Main Outputs and Responsibilities
1. Analyses trends and metrics and develops and implements solutions
Actively identifies gaps, proposes and implement changes necessary to cover risks through analysing reports on sick leave, absenteeism and attrition
Analysis of ratios per campaign and driving rightsizing in operations
Manages complex and difficult HR Projects cross-functionally
2. Provides day to day performance management guidance including coaching / counselling / career development / disciplinary action
To deploy performance development framework linked to reward Coach and educate all levels of the organization (including senior level) on Human Capital best practices
Identifying areas of development and facilitating training workshops
Driving employee engagement and performance management through 1-on-1’s
3. Building strong business relationships with internal clients
Acts as a single point of the contact for the employees and managers in the business unit
Proactively supports the delivery of Human Capital Processes at the client’s side
Weekly meetings with stakeholders to conduct a needs analysis and provide feedback on HC actions
Understands the client environment and the client resourcing requirements
Analyses client feedback and processes and use this feedback to ensure service enhancements
Engages with management team and pro-actively, responds to queries promptly and ensures that opportunities for improvements are actioned and measured
Performs a support role for the business by ensuring collaboration and pro-active communication between departments
Presentation of MBR and suggestions about change management
To provide meaningful reporting to facilitate business decisions
4. Compliance
Driving Employment Equity and ensuring adherence to policies
To ensure compliance to legal, business and client requirements
5. Acts as performance improvement driver and provokes positive changes in people management
Work closely with management and employees to improve work relationships, build morale and increase productivity and retention
Resolve complex employee relations issues and address grievances
Promotes performance management and calibration sessions
Proposes changes for continuous improvement
6. Participates in the evaluation and monitoring of training programmes to ensure success
Participation in the L&D training programmes (Step-Up, Elev8, Aspire, etc)
Analysis of speed to productivity
Designs succession plans for key talents and key job positions and looking at organisational skills and development
Size: Human Capital Business Partners generally have 1 HC Consultant working for them with a ratio of up to 200 agents in operations per HC Consultant.
Skills and Competencies
People Management Skills; mentor and drive people development; ensure high levels of employee engagement
Strong and adaptable communication skills with the ability to influence and motivate
Active Listening skills
Coaching Skills; ability to deliver constructive feedback
Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources; good time management
Good interpersonal skills
Strong analytical abilities; ability to collate, manage and analyse data
Adaptability / Flexibility
Problem solving skills and adept at trouble shooting
Resilient approach and the ability to manage under pressure
Knowledge of legislative requirements
Excellent decision-making skills
Experience, Knowledge and Qualifications
Bachelor’s Degree in HR / Relevant course
Higher Diploma in HR.
Member of IHRM with Valid Practising Certificate.
5-7 years’ experience in a Human Resources or Management role
Previous experience in a call centre advantageous
Strong MS Excel and PowerPoint skills
