People & Culture Services Manager (Data & Operations Focused)

Role Summary

The People & Culture Services Manager leads the operational delivery and continuous improvement of People & Culture (P&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.

The incumbent serves as the primary operational link between site leadership and the central P&C function, ensuring data-informed decision-making and measurable service performance across all locations.

Key Accountabilities & Metrics

P&C Service Delivery & Operational Excellence

Accountable for:

• Standardizing and optimizing P&C operational processes across all divisions.
• Maintaining service level agreements (SLAs) for employee lifecycle transactions.
• Ensuring audit readiness and regulatory compliance across all administrative functions.

KPIs & Metrics:

• SLA adherence rate (% of transactions processed within defined timelines)
• HR case resolution turnaround time
• Internal audit compliance score
• Process accuracy rate (error-free documentation %)
• Employee Engagement score
• Employee Net Promoter Score

Workforce Administration & Compliance Governance

Accountable for:

• Data integrity within the HRIS, ensuring real-time accuracy of employee records.
• Monitoring compliance with Jamaican labour laws and internal policies.
• Managing risk exposure related to disciplinary action, separations, and documentation.

KPIs & Metrics:

• HRIS data accuracy rate
• Compliance breach incidents (target: zero tolerance)
• Time-to-process employment letters and documentation
• Grievance escalation rate
• Separation processing cycle time

Performance Management Analytics

Accountable for:

• Driving timely completion and quality assurance of performance reviews.
• Monitoring underperformance trends and improvement plan effectiveness.
• Ensuring consistency in performance calibration across sites.

KPIs & Metrics:

• Performance review completion rate
• Distribution analysis of performance ratings
• PIP success rate
• Underperformance trend analysis by department
• Correlation tracking between performance scores and turnover

HR Reporting & Workforce Insights

Accountable for:

• Delivering actionable monthly workforce analytics dashboards.
• Identifying trends and predictive risk indicators (e.g., absenteeism spikes, attrition hotspots).
• Supporting leadership with data-driven recommendations.

Core Workforce Metrics:

• Absenteeism rate
• Voluntary and involuntary turnover rate
• Cost of turnover
• Grievance frequency rate
• Employee engagement index
• Overtime utilization trends
• Headcount vs. budget variance

 

Employee Relations & Industrial Relations Oversight

Accountable for:

• Leading structured grievance and disciplinary processes.
• Ensuring procedural fairness and legal compliance.
• Reducing employee relations risk exposure.

KPIs & Metrics:

• Average grievance resolution time
• Repeat grievance rate
• Disciplinary case cycle time
• Industrial dispute incidence rate
• Settlement cost impact analysis

Engagement, Wellness & Culture Effectiveness

Accountable for:

• Executing Engagement Action Plans aligned to survey findings.
• Tracking engagement improvements over time.
• Supporting safety and wellness participation metrics.

KPIs & Metrics:

• Engagement survey participation rate
• Engagement score improvement (YoY)
• Action plan completion rate
• Safety incident rate (in partnership with HSE)
• Wellness program participation rate

Team Leadership & Capability Development

Accountable for:

• Building a high-performance People Services team.
• Tracking team productivity and service responsiveness.
• Identifying capability gaps and succession risks.

KPIs & Metrics:

• Team productivity ratio (transactions per HR FTE)
• Internal service satisfaction rating
• Training hours per team member
• Internal promotion rate within P&C
• Employee engagement score (P&C team)

Qualifications & Technical Competencies

• 5–7 years progressive HR/P&C operations experience, with at least 2 years in a supervisory role.
• Bachelor’s degree in Human Resource Management, Business Administration, Statistics, or related field.
• HR certification (e.g., SHRM-CP, PHR) preferred.
• Experience in multi-site, operational environments.
• Strong knowledge of Jamaican labour laws and industrial relations practices.
• Advanced proficiency in HRIS and workforce data management.
• Demonstrated capability in HR analytics, data interpretation, and executive reporting.
• Proficiency in Excel and data visualization tools (e.g., Power BI, Tableau).
• Strong analytical, problem-solving, and data-driven decision-making skills.
• Excellent communication and stakeholder management abilities.