HR Operations Team Lead: Call Centre at Tiger Brands

JOB DESCRIPTION

Within your functional work stream you are responsible for delivering cost efficient and effective HR services to employees and managers across the organisation meeting all
contracted Service Level Agreements (SLAs) and constantly applying a strong customer orientation attitude. Ensure that the HR Op erations Officers are following
standard operating procedures and document all activities in order to meet legalization requirements and to meet the desired eff iciency gains.

RESPONSIBILITIES

• Responsible for all transactional activities that lie within the responsibility of your functional workstream.
• Maintain and monitor SLAs between HRSS Centre and business areas
• Review and regularly develop / customise HR reports & metrics to suit business needs
• Participate in regular meetings, invite stakeholders to HRSS functional work stream events, encourage participation and feedback from business into SLA improvement
• Inform business teams regarding changes
• Manage operational relationship with 3 rd Party vendors
• Responsible for continually updating all stakeholders on process changes, system updates and all other relevant matters pertaining to HRSS area of responsibility
• Be the SME in the functional work stream processes using the desired HR system
• Deliver continuously improved HR administrative services
• Assess, coach and support HR Operations Officers to improve their effectiveness and deliver on their strategic Contact Centre goals
• Responsible for ensuring that User Acceptance Testing (UAT) for your functional workstream, is conducted in a timeous manner
• Build and maintain operational relationships across the HR value chain e.g. Payroll, IT,HRCs
• Drive continuous improvement in processes to deliver customer centric services that simpler and seamless
• Ensure governance is upheld and adhered to in relation to service delivery
• Assist in relevant internal and external audits

QUALIFICATIONS

• Business or HR related degree
• Professional HR certification / membership preferred
• 4-6 years post-qualification experience within HR / SSC
• 3-5 years experience in an Operations role within HR SSC looking after functional work stream transactions
• Experience with HR Information Systems (Oracle and SAP pref.)
• Experience in managing Service Level Agreements
• Experience in interacting with cross-functional and multi-regional teams
• Contact Centre experience is an advantage