Driving business performance through the appropriate implementation of HR initiatives. Areas of impact include resourcing, reward, performance/productivity, absence management, retention, change management, engagement, and development.

• Matric / Equivalent
• HR/IR Degree / Diploma (Essential)
• A minimum of 2-5 years’ experience in a HR / Team Leader role within the Contact Centre Industry – Essential
• Excellent analytical skills and exceptional attentional to detail.
• Exceptional Relationship Builder with all Stakeholders on all levels
• Ability to working under immense pressure, multi-tasking and meeting tight deadlines.
• Must be able to demonstrate an understanding of the BPO Industry and the importance of managing performance.
• Track record of implementing and managing new and ongoing projects.
• Excellent verbal and written communications skills

• HR onboarding
• Ensure efficient and sustainable HR operational delivery in the business taking proactive steps to avoid unnecessary people orientated disruptions to the business.
• Implementation (and supporting the development) of staff engagement initiatives.
• HR in Lead- Learning needs assessment, design, and training of relevant interventions
• Supporting managers/employees through guidance and advice on employee relations matters.
• HR Capability, HR wellness, Total Rewards- Oversee all activities related employee wellness and recognition- External (AON) & Internal stakeholders.
• Corporate governance & flexibility with working hours – Hours may change based on operational requirements
• Work closely with fellow members of the team to develop and implement tactical solutions to enable achievement of corporate targets. Operational HRBP visibility and accessibility is critical.
• Effective communication of information between the Account and all other relevant departments or stakeholders.
• Ensure all clients’ and Company goals are achieved aligned with the respective KPIs
• Manage support, guide, advise and audit all things relating to Absence Management & Attrition Management based on retention strategy
• Able to work on Outlook, Excel and PowerPoint for HR presentations therefore attention to detail is vital.
• Understand and continuously reinforce group-wide initiatives. Support operations in their interpretation as required.
• Governance and Compliance- Provide HR policy guidance, oversee deployment of all HR policy elements across the division, review escalated cases and interpret policy as per organizational guidelines when required to ensure highest level of employee satisfaction.

Resourcing

• Fully understand the client brief, brand, and products/service offering, to ensure a strong candidate fit with requirements. Work closely with the Recruitment Manager to ensure requirements are understood and met.
• Establish an efficient and effective communication dialogue with the relevant Business Managers which is in line with their expectations

Performance Management

• Support management in the utilization and application of performance management tools.
• Support managers in ensuring a performance management culture is developed throughout the account where results are measured both in qualitative and quantitative terms and above average performance is rewarded appropriately.
• Work across accounts (where relevant) to help gain efficiencies and to meet the fluctuations in demands of the account, ensuring that savings are achieved for clients wherever possible.
• Monitor and analyses reports, identifying trends and using information to make continuous improvements in processes, procedures and working practices.

People development

• Ensure a continuous process of identifying learning needs at all levels of your area of responsibility.
• Work with the Learning and Development team (where necessary) to design and roll out relevant learning interventions.
• Conduct regular skills enhancement sessions for management (particularly those newly appointed to the role).
• Ensure implementation and execution of structured development plans across the campaign/department
• Think of development in relation to productivity and engagement.
• Identify, nurture and develop future operational managers at all levels enabling the business to grow rapidly utilizing ‘home grown’ talent.
• Work closely with management and employees to improve work relationships, build morale and increase productivity and retention
• Monitor and report on workforce and succession planning

Employee Relations

• Supporting managers, as required, in relation to disciplinary, appeal and grievance processes in accordance with legislation.
• Support the business with employee and industrial relations needs (Incl. conflict resolution, conduct/misconduct, incapacity and grievances).
• Disciplinary Enquiry Notices (draft and issue) including processing of the DE outcome
• Guide, support and advise on all incapacity cases
• Review escalated cases across the employee lifecycle management including talent acquisition, on boarding, discipline, performance, rewards, termination and final settlement, conduct root cause analysis of the issue and take appropriate steps to enforce all relevant policies, procedures and regulations.

Adhoc

• Termination processing of all details relating to an employee exiting
• Processing of Maternity, Paternity, Parental, Long Term and Study leave applications
• Support all employee queries i.e. Internal or External
• HR Automation – Any system launch all processing to be completed within required SLA
• HR Project completion start to end
• Training i.e. HR in Lead and all HR related topics training rollout
• Change Management processes