Manager Outsourcing Randburg

Manager Outsourcing Randburg

The HR Operations Manager will oversee the efficient operation of the HR function within the contact centre (BPO). This role is responsible for ensuring compliance with employment regulations, driving employee engagement and satisfaction. The manager will work closely with other departments to ensure the contact centre operates smoothly from an HR perspective, while aligning HR strategy with business objectives.

HR Process Management

- Manage and oversee end-to-end HR operations including recruitment, onboarding, payroll, performance Management and offboarding processes.
- Ensure accurate and timely processing of employee records, payroll and other HR data.
- Ensure compliance with labour laws,





company policies and industry best practices.

Employee Relations and Engagement:

- Oversee conflict resolutions, employee relations issues and disciplinary actions.
- Foster a positive working environment ensuring high levels of employee engagement and retention.
- Develop and implement employee engagement initiatives to improve morale and productivity.
- Provide guidance and support on employee development, career progression and training opportunities.

Talent Acquisition and Workforce Planning:

- Collaborate with the recruitment team to attract, hire and retain top talent.
- Work closely with the department heads to forecast staffing needs.
- Ensure a smooth and efficient onboarding process for all new hires, supporting the in their integration.

Performance Management and Development:

- Oversee the performance appraisal process, ensuring managers are able to set clear goals for employees and provide constructive feedback.






- Identify training and learning needs and work with the Learning & Development team to address skills gaps and enhance employee performance.
- Monitor KPIs related to employee performance, turnover and engagement and make data-driven recommendations for improvement.

Risk Management and Compliance:

- Ensure HR policies are communicated and consistently applied.
- Conduct audits and reviews of HR processes to ensure compliance with legal and regulatory requirements (ISO).
- Handle escalated HR compliance issues and investigations in a timely manner.

Leadership and Team Development:

- Lead and mentor the HR team providing coaching and support.
- Collaborate with senior leadership to align HR initiatives with the overall business strategy.
- Promote a culture of continuous performance within the HR team and across the business.







COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

- Heads of Operations and Business Units
- Internal functional teams
- All stakeholders within the operation

External:

- Clients
- Consultants and Service Providers

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Educational Qualifications:

- Relevant degree

Years of Experience

- 8 years' experience in HR operations with at least 5 years management experience within the BPO industry.

Other requirements

- Strong knowledge of HR processes, labour laws, particularly in the contact centre environment.

Time Management

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Lead by Example

High level of integrity, discretion and confidentiality.

Customer Focus

Understand customer insights:







The ability to have a deep understanding of the customer's needs. and focusing one's efforts on delivering increased customer value.

Collaborate with the customer:

Engages the collective intelligence to achieve results across organisational boundaries

Get things done

Prioritisation & Orchestration (across business areas)

Displays the quality of insight – being able to visualize what should be done to achieve particular goals and create a successful future. Always keep in mind consequences of a choice for all the affected parties.

Lead and Manage People

People Management

Sets performance requirements and outcomes and sets clear performance goals.

Teamwork

Creates environment for team effectiveness,





where strengths are known and built upon and learning is shared to build capacity.

Build and lead a team

Deals effectively with others in difficult situations; uses appropriate inter-personal styles and methods to reduce tension or conflict between two or more people.

Communication and Influence

Empathic listening

The ability to accurately hear and understand the unspoken or partly expressed thoughts, feelings, and concerns of others. It measures increasing complexity and depth of understanding of others and may include cross-cultural sensitivity.

Build relationships and manage stakeholders

Identifies opportunities and acts to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals.







Forge and develop win-win partnerships

The ability to read a group's power relationships, identifying influencers, networks, and organisational dynamics.

Market Related Salary

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