Human Capital Business Partner at Crystal Recruit

Main Outputs and Responsibilities

1. Analyses trends and metrics and develops and implements solutions

• Actively identifies gaps, proposes and implement changes necessary to cover risks through analysing reports on sick leave, absenteeism and attrition
• Analysis of ratios per campaign and driving rightsizing in operations
• Manages complex and difficult HR Projects cross-functionally

2. Provides day to day performance management guidance including coaching / counselling / career development / disciplinary action

• To deploy performance development framework linked to reward Coach and educate all levels of the organization (including senior level) on Human Capital best practices
• Identifying areas of development and facilitating training workshops
• Driving employee engagement and performance management through 1-on-1’s

3. Building strong business relationships with internal clients

• Acts as a single point of the contact for the employees and managers in the business unit
• Proactively supports the delivery of Human Capital Processes at the client’s side
• Weekly meetings with stakeholders to conduct a needs analysis and provide feedback on HC actions
• Understands the client environment and the client resourcing requirements
• Analyses client feedback and processes and use this feedback to ensure service enhancements
• Engages with management team and pro-actively, responds to queries promptly and ensures that opportunities for improvements are actioned and measured
• Performs a support role for the business by ensuring collaboration and pro-active communication between departments
• Presentation of MBR and suggestions about change management
• To provide meaningful reporting to facilitate business decisions

4. Compliance

• Driving Employment Equity and ensuring adherence to policies
• To ensure compliance to legal, business and client requirements

5. Acts as performance improvement driver and provokes positive changes in people management

• Work closely with management and employees to improve work relationships, build morale and increase productivity and retention
• Resolve complex employee relations issues and address grievances
• Promotes performance management and calibration sessions
• Proposes changes for continuous improvement

6. Participates in the evaluation and monitoring of training programmes to ensure success

• Participation in the L&D training programmes (Step-Up, Elev8, Aspire, etc)
• Analysis of speed to productivity
• Designs succession plans for key talents and key job positions and looking at organisational skills and development

Size: Human Capital Business Partners generally have 1 HC Consultant working for them with a ratio of up to 200 agents in operations per HC Consultant.

Skills and Competencies

• People Management Skills; mentor and drive people development; ensure high levels of employee engagement
• Strong and adaptable communication skills with the ability to influence and motivate
• Active Listening skills
• Coaching Skills; ability to deliver constructive feedback
• Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources; good time management
• Good interpersonal skills
• Strong analytical abilities; ability to collate, manage and analyse data
• Adaptability / Flexibility
• Problem solving skills and adept at trouble shooting
• Resilient approach and the ability to manage under pressure
• Knowledge of legislative requirements
• Excellent decision-making skills

Experience, Knowledge and Qualifications

• Bachelor’s Degree in HR / Relevant course
• Higher Diploma in HR.
• Member of IHRM with Valid Practising Certificate.
• 5-7 years’ experience in a Human Resources or Management role
• Previous experience in a call centre advantageous
• Strong MS Excel and PowerPoint skills