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HR Generalist Partner
MnT People SolutionsJohannesburg, Gauteng, South Africa13 days ago
Job descriptionDraft, 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 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 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 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 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 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 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 Payroll Advanced excel Labour law S197 and S189 B-BBEE transformation ESG reporting Business report writing Business acumen 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 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 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 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 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 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 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
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
3. Performance Management (Core Focus)
4. TALENT GROWTH, RETENTION AND SUCCESSION
5. EMPLOYEE ENGAGEMENT, WELLNESS AND CULTURE
6. HR ADMINISTRATION, SYSTEMS AND REPORTING
7. STRATEGIC BUSINESS SUPPORT AND CAMPAIGN INTEGRATION
QUALIFICATION AND EXPERIENCE
KNOWLEDGE AND SKILLS
KEY RESPONSIBILITIES
Structured along the employee journey)
1. Talent Acquisition and Onboarding
2. Policy Development and Governance
3. Performance Management (Core Focus)
4. TALENT GROWTH, RETENTION AND SUCCESSION
5. EMPLOYEE ENGAGEMENT, WELLNESS AND CULTURE
6. HR ADMINISTRATION, SYSTEMS AND REPORTING
7. STRATEGIC BUSINESS SUPPORT AND CAMPAIGN INTEGRATION
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Hr Generalist • Johannesburg, Gauteng, South Africa
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