Human Resource Manager at WNS Global Services

Job description

Main Purpose :

• To ensure the seamless delivery of HR functions and initiatives and provide a ‘Trusted Advisor’ business partner relationship to managers enabling them to:
• Make sound decisions that are aligned with sound HR practices
• Ensure that the right culture, people and capabilities are in place to foster a positive working environment and meet business objectives.
• Deliver success against KPI targets and plans, through effective management of people. Create a positive learning environment that empowers and develops Associates by being a role model who participates in achieving the wider contact centre goals, with an objective towards generation and retention of employees.

Key Responsibilities:

• Manage and motivate people, optimize their outputs and effectively manage relationships in order to achieve company goals (People Management). Provide an effective management interface with all parts of the business that contribute to the customer experience in line with the external Client SLA. (Internal and External Customer Focus)
• Foster a positive culture within the team that generates improvements/ solutions.
• Identify and feedback to the Senior Group Manager – HR, the issues and problems which bar the path to performance success, with recommendations for solutions where appropriate.
• Share best practice with the Senior Group Manager – HR and colleagues in order that improvements are constantly made to the benefit of the Recruitment department.
• Conduct regular team meetings and performance reviews to ensure continual development of skills and achievement of high scoring.
• Coach and develop the team in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance.
• Identify opportunities to develop the skills, knowledge and behaviour of each team member, through direct observation, KPI performance management, performance reviews.
• Agree on a Personal Development Plan with each team member and manage against this plan.
• Review and document the overall performance of each team member at least monthly.
• Lead team members within HR guidelines following correct procedures for absences and investigations to poor performance.
• Ensure that the team is focused on delivering quality recruitment which exceeds business requirements.
• HR Operational Plans & Projects
• Providing input to the overall People Plan and/ or Support
• Implementing operational action plans to meet business needs of assigned campaigns.
• Implementing various HR project plans and initiatives to achieve agreed objections.
• Employee Engagement
• Induction and On - Boarding
• •Partnering with Operations to :
• Enable and drive reward and recognition
• Facilitate implementation of E- surveys, communicate results and drive completion of action plans
• Ensuring that all employees quires are managed and resolved in a proactive and timely manner to ensure a climate of high performed and positive manner.
• Retention Management
• Partnering with Operations to :
• •Reduce attrition by actively reaching out to new employees and engaging through various touch points (regular skip meetings , one - on -one meetings, team meeting etc) to ensure quick resolutions of issues
• Facilitate probation reviews during probation periods
• Identify & address barriers to retention
• Facilitate effective redeployment of employees
• Performance and Discipline Management
• Partnering with Operations to effectively
• Facilitate the resolution of internal conflicts.
• Manage and resolve misconduct, poor performance, incapacity and incompatibility cases
• Resolve grievances
• Manage and reduce absenteeism
• CCMA case management and representing the company at the CCMA
• Chairing Disciplinary Enquires for other Campaigns exit interviews and post - exit follow - ups and reporting on trends
• Talent Management
• Partnering with Operations to ensure that:
• Providing feedback and coaching to ensure that all managers have the skills and competencies to manage and lead their people effectively
• Partnership Management
• Keeping Operations and your Centre of Excellence informed of anything that may impact them
• Attending all meetings and training as per client and Company requirements to keep up - to - date all relevant client and Company information
• Administration, analysis & reporting
• Compiling discussion records, minutes and report
• Ensuring that organograms are kept up - to - date
• Facilitating efficient, timeous and accurate HR and payroll administration and ensuring that all payroll quires are quickly resolved
• Complying , analysing , driving and maintaining HR analytics in order to track process implementation, as well as optimise decision - making

Behavioural Traits

• High degree of patience and assertiveness with excellent rapport-building skills
• Positively contribute and lead in team activities
• Takes pride in work, checking own for quality
• Have a “positive attitude and the ability to motivate others
• Lead by example and high level of integrity
• Maintains effective time management
• Confidence and credibility
• Deadline driven
• Flexible, function under pressure and remain positive

Skills Required:

• Excellent Communication Skills
• Management of high performing teams.
• Ability to effectively communicate information and knowledge assertively
• Impact and influencing skills.
• Ability to prioritise deliverables and plan accordingly.
• Embraces change whilst remaining productive and positive
• Manage the negativity of others
• Leadership and conflict resolution skills
• Knowledge of disciplinary procedures and experience
• Sound Knowledge of SA labour Legislation
• Presentation skills
• Pay attention to detail and takes initiatives

Qualifications:

• Essential:Human Resource Management degree/diploma
• Preffered : A degree in Industrial Psychology

Experience:

• Proven experience in a Generalist role
• Experience and sound understanding of the best practices in the following categories is a minimum requirement:
• Induction
• Performance Management
• Change Management
• HR analytics
• Employee relations and IR issues
• Employee engagement and retention

Preferred :

Proven experience in a Generalist role in a contact centre within a BPO.