Head - Employee Relations & Services

About the role

The Head of Employee Relations & Services leads the bank’s employee relations and service functions, ensuring fair treatment, service excellence, and compliance across all HR operations. Reporting to the Chief Human Capital Officer, this senior leader drives consistent, confidential, and timely resolution of employee matters while leveraging analytics and process improvement to enhance the employee experience.

Key responsibilities

• Lead the Employee Relations & Services unit, translating the HC operating model into practical service, governance, and compliance priorities.
• Own the operating model, service catalogue, SLAs, role accountabilities, escalation routes, and reporting to ensure consistent, responsive employee services.
• Establish and maintain HC governance, control, policy, delegation, and records‑management requirements.
• Define, monitor, and report on service‑level agreements, turnaround times, and performance indicators, driving root‑cause analysis and corrective actions.
• Provide risk‑based advice on complex employment, conduct, compliance, and employee‑service matters.
• Manage employee relations cases, including grievances, disciplinary actions, investigations, appeals, and mediation.
• Oversee payroll, benefits administration, and employee lifecycle services with accurate processing and strong controls.
• Administer the Social Protection Fund, handling contributions, statutory reporting, and compliance.
• Manage the Employee Health Insurance Program, monitor provider performance, and drive program improvements.

Required profile

• Extensive senior‑level experience in employee relations, HR operations, payroll, and benefits administration.
• Proven ability to design and govern HR service models, SLAs, and performance metrics.
• Strong knowledge of HR compliance, policy interpretation, and governance frameworks.
• Demonstrated leadership in managing complex employee matters with confidentiality and fairness.
• Excellent analytical and problem‑solving skills, with a focus on continuous improvement.

Required skills

What we offer

• Opportunity to shape HR service delivery at a leading financial institution.
• Leadership role with direct impact on employee experience and organizational trust.
• Collaborative environment focused on innovation and excellence.