SUMMARY:
We''re looking for a high-impact HR Partner to join a customer contact solution company. This strategic role is designed for an HR professional who thrives in performance-led environments and can bridge talent capability with business results.

POSITION INFO:

KEY RESPONSIBILITIES
(Structured along the employee journey)

1.      Talent Acquisition and Onboarding

§  Oversee the end-to-end onboarding experience including background checks, employment contracts, tools of trade provisioning and systems access

§  Ensure full compliance and a smooth start for all new hires across internal teams and client campaigns

§  Collaborate with recruitment and compliance teams to ensure efficient onboarding delivery

§  Strengthen culture integration from day one

§  Industrial Relations and Policy Governance IR Case Management

§  First-line support on IR matters including absenteeism, underperformance, misconduct, and grievances

§  Draft hearing documentation, facilitate processes, and support formal outcomes

§  Ensure policy-aligned responses and prepare accurate paper trails for internal and CCMA use

§  Maintain and track IR matters with monthly reporting to highlight trends, risks, and hotspots

2.      Policy Development and Governance

§  Draft, review, and manage HR and employment policies aligned to BPO operations and labour law

§  Train leaders on consistent application and advise on gaps or adaptations needed

§  Strengthen policy adherence and provide oversight during audits or escalations

3.      Performance Management (Core Focus)

§  Design and roll out campaign-specific performance standards that reflect operational realities, leadership inputs, and evolving scorecard priorities

§  Collaborate with leadership to develop competitive and targeted KPIs based on: business goals, client expectations, operational challenges, and trends observed through IR, retention, QA, and performance outcomes

§  Develop and implement a clear Performance Management Policy that is applied consistently across units

§  Train Supervisors and Managers on performance management best practices, including review cycles, calibration, and real-time coaching

§  Proactively track people performance and alert leadership on both red flags and high-performer opportunities

§  Design and support Performance Improvement Plans (PIPs) for underperformers with structure, guidance, and coaching integration

§  Partner with QA, Operations, and L&D to link people outcomes with campaign health

§  Provide monthly reporting that highlights: top and bottom performers, role-specific insights, gaps in measurement, and links to attrition, engagement, and recognition

4.      TALENT GROWTH, RETENTION AND SUCCESSION

§  Collaborate with managers to identify, map, and develop succession candidates for critical roles

§  Track Individual Development Plans (IDPs) and ensure follow-through

§  Recommend or design developmental experiences, mentorship pairings, and stretch assignments

§  Identify high-performing staff for fast-tracking or leadership exposure

§  Track and respond to attrition trends and exit reasons

§  Contribute to campaigns and initiatives that enhance retention, recognition, and employee investment

5.      EMPLOYEE ENGAGEMENT, WELLNESS AND CULTURE

§  Support the design and delivery of culture and wellness activities including mental health, inclusion, care days, and values activations

§  Conduct pulse surveys, engagement check-ins, and exit interviews

§  Provide insights on engagement levels to leadership and HR

§  Work with internal teams to drive inclusion, recognition, and morale-building interventions

§  Advise on absenteeism patterns and wellness referrals where needed

6.      HR ADMINISTRATION, SYSTEMS AND REPORTING

§  Maintain and secure HR files in line with POPIA and internal protocols

§  Prepare HR reports, dashboards, and analytics to share with the Head of iPeople and leadership

§  Manage accurate trackers for IR, absenteeism, performance reviews, PIPs, and career movement

§  Coordinate payroll-relevant inputs like new hires, exits, movements, and warnings

7.      STRATEGIC BUSINESS SUPPORT AND CAMPAIGN INTEGRATION

§  Understand and support the culture, KPIs, and delivery expectations of all BPO campaigns

§  Diligently align HR initiatives with campaign outcomes

§  Serve as the HR lead for new campaigns, transitions, or people-impacting shifts

§  Alert business leaders to people trends, pain points, or emerging risks

§  Collaborate with L&D, QA, and operational owners to support campaign health from a people perspective

QUALIFICATION AND EXPERIENCE

§  Demonstrated experience managing performance frameworks, PIPs, and employee development

§  3–5 years of experience as an HR Generalist or Business Partner in a BPO or contact centre environment

§  Degree or Diploma in HR Management, Industrial Psychology, or similar

§  Strong knowledge of South African labour law, BCEA, CCMA processes, and HR policy frameworks

§  Skilled in MS Excel and HRIS systems for tracking, reporting, and analytics

KNOWLEDGE AND SKILLS

§  Payroll

§  Advanced excel

§  Labour law

§  S197 and S189

§  B-BBEE transformation

§  ESG reporting

§  WSP

§  Business report writing

§  Business acumen 

KEY RESPONSIBILITIES
(Structured along the employee journey)

1.      Talent Acquisition and Onboarding

§  Oversee the end-to-end onboarding experience including background checks, employment contracts, tools of trade provisioning and systems access

§  Ensure full compliance and a smooth start for all new hires across internal teams and client campaigns

§  Collaborate with recruitment and compliance teams to ensure efficient onboarding delivery

§  Strengthen culture integration from day one

§  Industrial Relations and Policy Governance IR Case Management

§  First-line support on IR matters including absenteeism, underperformance, misconduct, and grievances

§  Draft hearing documentation, facilitate processes, and support formal outcomes

§  Ensure policy-aligned responses and prepare accurate paper trails for internal and CCMA use

§  Maintain and track IR matters with monthly reporting to highlight trends, risks, and hotspots

2.      Policy Development and Governance

§  Draft, review, and manage HR and employment policies aligned to BPO operations and labour law

§  Train leaders on consistent application and advise on gaps or adaptations needed

§  Strengthen policy adherence and provide oversight during audits or escalations

3.      Performance Management (Core Focus)

§  Design and roll out campaign-specific performance standards that reflect operational realities, leadership inputs, and evolving scorecard priorities

§  Collaborate with leadership to develop competitive and targeted KPIs based on: business goals, client expectations, operational challenges, and trends observed through IR, retention, QA, and performance outcomes

§  Develop and implement a clear Performance Management Policy that is applied consistently across units

§  Train Supervisors and Managers on performance management best practices, including review cycles, calibration, and real-time coaching

§  Proactively track people performance and alert leadership on both red flags and high-performer opportunities

§  Design and support Performance Improvement Plans (PIPs) for underperformers with structure, guidance, and coaching integration

§  Partner with QA, Operations, and L&D to link people outcomes with campaign health

§  Provide monthly reporting that highlights: top and bottom performers, role-specific insights, gaps in measurement, and links to attrition, engagement, and recognition

4.      TALENT GROWTH, RETENTION AND SUCCESSION

§  Collaborate with managers to identify, map, and develop succession candidates for critical roles

§  Track Individual Development Plans (IDPs) and ensure follow-through

§  Recommend or design developmental experiences, mentorship pairings, and stretch assignments

§  Identify high-performing staff for fast-tracking or leadership exposure

§  Track and respond to attrition trends and exit reasons

§  Contribute to campaigns and initiatives that enhance retention, recognition, and employee investment

5.      EMPLOYEE ENGAGEMENT, WELLNESS AND CULTURE

§  Support the design and delivery of culture and wellness activities including mental health, inclusion, care days, and values activations

§  Conduct pulse surveys, engagement check-ins, and exit interviews

§  Provide insights on engagement levels to leadership and HR

§  Work with internal teams to drive inclusion, recognition, and morale-building interventions

§  Advise on absenteeism patterns and wellness referrals where needed

6.      HR ADMINISTRATION, SYSTEMS AND REPORTING

§  Maintain and secure HR files in line with POPIA and internal protocols

§  Prepare HR reports, dashboards, and analytics to share with the Head of iPeople and leadership

§  Manage accurate trackers for IR, absenteeism, performance reviews, PIPs, and career movement

§  Coordinate payroll-relevant inputs like new hires, exits, movements, and warnings

7.      STRATEGIC BUSINESS SUPPORT AND CAMPAIGN INTEGRATION

§  Understand and support the culture, KPIs, and delivery expectations of all BPO campaigns

§  Diligently align HR initiatives with campaign outcomes

§  Serve as the HR lead for new campaigns, transitions, or people-impacting shifts

§  Alert business leaders to people trends, pain points, or emerging risks

§  Collaborate with L&D, QA, and operational owners to support campaign health from a people perspective