HR Generalist Partner

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

§ 35 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