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  • Posted: Jun 21, 2017
    Deadline: Jun 23, 2017
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    Webhelp South Africa, Customer Experience Innovators We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers. Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
    Read more about this company

     

    HR Manager

    Job description

    We are looking to place a HR / People Services Manager on a Fixed Term Contract within our Human Resource Department in Claremont, Cape Town. This is a fantastic chance to take on a new and exciting challenge and take that next step to developing your career within the company.

    Reporting to the Head of People Services UK, SA & India, the Head of People Services will be responsible for delivering, embedding and aligning Webhelp South Africa to the Global People Services Model. This role will be pivotal in reviewing, redesigning and re-scoping the delivery plan and directing and motivating the team to deliver against the plan.

    Criteria to be considered as A People Service Manager:

    • Strong Industrial Relations experience
    • Proven people management experience, leading, managing, directing and motivating a team
    • Shared Services background or a strong understanding and experience of process management
    • Ability to influence, motivate and engage at all levels of the business through clear and articulate communication
    • Flexible approach with an ability to change direction and reprioritise at short notice
    • Demonstrable experience of HR systems and processes.
    • Knowledge or experience of contact centres is desirable
    • Experience within a shared service centre is desireable.

    Main responsibilities as a People Service Manager will include:

    • Take primary responsibility for the implementation and embedding of People Services in South Africa.
    • Develop a clear vision, strategy and delivery plan that will fully implement the People Services systems, processes, tools and methodologies, e.g. HRSS tool, Cascade, Case Management tool etc.
    • Proactively drive, focus and develop the People Services Team capability to meet planned business needs
    • Engage with senior business leaders, specifically operations, ensuring that service delivery is understood, robust, consistent and in line with expectations
    • Ensure the People Services Team are clearly aligned to the business, their key stakeholders and are fully engaged with the business drivers.
    • Develop and agree People Service Team SLAs and KPIs, monitoring service levels, quality standards and customer satisfaction against defined targets

    Method of Application

    If you feel that you have the necessary attributes, skills and experience required to fulfil this role, please email your application to Aeysha Coetzee at [email protected] by Friday 23 June 2017.

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