Human Resources Manager 19 views1 application

Our client in Financial Services is seeking a Human Resources Manager.

Requirements
  • Maintains the work structure by updating job requirements and job descriptions for all positions.
  • Maintains organisation staff by establishing a recruiting, testing, and interviewing program; counselling managers on candidate selection; conducting and analysing exit interviews; recommending changes.
  • Prepares employees for assignments by establishing and conducting orientation and training programmes.
  • Maintains a pay plan by conducting periodic pay surveys; scheduling and conducting job evaluations; preparing pay budgets; monitoring and scheduling individual pay actions; recommending, planning, and implementing pay structure revisions.
  • Ensures planning, monitoring, and appraisal of employee work results by training managers to coach and discipline employees; scheduling management conferences with employees; hearing and resolving employee grievances; counselling employees and supervisors.
  • Maintains employee benefits programs and informs employees of benefits by studying and assessing benefit needs and trends; recommending benefit programs to management; directing the processing of benefit claims; obtaining and evaluating benefit contract bids; awarding benefit contracts; designing and conducting educational programs on benefit programs.
  • Ensures legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records; representing the organisation at hearings.
  • Maintains management guidelines by preparing, updating, and recommending human resource policies and procedures.
  • Maintains historical human resource records by designing a filing and retrieval system; keeping past and current records.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
  • Completes human resource operational requirements by scheduling and assigning employees; following up on work results.
  • Maintains human resource staff by recruiting, selecting, orienting, and training employees.
  • Maintains human resource staff job results by counselling and disciplining employees; planning, monitoring, and appraising job results.
  • Contributes to team effort by accomplishing related results as needed.
Responsibilities:
  • People Management
  • Performance Management:
  • To ensure that the team members clearly understand and therefore meet (at minimum) or exceed Partner’s requirements / expectations.
  • To foster a high-performance sales culture within the department.
  • To identify and manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets as reflected in the Consultants’ Individual Performance Contract.
  • To identify and report on any significant performances issues and implement a plan to resolve to maintain the team / contact Centre efficiency.
  • To performance-manage Consultants, initially offering coaching, mentoring and development, thereafter work performance counselling.
  • To develop and build relationships with the Consultants, Manager and other Team Leader(s) in a manner that is conducive to a high performance, sales culture.
  • To ensure that the team has the operational infrastructure (e.g. technical equipment, software, stationery, furniture) and human resources required to operate efficiently.
  • To prepare Consultants for an ever-changing environment within the contact centre and ensure complacency and a sense of entitlement does not set in
  • To manage resource capacity and recruit Consultants as required to address campaign demand
  • To schedule work rosters and shift allocations and be available during shifts to supervise these
  • To draw Agent performance data (sales, sales quality, productivity, etc.), capture into commission sheets for calculation of monthly commissions, and submit to payroll.
  • To hold hourly/daily/ weekly / monthly meetings with individual Consultants and the team to discuss performance and document these sessions.
  • Overall, to strike a balance between prioritising the business requirements and the team’s morale
  • Customer Service Management
  • To liaise with Director to ensure that deliverables are being met according to the SLAs and to ensure that communication is maximized.
  • To assist Consultants with escalated client queries to ensure these are resolved effectively.
  • To conduct problem solving, retrieval of calls, dispute-handling and provide feedback.
  • Process Management
  • To apply business rules and processes as defined in operational protocols.
  • To develop a staff roster and schedule for structured breaks, lunches and late shifts
  • To report issues with facilities (e.g. equipment, desks, chairs) and technology (desktop, network, telephony and business applications) to support environments, follow-up to ensure resolution, and record down times.
  • To extract hourly, daily and monthly reports for internal operational measurements, such as individual call statistics, log on/off times and active times.
  • Conduct trend and exception analysis of hourly, daily, weekly and monthly performance data.
Knowledge & Experience:
  • Workforce Management (and associated applications)
  • Campaign Management applications
  • Telephonic applications, including dialers (power, progressive and/or predictive)
  • Technical systems and terminology of contact centres
  • Experience in selling funeral plans, personal accident plans and other life insurance products
  • Working knowledge of MS Windows, MS Office, and other Windows-based applications
  • Fluency in English and any other South African language
  • In-depth sales knowledge
  • Client services knowledge
  • Proven track record of consistent sales target delivery in a contact centre environment
  • Sound knowledge of People Management
  • Thorough understanding and experience in Industrial Relations practices including performance counselling,  discipline management and conducting hearings
  • Thorough knowledge and experience in coaching
  • Sound understanding of contact centre structures
Soft Skills:
  • Relationship-building skills
  • Problem-solving and analytical skills
  • Customer focus
  • Coaching and Motivational skills
  • Leadership skills
  • Resource planning
  • Time management
Personal Attributes:
  • Team player and positive attitude
  • Disciplined in following defined protocol
  • Respect for others and seniors
  • Adaptable: fast learner and shows positive response to change
  • Customer-focused: needs to understand and respond effectively to customer needs and offer
  • polite and efficient service at all times.
  • Results-oriented: needs to know what is required and take appropriate action
  • Empathy: recognises Agent’s varying demographic background and respects their needs
  • Enthusiastic, persistent and integrity
  • Resilient: must be able to work under constant measurement and pressure.
  • ​Target-driven: comfortable working under a tightly measure and target-driven environment
Employment Criteria and Qualifications
Minimum: Relevant Degree or Diploma in Human Resources
Minimum 3 – 4 years experience as HR Manager

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Seven Recruitment and Consulting Solutions is a starting solutions provider in Recruitment and the wider Human Resources function based in Cape Town South Africa.

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Phone: South Africa:
+27 74 783 7537

Phone: United Kingdom:
+44 7497 377394

Address:
239 High Level Road,
G1 Normanhurst,
Sea Point
Cape Town 8005 South Africa