Team Lead: Employee Experience – Learning & Development Operations

Overview

Team Lead: Employee Experience – Learning & Development Operations Jobs in City of Johannesburg, Gauteng, South Africa at DP World

Title: Team Lead: Employee Experience – Learning & Development Operations

Company: DP World

Location: City of Johannesburg, Gauteng, South Africa

Job Context

Accountable for managing and continuously improving HR Transactional Excellence reporting, service request governance, end user support oversight and HR systems enablement across DP World Africa. The role ensures accurate and timely production of HR operational reports, dashboards and management information, effective intake, triage and routing of employee and manager queries through service channels, and strong data integrity, reporting controls and service visibility across the Transactional Excellence environment. It monitors service performance, benchmarks operational effectiveness, identifies trends and improvement opportunities, and drives standardisation, automation and data-led decision-making to defined service levels. The role partners closely with Employee Experience team leads, HR Operations, Finance, Technology and Global stakeholders to strengthen service delivery, improve user experience and support governance and audit readiness.

Key Performance Accountabilities:

• HR Transactional Excellence Reporting and Management Information – Own the production and governance of HR Transactional Excellence operational reports, dashboards and management information across DP World Africa, ensuring accurate, timely and consistent reporting that supports service visibility, operational control and decision-making.
• Service Performance Measurement and Insight Generation – Track and report on key Transactional Excellence metrics including case volumes, service levels, turnaround times, first contact resolution, backlog levels, query categories, customer satisfaction and escalation trends, and analyse performance data to identify trends, risks, root causes and improvement opportunities.
• Reporting Governance, Data Integrity and Automation – Maintain reporting accuracy, data integrity and consistency across all Transactional Excellence reporting outputs, and partner with relevant stakeholders to improve data quality, strengthen reporting controls and automate reporting where Team Lead: HR Transactional Excellence End-User Support and Reporting Page 2 of 5 possible. Leadership Reporting and Governance Forum Support – Prepare and deliver regular reporting packs for HR leadership, HR Transactional Excellence management and relevant leadership and governance forums, ensuring management information is clear, reliable and aligned to operational priorities, service risks and improvement requirements.
• Service Request Intake, Triage and Routing – Lead the effective intake, categorisation, prioritisation and routing of employee and manager service requests through ticketing system/s and related service channels, ensuring requests are directed to the appropriate Employee Experience teams or specialist support functions in line with defined workflows and service rules.
• End User Support Oversight and Escalation Management – Oversee end user support for HR Transactional Excellence processes, tools and systems, ensuring timely and professional resolution of queries, monitoring support quality and user experience, and acting as an escalation point for complex employee and manager issues related to HR services and service delivery.
• Knowledge Management and Self-Service Enablement – Support the development and maintenance of user guidance, FAQs, knowledge articles and self-service content, identify recurring user issues and drive corrective actions, process simplification and knowledge improvements to improve service consistency and reduce avoidable demand.
• Performance Benchmarking and Shared Services Effectiveness – Develop and maintain a performance benchmarking framework for HR Transactional Excellence, benchmark performance internally across teams and service lines and externally where relevant data is available, and provide recommendations to improve productivity, cost efficiency, service quality, user experience and operating model maturity.
• Service Improvement, Standardisation and Operational Excellence – Identify process inefficiencies and recommend improvements to enhance service delivery, standardisation and automation, support service reviews, operational governance meetings and action tracking, and drive a culture of data-led decision-making.
• Governance, Compliance and Stakeholder Collaboration – Collaborate with relevant stakeholders to implement reporting enhancements and service improvement initiatives, and ensure all reporting, support and service governance activities comply with internal controls, data privacy requirements, HR operational policies and audit expectations.
• Effective Self-Management and Professional Contribution – Demonstrate personal accountability, professional integrity and solution-oriented thinking, maintain up-to-date knowledge of HR Transactional Excellence, reporting, systems and governance practices, and contribute to the continuous improvement and maturity of the HR function across DP World Africa.

Qualifications Required:

• Minimum bachelor’s degree in human resources management, Information Systems, Business Administration, Data Analytics, or a related field is required.
• Professional certifications in HRIS, People Analytics, Shared Services, Service Management, Process Improvement, Project Management, or similar will be advantageous.

Skills and Experience:

• Minimum of 6 – 8 years’ experience in HR Operations, HR Systems, HR Shared Services, reporting, or service delivery environments, with at least 4 years in a team lead or manager role in a complex, multi-country or multi-entity context.
• Proven experience in HR Shared Services reporting, dashboard development, service performance measurement and the production of management information to support operational governance and decision-making.
• Demonstrated experience in HR systems administration, ticketing or case management workflows, data governance, data quality controls and reporting automation, in close collaboration with HRIS, People Analytics, Payroll, Finance and Technology.
• Strong understanding of employee lifecycle processes, HR service delivery models, service level management, local labour legislation, data privacy and audit requirements.
• Experience in performance benchmarking, root cause analysis, continuous improvement and establishing & maintaining stakeholder relationships across HR and relevant business support functions.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses — Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What’s more, we’re reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW TO CHANGE WHAT’S POSSIBLE FOR EVERYONE.

EEO Statement

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of, gender, disability, race, religion, or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.