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  • Posted: Jun 19, 2020
    Deadline: Jul 3, 2020
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    MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business ("DStv"), which has been in operation since 1995. Other businesses in the group are; M-Net (delivers thematic channels and exclusive content to DSt...
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    Human Resources Business Partner

    Purpose of the Position:

    • To serve as a strategic advisor or consultant to assigned business unit(s) in order to proactively develop HR solutions for business needs. Collaborate with the business unit executives, HR Centres of Expertise, and HR Shared Services to help implement HR policies and programs.

    Key Performance Objectives

    Tasks

    Strategic Consulting

    •  Implement HR processes as defined by the Centers of Excellence (e.g., performance management, annual compensation, training initiatives, etc.)
    •  Work with the business unit, Centers of Excellence, and HR Shared Services to help implement HR policies and programs.
    •  Assess the current state of the business unit, proactively identify issues, and collaborate with other HR Offices to develop programs and solutions.
    •  Identify opportunities to support the business’ talent agenda and make recommendations to develop appropriate solutions.
    •  Understand the business unit’s operating environment and apply awareness of the business unit’s operational goals and objectives when implementing HR programs and addressing escalated HR issues.
    •  Manages BU-specific HR and talent projects; keeps leaders apprised of progress, risks, etc.
    •  Proactively identify, analyze, and assess any BU strategies/initiatives, etc. that may pose a risk to the organization and influence the plans needed to address the risks.
    •  Support delivery of diversity and inclusion HR programs or initiatives.

    Stakeholder Management

    • Establish good working relationships and collaborative arrangements with different Business Unit Line of business in order to help achieve the goals of the organization.
    • Communicate with stakeholders to keep them informed of the work of the Human Resources function and to identify changes in the Business Units.
    • Develop and maintain effective working relationships with business unit managers and employees and work closely with them to implement solutions to meet their current and future business needs
    • Serve as employee advocate when involved in the design and/or implementation of HR programs

    Operational Delivery

    • Facilitate effective succession planning process and ongoing development conversations, partnering with executives to identify and proactively develop the next generation of leaders.
    • Coach and advise line managers on organizational effectiveness and general HR issues, and provide basic Employee Relations guidance prior to escalating cases to appropriate parties.
    • Monitor the performance management cycle throughout the year, promote manager and employee participation in performance management activities, and engage them to meet performance management deadlines and schedules.
    • Resolve HR operations issues/problems for business unit and liaise with Centers of Excellence / HR Shared Services for information as necessary.
    • Liaison between the business and Learning experts to identify talent business needs (learning, etc.)
    • Act as an employee champion and change agent, delivering effective talent management solutions that maximizes employee engagement.

    Qualifications

    • A Degree in Human Resources, Industrial Psychology or equivalent

    Experience / Skills

    • A minimum of 5 – 8 of HR generalist experience
    • Knowledge and application of BCEA, Employment Equity, Labour Relations Act and Skills Development Act
    • Recruitment process knowledge, understanding and experience
    • Effective Communication (Written and Verbal)
    • Solid HR administration experience
    • Multiple stakeholder project facilitation
    • Implementation of relevant Centers of Excellence’ solutions to address key business challenges
    • Broad and comprehensive understanding of Human Resources concepts and principles
    • Knowledge and experience of the business and its intricacies

    Behavioural Competencies 

    • Relationship Building
    • Conflict Resolution
    • Decision Making
    • Critical Appraisal
    • Holistic Thinking
    • Persuading & Influence
    • Coaching
    • Strategic Thinking

    Technical Competencies 

    • Organisational Development and Design
    • Talent Management and Succession Planning
    • Regulatory Governance and Compliance (Labour; Employee Relations and Transformation)
    • Organisational Culture Enhancement
    • Business Partnering/Consulting
    • Recruitment
    • Business Acumen

    go to method of application »

    Senior Manager: Customer Effectiveness

    Purpose of the Position:
    To lead a functional team for MAH customer care based at the corporate office in South Africa. Drive the implementation of the CARE strategy in line with the CX and CARE Technology strategies and ensure alignment with the Multichoice Africa Group Strategy.
    To own specific CARE KPI and ensure their effective delivery, management and improvement to meet the business needs.


    Key Performance Objectives
    Tasks
    Operational Delivery

    • Maintain and improve operations by monitoring CARE performance: identifying and resolving problems, preparing and completing action plans, completing system audits and analysis, managing system and process improvement and quality assurance programs.
    • Ensuring production, productivity, quality, and customer-service standards, contributing information and analysis to organizational strategic plans and reviews.
    • Cultivate idea-generation through continuous engagement with Corporate, Regional and Country stakeholders.
    • Monitor the performance of personnel, identified training needs and working aids related to everyday duties.


    Strategy Formulation and Execution

    • Set the strategy for the team,
    • Manage the team and drive the implementation of the Business strategy and CARE strategy, aligned with the Multichoice Africa Group Strategy.
    • Ensure the various channels are aligned and are used strategically in the right manner and all talk to the same metrics or objectives.
    • Implement quality and governance processes to ensure that business and process analysis complies to design thinking and that the needs of both customers and the business are clearly articulated with recommendations for cost effective and improved solutions
    • Manage budgets and forecasts for the function.


    Aligning CARE and Strategic objectives.

    • Mapping of Key Customer Related processes for MAH CARE.
    • New CARE initiatives.
    • Continuous improvement and optimisation of Key Customer related processes.
    • Deliver functional strategy documents and plans which the GE and CCO and EXCO sign off
    • Drive decision making that delivers medium and long term goals.
    • Develop and implement the strategic plan and ensure tight alignment with country and regional goals.


    People Management

    • Manage team members to ensure effective delivery of business unit objectives.
    • Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
    • Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
    • Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
    • Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
    • When required, initiate disciplinary processes for team members calling on support from HR when required.
    • Resolve grievances raised by team members and escalate only if required.
    • Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with.


    Operational coordination

    • Implement action plans on pain points and provide insights into root cause, develop and drive initiatives to deliver improvement.
    • Quarterly strategy review with regions.
    • Align to CARE Technology innovation and improvement initiatives
    • Align to CX innovation & continuous improvement initiatives to address the top 10 customer interactions (Voice, Digital, Face to Face) across markets.
    • Align to Optimisation improvement initiatives for CARE
    • Define projects and initiatives to fuse customer centricity and the voice of the customer into existing processes and the creation of new processes.
    • Drive quantitative and qualitative benefits analysis and ROI.


    Reporting and Prioritisation

    • SOP - "The Multichoice Way of Work."
    • POC business case and frameworks.
    • Implement CARE continuous improvement programs within MAH guidelines.
    • Maintain strong relationships and collaborate with other internal stakeholders, to include, Sales, IT, CVM, Marketing, Ops and other personnel.
    • Where required, compile weekly, monthly and quarterly reports for all levels of the business such as countries (ops reviews), internal stakeholders and Exco.


    Qualifications
    Essential

    • B Degree or equivalent qualification in an applicable field is required.

    Preferred

    • Project management qualification preferred
    • Customer experience qualification beneficial.


    Experience

    • 5+ years related to Innovation, Product Management, Customer Experience fields (ideation to execution.)
    • 5+ years’ experience in a call centre, quality assurance or work force management environment.
    • 3-5 years of Managerial experience as well as business processes.
    • 5+ years leading team (people, process and technology) management.
    • Minimum of 5 years’ experience in a complex customer experience environment.
    • Extensive experience with working with African markets would be an advantage.
    • Excellent Understanding and proven track record of use of Project management principles. Experience in optimizing CARE channels.
    • MCA Product / Service knowledge an advantage.
    • Excellent Understanding and proven track record of use of Project management principles.
    • Customer Experience knowledge and skills will be an advantage.


    Technical Competencies (List the key technical competencies)

    • Financial Management/Budgeting
    • Business writing skills
    • Strong Coordination Skill
    • Analytical Thinking
    • Business and Financial Management Portfolio reporting
    • Project management
    • Operations/ Customer CARE Management
    • Report writing - audience Snr Management & Exco


    Behavioural Competencies (List behavioural competencies)

    • Relationship Building
    • Conflict Resolution
    • Decision Making
    • Critical Appraisal
    • Persuading & Influence
    • Coaching
    • Accountability Teamwork
    • Delegation
    • Prioritization
    • Cross-cultural communication

    Method of Application

    Use the link(s) below to apply on company website.

     

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