People and Culture Officer, Services at IITA - International Institute of Tropical Agriculture

DUTIES:

• Support the delivery of onboarding, offboarding, and employee movement processes, ensuring timely and accurate execution. 
• Triage and assign incoming service requests and tickets to the appropriate P&C teams or resolve directly when within scope. 
• Maintain high standards of customer service by ensuring all interactions are professional, empathetic, and aligned with IITA’s values. 
• Monitor and manage service level agreements (SLAs), ensuring timely resolution of queries and minimal ticket backlog. 
• Document and update standard operating procedures and knowledge base articles to support continuous improvement. 
• Identify recurring issues and escalate trends to relevant P&C teams for process improvement. 
• Ensure compliance with data privacy and P&C policies in all interactions and documentation. 
• Maintain confidentiality and data protection standards in all interactions.
• Perform other job-related tasks as assigned by supervisors.

QUALIFICATION:                     

BSC\HND in Business Administration, Human Resources Management or any other  related courses with a minimum of two (2) years’ experience performing a similar role in a well-structured environment and an HR services delivery preferably in a contact centre environment. Understanding Research for development or working with research sector and Professional certificates such as SHRM-SCP, CIPM, CIPD and PMP are added advantage. 

COMPETENCIES:

The ideal candidate must:

• Have good analytical, engagement, and collaboration with ability to work in multi-cultural project team in a networked way of working in a global organization.
• Have experience using IT (Microsoft) and HR information Systems.
• Demonstrate excellent written and verbal communication skills in English. French and Portuguese are added advantage
• Be proficient in the MS Office Suite, HR systems such as Workday, SNOW or similar platforms.
• Be familiar with providing HR services to a large multicultural project and donor requirements and reporting on people issues.
• Possess strong organizational and problem solving skills with a customer-centric mindset.
• Must focus on efficiency, accuracy and results.
• Demonstrate empathy, responsiveness and proactive support.
• See Interdependencies across HR and organizational systems.
• Builds trusted relationships with internal and external stakeholders.
• Demonstrate discretion and professionalism in all interactions.