Head: HRBP CX - Umhlanga at Ignition Group

Description

• As the of Head of HRBP’s, you will play a critical role in aligning human resources strategies with business objectives. You will lead a team of HR Business Partners who are responsible for delivering HR solutions and support to various departments within Ignition CX.

This role requires a strategic mindset, strong leadership skills, and the ability to foster a positive and inclusive work environment.

The detail
Strategic HR Leadership:

•  Develop and implement HR strategies that align with the overall people strategy & business objectives of Ignition CX
•  Collaborate with senior management to understand business goals and provide strategic HR guidance.
•  Drive initiatives related to employee engagement, performance management, and talent development.

Team Leadership:

•  Lead and mentor a team of HR Business Partners to ensure effective HR support across the organization.
•  Provide guidance on HR best practices, policies, and procedures.
•  Foster a collaborative and high-performance culture within the HRBP team.
•  Develop and implement comprehensive upskilling programs for HRBPs, team leaders, and CX managers, emphasizing strategic HR practices.
•  Identify training needs, both individual and team-wide, to enhance skill sets that align with evolving business requirements.

On the floor presence:

•  Actively engage with the teams on the floor to understand the dynamics, identify HR challenges, and proactively address employee concerns.
•  Collaborate with HRBPs to create a visible and approachable HR presence, promoting an open-door policy.

Employee Engagement and Retention:

•  Implement initiatives to enhance employee engagement in collaboration with the head of Employee Experience.
•  Analyse employee feedback and develop action plans to address concerns and improve overall workplace morale.
•  Implement retention strategies to reduce turnover and increase overall employee tenure.

Performance Management:

•  Oversee the performance management process, ensuring fair and consistent evaluations.
•  Work with managers to develop performance improvement plans and succession planning strategies.

Learning and Development:

•  Collaborate with the L&D team to identify training needs and implement programs to enhance employee skills and competencies.
•  Collaborate with the L&D team to support career development initiatives to help employees grow within the organization
•  Develop and implement comprehensive upskilling programs for HRBPs, team leaders, and CX managers, emphasizing strategic HR practices.
•  Identify training needs, both individual and team-wide, to enhance skill sets that align with evolving business requirements.

Employee Relations:

•  Collaborate with ER Specialist to attend to complex employee relations issues, conducting investigations and providing guidance on conflict resolution.
•  Ensure compliance with labour laws and company policies.
•  Mediate and resolve complex employee relations issues, working closely with HRBPs & ER Specialist to ensure a fair and positive work environment.

HR Metrics and Reporting:

•  Develop and analyse HR metrics to assess the effectiveness of HR programs and identify areas for improvement.
•  Provide regular reports to senior management on HR-related key performance indicators.
•  Drive ENPS and Esat targets set for both the HRBP team and other areas in the business 

Continuous Improvement:

•  Continuously evaluate and enhance HRBP processes and practices for increased efficiency and effectiveness.
•  Implement feedback mechanisms to measure the impact of HR interventions.

Active HRBP for Professional Staff:

•  Serve as the dedicated HR Business Partner for all professional staff, particularly those in support departments.
•  Perform all typical HRBP duties for professionals not situated on the floor, ensuring a high level of service and support for this critical segment of the business. 
•  Build strong relationships with professionals across various departments, understanding their unique needs and challenges.

Requirements: 

•  Bachelor’s degree in human resources 
•  Non – Negotiable - Proven experience in HR leadership roles, with specific experience in Contact Centre / BPO or customer service environments. 
•  In-depth knowledge of HR best practices, employment laws, and industry trends.

Skills:

•  Strong leadership, communication, and interpersonal skills.
•  Ability to think strategically and translate business goals into HR initiatives.
•  Demonstrated experience in talent management, employee engagement, and organizational development