October 17, 2024

Teleperformance South Africa

Port Elizabeth

FULL TIME & OTHER

Human Resources Business Partner

Job Summary / Overview
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.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document

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 Power Point 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
Completion of My TPLife Modules
Training i.e. HR in Lead and all HR related topics training rollout
Change Management processes

Education and Work Experience

Matric / Equivalent
A minimum of 3-5 years’ experience in a HR / Team Leader role within the Contact Centre Industry (Essential)
HR Degree / Diploma (Essential)
HRBP from BPO (Essential)
Strong IR background
Absence Management Experience
Intermediate Excel Skills

Competencies and Specific Skills

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

Job Types: Full-time, Permanent