This is a generalist consulting role working closely with OPS to provide support and advice regarding all HC related issues and to drive and implement relevant people practices and initiatives.
A. Performance Management
Monitor performance stats and follow up with Ops on performance improvement plans for lower quartile on all levels.
Speed to productivity case studies for new hires
Evaluation and monitoring of training programmes
B. Business Partnering
Weekly meeting with stakeholders to understand business needs
Consultative IR assistance and advice
Revised MBR report including performance, attrition, absenteeism, headcount, exit interview feedback, HC calendar, projects overview etc.
Drive employee engagement
Analyse IR actions and develop action plan
Involvement in medical aid awareness
People plan per area
Capture attendance on DR for HC team
Capture structure changes from OM up on system
Daily system report for escalation
D. Sick Leave Management.
Monitoring excessive absenteeism and trends and implementing action plan
Check mismatch report, auditing leave types that require supporting documentation and following up with Ops.
1. Vision and Values
Communicate vision and values on a regular basis
Promoting behaviours aligned to values
Accessibility and visibility to employees and management
Effective communication and transparency - Inform employees of organisational activities.
2. Sense of Community
Coordinate social events and hold competitions showing ROI
Use and communicate humour in the workplace, e.g. emails, quirky workplace features
Participate in community events or projects
Touchpoints for employee well-being and to make each employee feel care.
3. Developing People
Identify skills gaps and discuss solutions with management
Ensure all employees have structured coaching/mentoring sessions
Encourage step up applications for top performing agents
4. Performance Culture
Recognition of good performance e.g. enhancing quarterly awards, daily recognition measures, etc.
Complete exit interviews
Identifying trends and affecting change accordingly
Level of Authority
The job holder works according to standard operating procedures
Any issues falling outside of standard operating practices and procedures are referred to the HCBP
Planning time frame is typically 1 week to 1 month.
HC Consultants typically support 200 people in OPS.
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.
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.
Initiative / Proactive attitude
Knowledge of the company disciplinary code and procedures
Excellent decision making skills
Experience, Knowledge and Qualifications
2-5 years’ experience in a Human Resources or Management role
6-12 months experience in a call centre environment
Strong MS Excel and PowerPoint skills
: Bachelor's degree
Required relevant work experience
: 5 years
English (Spoken: fluent | Written: fluent)
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
- the employer wants to see a CV that you have prepared yourself
- the official certificate for your highest education
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