Lead, People Helpdesk at Moniepoint Inc.

About the role

• The Lead, People Helpdesk owns the first line of support for all employee People-related queries at Moniepoint. 
• You are responsible for delivering a service experience that is accurate, timely, and human, ensuring employees receive clear answers, fast resolutions, and a consistent understanding of our policies, processes, and systems.
• You bring structure and reliability to how questions flow through People Operations, partnering closely with Payroll, Contracts & HR Administration, Employee Lifecycle, CoE’s, and PBPs to resolve issues quickly and ensure employees feel heard and supported. 
• Your work represents the People Team’s voice on the ground, dependable, empathetic, and solution-focused.

Duties & Responsibilities

• Own the daily operations of the People Helpdesk, ensuring all employee queries are triaged, responded to, and resolved within agreed SLAs.
• Maintain a clear routing and escalation framework across Payroll, HR Administration, Employee Lifecycle, Talent Acquisition, HRIS, and PBPs to ensure efficient issue handling.
• Deliver accurate, consistent guidance based on Moniepoint’s policies, processes, and People operations standards.
• Manage and update the FAQ library, knowledge base articles, and helpdesk templates to improve clarity and reduce repeated questions.
• Track, monitor, and analyse query trends to identify recurring issues, process gaps, or training needs across the People function.
• Work closely with HRIS & People Analytics to ensure helpdesk data is captured correctly and contributes to operational insights.
• Partner with the Head of People Operations to enhance service quality, reduce response times, and improve employee experience.
• Ensure all helpdesk interactions meet standards of confidentiality, accuracy, and professionalism.
• Support onboarding waves by helping new joiners navigate People systems, benefits, policies, and administrative processes.
• Contribute to documentation improvements, process updates, and system upgrades that reduce friction for employees and improve internal consistency.

Qualifications

• 4–6 years of People Operations, HR service delivery, or employee support experience.
• Experience using helpdesk or ticketing systems, HR platforms, or case management tools.
• Strong understanding of People policies, HR operations processes, and employee lifecycle basics.
• Excellent communication skills with the ability to explain People processes in simple, clear terms.
• Comfortable working with data to identify trends, gaps, and opportunities for improvement.

Preferred Qualifications:

• Experience supporting employees across multiple countries or entities.
• Exposure to fintech, financial services, or other fast-paced, structured environments.
• Familiarity with HRIS platforms, internal knowledge bases, or digital support tools.

What Success Looks Like

• Helpdesk queries are consistently resolved within SLA, with high satisfaction ratings from employees.
• A clear knowledge base reduces repeated questions and improves self-service.
• Query trends are tracked and used to drive improvements across Payroll, HR Admin, Lifecycle, and TA.
• Service quality improves across regions due to consistent guidance and faster routing.
• Employees trust the helpdesk as a reliable, accurate, and approachable first point of contact.
• The helpdesk becomes a central source of operational insight, shaping future People processes and documentation.

About You

• You are calm, clear, and patient in every interaction, even when questions repeat.
• You bring empathy and accuracy to employee support, knowing the helpdesk shapes daily perception of the People Team.
• You’re structured and organised, able to manage volume without losing quality.
• You enjoy problem-solving and turning unclear situations into straightforward guidance.
• You operate with confidentiality, consistency, and a strong sense of service excellence.
• You care deeply about making People processes easy to navigate.