Capability & Skills Lead

Must have technical / professional qualifications:

• Bachelor’s Degree and Higher National Diploma in HRM.
  
• 5yrs relevant experience in HR management, with specialization in learning and development.
  
• Extensive experience in leading and executing end to end learning and development process.
  
• Experience in Coaching and building Line manager capability in performance / productivity management and development.
  
• Good stakeholder management experience.
  

• Engage respective service owners to ensure operational excellence and quality service delivery.
  
• Prepare and deliver accurate daily, weekly, and monthly performance reports in line with defined KPIs and process categories.
  
• Ensure data is collected from correct and reliable sources to maintain report integrity.
  
• Review, develop, and automate reports and dashboards to enhance visibility, efficiency, and workflow management.
  
• Create and maintain management databases, interpret data, identify trends, and provide insights to managers for informed decision-making.
  
• Monitor and improve measurement and visibility of key performance indicators (KPIs), ensuring continuous service improvement across Technology services.
  
• Track compliance actions on Business Continuity Planning (BCP), Backup, Version Management, Service Level Management (SLM), Availability Management, and Knowledge Management.
  
• Collaborate with service owners and managers on initiatives that drive continuous service and process improvement.
  
• Document Operational Excellence work instructions, policies, and processes to ensure consistency and alignment.
  
• Design clear, visually effective report layouts that align with business requirements.
  
• Ensure customer SLAs are defined, up to date, and properly configured in the service management suite.
  
• Report regularly to internal stakeholders on technology service delivery performance.
  
• Conduct customer satisfaction surveys and follow up on feedback for improvement.
  
• Demonstrate strong analytical thinking, with the ability to break down complex problems while maintaining a strategic, big-picture perspective