KEY RESPONSIBILITIES (Structured along the employee journey) 1. Talent Acquisition and Onboarding § Oversee the end-to-end onboarding experience including background checks, employment contracts, tools of trade provisioning and systems access § Ensure full compliance and a smooth start for all new hires across internal teams and client campaigns § Collaborate with recruitment and compliance teams to ensure efficient onboarding delivery § Strengthen culture integration from day one § Industrial Relations and Policy Governance IR Case Management § First-line support on IR matters including absenteeism, underperformance, misconduct, and grievances § Draft hearing documentation, facilitate processes, and support formal outcomes § Ensure policy-aligned responses and prepare accurate paper trails for internal and CCMA use § Maintain and track IR matters with monthly reporting to highlight trends, risks, and hotspots 2. Policy Development and Governance § Draft, review, and manage HR and employment policies aligned to BPO operations and labour law § Train leaders on consistent application and advise on gaps or adaptations needed § Strengthen policy adherence and provide oversight during audits or escalations 3. Performance Management (Core Focus) § Design and roll out campaign-specific performance standards that reflect operational realities, leadership inputs, and evolving scorecard priorities § Collaborate with leadership to develop competitive and targeted KPIs based on: business goals, client expectations, operational challenges, and trends observed through IR, retention, QA, and performance outcomes § Develop and implement a clear Performance Management Policy that is applied consistently across units § Train Supervisors and Managers on performance management best practices, including review cycles, calibration, and real-time coaching § Proactively track people performance and alert leadership on both red flags and high-performer opportunities § Design and support Performance Improvement Plans (PIPs) for underperformers with structure, guidance, and coaching integration § Partner with QA, Operations, and L&D to link people outcomes with campaign health § Provide monthly reporting that highlights: top and bottom performers, role-specific insights, gaps in measurement, and links to attrition, engagement, and recognition 4. TALENT GROWTH, RETENTION AND SUCCESSION § Collaborate with managers to identify, map, and develop succession candidates for critical roles § Track Individual Development Plans (IDPs) and ensure follow-through § Recommend or design developmental experiences, mentorship pairings, and stretch assignments § Identify high-performing staff for fast-tracking or leadership exposure § Track and respond to attrition trends and exit reasons § Contribute to campaigns and initiatives that enhance retention, recognition, and employee investment 5. EMPLOYEE ENGAGEMENT, WELLNESS AND CULTURE § Support the design and delivery of culture and wellness activities including mental health, inclusion, care days, and values activations § Conduct pulse surveys, engagement check-ins, and exit interviews § Provide insights on engagement levels to leadership and HR § Work with internal teams to drive inclusion, recognition, and morale-building interventions § Advise on absenteeism patterns and wellness referrals where needed 6. HR ADMINISTRATION, SYSTEMS AND REPORTING § Maintain and secure HR files in line with POPIA and internal protocols § Prepare HR reports, dashboards, and analytics to share with the Head of iPeople and leadership § Manage accurate trackers for IR, absenteeism, performance reviews, PIPs, and career movement § Coordinate payroll-relevant inputs like new hires, exits, movements, and warnings 7. STRATEGIC BUSINESS SUPPORT AND CAMPAIGN INTEGRATION § Understand and support the culture, KPIs, and delivery expectations of all BPO campaigns § Diligently align HR initiatives with campaign outcomes § Serve as the HR lead for new campaigns, transitions, or people-impacting shifts § Alert business leaders to people trends, pain points, or emerging risks § Collaborate with L&D, QA, and operational owners to support campaign health from a people perspective QUALIFICATION AND EXPERIENCE § Demonstrated experience managing performance frameworks, PIPs, and employee development § 35 years of experience as an HR Generalist or Business Partner in a BPO or contact centre environment § Degree or Diploma in HR Management, Industrial Psychology, or similar § Strong knowledge of South African labour law, BCEA, CCMA processes, and HR policy frameworks § Skilled in MS Excel and HRIS systems for tracking, reporting, and analytics KNOWLEDGE AND SKILLS § Payroll § Advanced excel § Labour law § S197 and S189 § B-BBEE transformation § ESG reporting § WSP § Business report writing § Business acumen KEY RESPONSIBILITIES (Structured along the employee journey) 1. Talent Acquisition and Onboarding § Oversee the end-to-end onboarding experience including background checks, employment contracts, tools of trade provisioning and systems access § Ensure full compliance and a smooth start for all new hires across internal teams and client campaigns § Collaborate with recruitment and compliance teams to ensure efficient onboarding delivery § Strengthen culture integration from day one § Industrial Relations and Policy Governance IR Case Management § First-line support on IR matters including absenteeism, underperformance, misconduct, and grievances § Draft hearing documentation, facilitate processes, and support formal outcomes § Ensure policy-aligned responses and prepare accurate paper trails for internal and CCMA use § Maintain and track IR matters with monthly reporting to highlight trends, risks, and hotspots 2. Policy Development and Governance § Draft, review, and manage HR and employment policies aligned to BPO operations and labour law § Train leaders on consistent application and advise on gaps or adaptations needed § Strengthen policy adherence and provide oversight during audits or escalations 3. Performance Management (Core Focus) § Design and roll out campaign-specific performance standards that reflect operational realities, leadership inputs, and evolving scorecard priorities § Collaborate with leadership to develop competitive and targeted KPIs based on: business goals, client expectations, operational challenges, and trends observed through IR, retention, QA, and performance outcomes § Develop and implement a clear Performance Management Policy that is applied consistently across units § Train Supervisors and Managers on performance management best practices, including review cycles, calibration, and real-time coaching § Proactively track people performance and alert leadership on both red flags and high-performer opportunities § Design and support Performance Improvement Plans (PIPs) for underperformers with structure, guidance, and coaching integration § Partner with QA, Operations, and L&D to link people outcomes with campaign health § Provide monthly reporting that highlights: top and bottom performers, role-specific insights, gaps in measurement, and links to attrition, engagement, and recognition 4. TALENT GROWTH, RETENTION AND SUCCESSION § Collaborate with managers to identify, map, and develop succession candidates for critical roles § Track Individual Development Plans (IDPs) and ensure follow-through § Recommend or design developmental experiences, mentorship pairings, and stretch assignments § Identify high-performing staff for fast-tracking or leadership exposure § Track and respond to attrition trends and exit reasons § Contribute to campaigns and initiatives that enhance retention, recognition, and employee investment 5. EMPLOYEE ENGAGEMENT, WELLNESS AND CULTURE § Support the design and delivery of culture and wellness activities including mental health, inclusion, care days, and values activations § Conduct pulse surveys, engagement check-ins, and exit interviews § Provide insights on engagement levels to leadership and HR § Work with internal teams to drive inclusion, recognition, and morale-building interventions § Advise on absenteeism patterns and wellness referrals where needed 6. HR ADMINISTRATION, SYSTEMS AND REPORTING § Maintain and secure HR files in line with POPIA and internal protocols § Prepare HR reports, dashboards, and analytics to share with the Head of iPeople and leadership § Manage accurate trackers for IR, absenteeism, performance reviews, PIPs, and career movement § Coordinate payroll-relevant inputs like new hires, exits, movements, and warnings 7. STRATEGIC BUSINESS SUPPORT AND CAMPAIGN INTEGRATION § Understand and support the culture, KPIs, and delivery expectations of all BPO campaigns § Diligently align HR initiatives with campaign outcomes § Serve as the HR lead for new campaigns, transitions, or people-impacting shifts § Alert business leaders to people trends, pain points, or emerging risks § Collaborate with L&D, QA, and operational owners to support campaign health from a people perspective

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