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Shared Services People & Culture (HR) Director


*Preferred location: Ghana. Other locations to be determined by home country of successful candidate in a jurisdiction (US state or country) where WVI is registered to operate.


This position will be responsible for providing strategic leadership and advice to World Vision (WV) Shared Services function in the area of people and organizational development by maximizing the potential of WV people resources and increasing organizational performance. The post holder will be responsible for developing the global Shared Service Center (SSC) (People & Culture/HR) P&C strategy and culture, in collaboration with the Snr Director for Global SSC, Snr Director for P&C Operations, process function directors and other SSC business leads.

It will also lead and manage a global and diverse team covering: P&C Administration & Payroll, P&C Systems and P&C Management Information, Reward & Benefits, Resourcing and Employment law and Management advice including transactional activities. Be focused on customer service & deliverables to internal stakeholders. Lead on managing change and engagement activities in collaboration with Change communications team and ensuring services and solutions meet strategic business plan requirements.


Strategy Development:

  • Lead in the development and execution of the Global SSC P&C strategy, ensuring alignment with the Partnership P&C strategy as well as corporate and SSC business plans.

  • Lead and engage with process function directors, regional and national stakeholders in developing and implementing change initiatives that positively impact global SSC business results.

  • Direct the collaborative identification and development of annual and multi-year human capacity strategies such as workforce planning, succession planning, performance management, employee relations, staff development, and organization design, ensuring the right talent at the right time and place. Identify and facilitate development of standards, guidelines, policies, tools, and resources.

  • Provide leadership to the development and implementation of organization wide communication and change management plan during customers and stakeholders transitions as needed.


  • Lead and manage the global SSC P&C team – this includes the development of P&C capacity and infrastructure, building knowledge, expertise, and capacity. Leveraging internal and external resources by ensuring P&C functional capacity and service delivery to all process functions/stakeholders are delivered and measured.

  • Drive and deliver strategic and operational solutions to global SSC leaders and their teams by providing timely and appropriate advice/support on their people challenges and opportunities, organizational design/architecture, performance management, talent development, restructuring, change management and all aspects relating to people and organizational development.

  • Support global SSC leaders in creating a strategically aligned organizational culture and engaged workforce through various change initiatives that improve engagement and staff performance.

  • Facilitate the delivery of P&C shared services process offering including the payroll implementation project, agree MoU’s/SLA’s and service performance management with current and prospective clients to include measurable targets and customer relationship management.

Technical & Operational Support:

  • Work closely with Regional and National Offices providing technical guidance and input in the areas of Human Resources and Organizational Development, related to Shared Services implementation as needed.

  • Contribute to the development of global policies, guidelines and standards relating to P & C in an SSC environment and provide leadership in contextualizing and mainstreaming these within global SSC.

  • Adapt creative and innovative P & C strategies and practices in recruitment, reward, retention, talent and performance management, staff care and human resource development, in order to meet challenges from SSC labor markets.

Continuous Improvements & Learning and Development:

  • Champion lean six sigma principles, drive performance and process improvement plans in P&C practices, systems and tools whilst monitoring and reporting on team progress.

  • Partner with global SSC leaders and the global continuous improvement director to influence and strengthen continuous improvement processes through the development of a CI culture, value adding programs and initiatives that ensure both economy and efficiency of SSC work processes.

  • Encourage mutual learning between SSCs, along with National Offices within the regions where SSCs operates and between other regions in the Partnership.

  • Lead the assessment, development and implementation of an integrated and practical Learning & Development model (70:20:10 model) based on SSCs P&C priorities and strategy.

  • Ensure that most talented staff are developed and retained in the organization and key positions are filled in effective time – through effective Talent Management and Succession Planning.

  • Manage and facilitate the delivery of the yearly WVI board succession planning report for global SSC.

Data Analytics & Reporting:

  • Maintain knowledge of SSC industry trends and employment legislation and ensure organization's compliance to statutory requirements.

  • Provide timely and accurate reporting to include KPI measures and performance tracking of services, managing the team to deliver and exceed targets.

  • Drive the effective delivery of P&C services initiatives and programs and ensure the engagement of all stakeholders to include proactive communication plans, reporting and project management.

  • Manage associated P&C SSC training budget, demonstrating best value with SSC business plans and meeting customer requirements as per agreed SLA’s.

  • Support the development, implementation and compliance of global SSC performance to P&C Scorecard in alignment with GC P&C goals and priorities.

Internal and External Liaison & Coordination:

  • Act as a strategic link and focal point for SSC P&C connecting Regional Office, National Offices, Support Offices and Global Center for mutual support.

  • Participate and actively contribute to partnership forums, working Groups and networks related to P&C as deemed necessary.

  • Work with other members of the SSCs, NOs and ROs team to ensure sound P&C practices within the wider shared services market, within and out of WVI.

  • Develop external strategic P&C networks with other SSCs, SSCs Associations and Chambers, International Organizations, NGOs, HR consulting groups to expand P&C network.


  • Graduate and post graduate qualification and/or Professional qualification in HR Management, Psychology, Organizational Development or MBA.

  • Certified Chartered CIPD member or SHRM professional or other professional HRM membership.

  • A thorough understanding of all areas of Human Resources management and staff development, and knowledge of HR and OD practices, group processes and dynamics and apply such in the SSCs context.

  • A strong influencer and collaborator who is able to influence across all levels and still deliver results in the face of challenges and obstacles.

  • Requires minimum of 10 years’ progressive experience in Human Resources Development with significant generalist and organizational development experience, or related fields, in a complex, international organization (preferably in an INGO context).

  • A proven record of developing people in a cross-cultural setting and initiating and implementing organizational change.

  • Committed Christian who attends, participates and leads in devotions.

  • Certified Chartered CIPD member or SHRM professional or other professional HRM membership.

  • Lean Six Sigma – Green or black belt certified.

Preferred Skills, Knowledge and Experience:

  • Strong influencing & communication skills (oral and written) with ability to express ideas and concepts clearly and persuasively with senior internal and external stakeholders.

  • Understands and values diversity and maximizes diversity to achieve organizational goals.

  • Must have strong knowledge of computer software such as MS Office, Lotus Notes.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 30% of the time.

  • This role involves the coordination with geographically dispersed P&C teams located in SSCs sites & operations.