Job vacancy People & Support Services Officer (Short Term Contract)

59 Okodan St, Blue Gate district, Osu, Accra near Papaye, Accra
  +233 0302 760143, +233 24 3925110

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Job Type
Job Status
Full Time
29 August, 2020
Job Title

People & Support Services Officer (Short Term Contract)

Job Location
Job Presentation
Company Profile

WSUP is a not-for-profit company that helps transform cities to benefit the millions who lack access to water and sanitation. We were created in 2005 as a response to the urban explosion that has left many cities unable to provide basic services, such as access to a toilet or drinking water, to low-income communities. We work alongside local providers, enabling them to develop services, build infrastructure and attract funding so that they can reach low-income communities.To ensure that services can reach as many people as possible, and will exist over the long-term, we have a strong focus on financial viability. This means working with utilities and businesses to build services which generate revenue whilst reaching the most vulnerable urban residents and advising regulators and governments on how to create an environment which enables businesses to succeed.We are based in the UK with offices in seven countries in sub-Saharan Africa and Asia. As the urban specialist in water and sanitation, we are committed to sharing evidence and approaches so that our innovations can enable change around the world. Since inception we have helped over 18 million people access better water and sanitation services.For more information about WSUP's vision and approach, see

  • Department: Programmes
  • Place of work: Accra, Ghana
  • Duration: Full-time, fixed term from September 2020 – March 2021
  • Grade: 9
  • Salary: GHS 75,691 – 80,664 per annum pro rata
  • Reports to: Country Programme Manager, Ghana
  •   About the roleThe People & Support Services Officer reports to the Country Programme Manager (CPM) and will work closely with the People and Support team in the UK-based Secretariat, to deliver wide-ranging responsibilities that ensure the people and support services functions in the Ghana office are responsive and efficient. It is a varied role that covers everything from office facilities to the full employee life cycle, including employee relations and supporting line managers with advice particularly relating to our policies, legislation and best practice.  As the role will have an overview of WSUP’s activity in Ghana through the above, they will also play a coordination role between the Ghana team and the Communications team in the Secretariat, supporting the use of national and international communications as part of WSUP’s influencing strategy. WSUP is in a transformation stage as we enter the next phase of our organisational development and this position will play a key role in ensuring that staff feel engaged and valued throughout the process. They will also support the increased emphasis on learning to support achievement of our internal strategic goals in the new Business Plan 2020 – 2025. Main responsibilitiesThe People & Support Services Officer will report directly to the CPM, with a responsibility to inform and consult with the UK-based Secretariat, including relevant staff members as follows:
  • IT and Facilities – Support Services Officer
  • Employee relations - HR Officer
  • Training and staff development – Head of People & Support
  • Non-financial compliance – Head of People & Support
  • Communications – Communications Officer
  • The People & Support Services Officer will continuously monitor processes to identify inefficiencies and work with local and Secretariat staff to find and implement solutions. They will maintain a close relationship with Secretariat support staff, relaying any concerns or queries in order to receive support as needed. The key tasks and responsibilities of the People & Support Services Officer will include the following: Support ServicesThis role will lead proactive and service-focussed delivery of the back-office support required for WSUP to deliver its vision and mission. 
  • Facilities support
  • Deliver professional and productive work environments for the Ghana team across all locations
  • Support the Country Programme Manager to ensure the smooth running of the Ghana office, including office administration and compliance with WSUP systems and processes
  • Ensure all legal registrations and other requirements are in place for all offices 
  • Responsible for facility, maintenance, and H&S issues, liaising with building management or third-party providers when necessary 
  • Account manage all 3rd party office suppliers such as cleaners, IT support, contractors to ensure a consistent level of service in line with Service Level Agreements
  • Maintain overview of all office contracts to ensure all services are current, planning reviews in good time to ensure WSUP is securing value for money as well as maintaining continuous and adequate cover
  • Ensure the security of WSUP assets, including an asset register for all assets and liabilities held >GBP1,000, computer & office equipment and vehicles, and appropriate management of vehicles.
  • Work with the Secretariat to identify any services needed, documenting a request for proposal and reviewing incoming bids in line with our procurement procedure (subject to available budget)
  • Travel and logistics
  • Coordinate and support staff’s domestic and international travel arrangements, providing training where required so that they are able to self-manage their own trips
  • Support staff with logistics for internal and external events where necessary, such as arranging venues or catering
  • Work closely with the Secretariat and other WSUP offices to support staff and external parties visiting Ghana
  • Health, Safety & Security
  • Maintain local and national Health, Safety & Security procedure, reviewing and updating when relevant including carrying out risk assessments on a regular basis and responding to any corrective action
  • Ensure there are appropriate trained first aiders and fire wardens for all offices
  • Ensure staff remain up to date on their H&S and other training
  • IT
  • Coordinate with Support Services in the Secretariat to get the best value from WSUP’s global IT support provider, identify any additional IT services required locally and put them in place
  • Act as the ‘IT Champion’ for Ghana, taking on a ‘train the trainer’ role whereby you are able to provide training and support for colleagues in country on organisational platforms such as ShareFile and Podio, with support from the Support Services team
  • Work with the IT Assistant in the Secretariat to facilitate the team’s use of organisational platforms in a safe and secure manner
  • Human Resources

    This position will be responsible for managing the employee life cycle, in line with WSUP’s standards and processes, and will play a key role in supporting line managers in understanding the frameworks in place to help them manage their team, for example, performance management, absenteeism, etc.

  • Recruitment
  • Provide a responsive and efficient end to end recruitment administration service for the Ghana team
  • Liaise with the HR Officer in the Secretariat office on all recruitment processes to ensure consistency of approach in line with WSUP’s standards and that correct approvals are obtained
  • Support managers to draft reflective and comprehensive job descriptions, person specifications, adverts, interview questions and tasks
  • Starter and leaver process
  • Responsible for pre-starter processes, including sending out of welcome email, requesting references, carrying out right to work checks, etc.
  • Prepare offer letters, contracts and contract change letters for signature
  • Responsible for inductions with new starters in Ghana and working closely with HR Officer in Secretariat on developing consistent induction processes for Ghana team.
  • Help with DSE assessments for new starters (training will be provided)
  • Oversee probation process, ensuring all new starters have probationary objectives and issue confirmation in post letters after probation is passed
  • Improve and oversee leaver process, ensuring necessary steps are followed
  •  Staff welfare and employee relation
  • Work alongside the Head of People & Support on organisational change projects 
  • Develop and coach managers so that they confidently and consistently encourage performance and address underperformance as well as support them with routine Employee Relations cases including capability, disciplinary and grievance issues, and absence management
  • Liaise with the HR Officer in Secretariat to pro-actively seek new efficient ways of making HR processes more effective and streamlined
  • Coordinate and apply policy frameworks and knowledge to assess regular HR activities including the performance and development reviews
  • Maintain appropriate medical and life insurance for the Ghana team, including regular reviews
  • Use workforce analytics, such as absence and turnover data, to identify and prioritise initiatives to improve staff well-being or engagement
  • Establish strong relationships with staff to encourage open communication, feedback, and discussion that promotes staff welfare across the Ghana office.
  • HR Compliance
  • Keep up-to date with Ghana employment law and inform HR team in Secretariat if any changes affecting the organisation arises, taking pro-active steps to incorporate any changes in law into WSUP documents/policies.
  • Work with the Head of People and Support to ensure HR policies and procedures are relevant, up-to-date, compliant with current legislation and embedded within the organisation, 
  • Maintain employee records according to policy and legal requirements
  • Payroll and pension 
  • Monthly payroll administration, including notifying Finance of salary changes, deductions, and any calculations in final salary payments for leavers
  • Administration of WSUP Ghana pension schemes, including new starters, salary changes and leavers
  • Acting as the first point of contact for all payroll and pension queries liaising with payroll and pension providers as necessary
  • Communications

  • Act as the in-country focal point for the Communications team in the Secretariat, using your overview of programme activity to identify communications opportunities, share, advise and plan these with the Communications team, and collect content for them to develop and disseminate.
  • Lead on communications within Ghana, identifying and developing opportunities to build WSUP’s profile within the WASH sector, engaging urban stakeholders, funders and potential funders. 
  • Act as a brand guardian, helping to ensure that all outputs produced by the Ghana team are consistent with WSUP’s communications policies.
  • Requirements
    • Essential
    • Experience and Qualifications Experience of providing organisational support, including facilities management (A)
    • Experience of establishing and improving processes (A, I)
    • Understanding of best practice in office support functions (A)
    • Skills and abilitiesProfessional and discreet, with the ability to judge when information must be treated confidentially (I)
    • Excellent planning, organisational and time management skills, able to work well under pressure both proactively and reactively and prioritise a challenging workload (A) (I)
    • Ability to work collaboratively with all departments across the organisation, building strong working relationships & credibility at all levels (I)
    • Ability to influence other colleagues, for example, in encouraging behaviours around collaboration (I)
    • Enthusiastic and proactive approach to problem solving (I)
    • Microsoft Office skills and general IT literacy, ideally with experience of Microsoft 365 (A, I)
    • Able to communicate clearly and confidently both in writing and verbally and to provide advice with confidence and tact (I)
    • Able to work well under pressure (I)
    • Have a hands-on approach and be a team player (I)
    • Excellent written and verbal English communication skills (A)
    • OtherPassionate about WSUP’s aims and ethos (I)
    • Absolute adherence to WSUP’s policies on Safeguarding, Child Protection, Health & Safety and Business Ethics and lead on these by example (I)
    • Desire and willingness to learn (I)
    • Desirable
    • Experience, skills and qualifications   Understanding of HR practice and Ghanaian employment law (A, I)
    • Experience of casework including performance management, absence management, disciplinaries and grievances in line with employment law and best practice (A, I)
    • Experience of using an HR Information System (HRIS) (A, I)
    • Charity or not-for-profit sector experience (A, I)
    • Intermediate level Microsoft Excel (able to use basic formulas) (A, I)
    • Education: Qualified
    Valid Till
    4 Sep, 2020

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