fund’s Administrators assist with the day to day pension issues and ensure full compliance with the relevant rules and regulations. To try and investigate into queries and promptly resolve or escalate any irregularities on pensioners’ queries.
    • Ensure the Administrator always maintains accurate membership information from payroll  and conducts a monthly reconciliation of contributions received. Ensure that administration and reporting is carried out in accordance with the rules and regulations.
    • Ensure proper, relevant and adequate communication of benefits to members takes place and is implemented on a timely basis as appropriate.
  • PeopleSoft data & MIS
    • Liaison person on issues on People soft data issuesz with HRSSC.
    • Provide ongoing support towards the effective utilisation of PeopleSoft by ensuring staff is well trained so that Employee Self Service & Manager Self Service activities are implemented timely and accurately.
    • Preparing various HR reports for local Management and Group as required.
    • Ensure correctness and robustness of PeopleSoft data through liaison with HRRMS and line managers and ensure payroll data matches with data in PeopleSoft.
    • Drive any PeopleSoft initiatives as introduced by Group from time to time
  • Share save
    • Local sharesave Co-ordinator seeing the process through end to end from applications, management of payroll deductions right through to exercise period in liaison with HRSSC Shares team.
    • Ensure adequate record keeping of scheme participants, withdrawals, exercises and exchange rates used in all transactions as well as tax and regulatory compliance on all Sharesave processes and transactions.
    • Attend all queries on share save, withdrawals etc.
  • FCC Employee responsibility
    • Ensure you always remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to key principles in relation to:
      • Identifying your customer
      • Knowing your customer
      • Reporting suspicious transactions
      • Safe-guarding records and
      • Not disclosing suspicions to customers.
    • Ensure you are adequately trained in combating money laundering.
  • Health and Safety
    • Employees (FTE and NEW) complete mandatory H&S training;
    • Adequate information, training, instructions and supervision are provided to members of staff regarding H&S;
    • Provision of appropriate fire wardens and first aiders for their department in accordance with H&S standards;
    • Relevant risk assessments are completed and identified risks are mitigated;
    • Employees (FTE and NEW) discharge their H&S related responsibilities appropriately.


Ensure adherence to all internal and external regulations

Risk Management

  • Fulfil the role of UORM (as defined in ORF) in relation to Human Resources. Ensure that residual risks remain within acceptable risk levels [1] by identifying material risks, maintaining an effective control environment and accepting or rejecting levels of residual risk in line with Operational risk procedures.”
  • Ensure all HR Control Sample Tests (CST’s) are to be performed timely and robustly and all CST exceptions risk rated, recorded in Phoenix and escalated.
  • Ensure timely update and accuracy of risk and loss records in EORP.
  • Ensure compliance with all the relevant statutes and regulations and ensure that documented procedures are always up to date; investigate and promptly resolve or escalate any irregularities.

Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group’s Values and Code of Conduct.
  • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders


  • Head, Human Resources
  • Senior Manager, Service Delivery
  • HR Business Partners
  • Departmental /Unit Heads in the businesses
  • International Share save scheme administrators
  • HRSSC Teams


  • Statutory Bodies
  • HR Service Providers & Vendors
  • Peers in the financial institutions
  • Minerva Benefit Consulting
  • Investment Managers
  • Property Managers

Other Responsibilities

Committee appointments:

  • Country Pension Committee Secretary
  • Standard Chartered Bank Pension Fund-Principal Officer
  • Data Governance –Standing Member


  • A recognised HR/Commercial qualfication or certification.
  • Experience working at a busy Financial Services institution such as a Bank.
  • Previous exposure to a similar HR Service Delivery function.
  • Knowledge of the Local Labour Legislation and other statutory requirements.
  • Experience of Finance/Accounting would be advantageous.
  • Good knowledge of Group & Local HR policies, procedures systems and operating instructions.
Apply now HERE to join the Bank for those with big career ambitions.