People & Culture Services Manager

The People and Culture Services Manager is responsible for leading the day-to-day delivery of People & Culture (P&C) services across the Group.

Main Function:

The People and Culture Services Manager is responsible for leading the day-to-day delivery of People & Culture (P&C) services across the Group. This includes overseeing the execution of core P&C processes such as performance management, employee relations, policy implementation, and personnel administration.

The role ensures standardized, compliant, and high-quality service delivery. The P&C Services Manager is a key liaison between on-site operations and the central P&C team, ensuring the effective rollout of P&C programs and continuous improvement in the employee experience.

Service Delivery & Operational Oversight:

• Lead the delivery of consistent, efficient, and compliant P&C services across all divisions.
• Ensure accuracy, responsiveness, and adherence to service standards.
• Develop, implement, and monitor P&C operating procedures to support employee lifecycle processes.

Workforce Administration & Compliance:

• Ensure timely and accurate maintenance of employee records and database via the HR Management Information System (HRIS).
• Monitor compliance with CB Group policies, labour laws, and regulatory requirements across all locations.
• Oversee processes related to leave, job letters, disciplinary action, and separation documentation. 

Recruitment Support & Onboarding:

• Work closely with Talent Recruitment to ensure alignment between staffing needs and hiring activity.
• Support site-level onboarding and orientation processes, ensuring full compliance and cultural integration.
• Approve and maintain updates to organizational structures, contracts, and temporary staffing arrangements.

Performance Management Coordination:

• Manage the execution of the performance review process across locations, ensuring consistency and quality.
• Advise People Services team and site leaders on managing underperformance and implementing improvement plans.
• Track completion rates and identify trends in performance data for reporting and action. 

Reporting & Metrics:

• Develop and share regular reports on absenteeism, turnover, grievances, performance trends, and other relevant metrics.
• Use data insights to identify operational gaps and drive enhancements in service delivery.
• Maintain service level standards and internal audit readiness across all administrative processes.

Employee Relations & Engagement:

• Ensure there is an active Engagement Action Plan (EAP) to drive continuous improvement in employee engagement.
• Support the resolution of employee relations matters by coaching leaders and ensuring due process.
• Handling of employee grievances and industrial relations processes
• Oversee disciplinary and grievance procedures in line with CB Group’s policies and applicable labour laws.
• Guide and coordinate location-specific engagement, safety and wellness initiatives in collaboration with the central P&C team.
• Conflict resolution

Benefits Administration:      

• Developing and administering employee services (Life & Health Insurance, Personal Accident, Pension Administration.

Team Leadership & Development:

• Provide leadership, coaching, and performance feedback to People Services team.
• Build a high-performing team culture focused on responsiveness, accuracy, and employee experience.
• Identify team development needs and support training initiatives to build capability. 

Demonstrated Knowledge, Skills, Experience:

• Minimum of 5–7 years in a P&C or HR operations role, with at least 2 years at a supervisory level.
• First degree from an accredited institution ideally in Human Resource Management or similar.
• HR certifications (e.g., SHRM-CP, PHR) preferred.
• Experience working in multi-site or group environments with diverse operational demands.
• Intimate knowledge of Jamaican labour laws and practices
• Good dispute resolution and negotiating experience
• Excellent oral and written communication skills
• Strong organizational and time management skills
• Excellent interpersonal skills with the ability to work with people at all levels