People Business Partner: Customer Services

We Go Places! How about you?
Immediate Superior: Snr HRBP: Support Functions
Location: Stellenbosch, Cape Town
Function: People
Sub Function: Business Partner: Support Functions
Type of Contract: Permanent
Reference Number: 122870
Closing Date: 21/10/2024

Purpose:

This role is accountable for the business partner relationship to the Customer Services business areas, collaborating closely to develop and implement HR strategies that support the organization's goals by driving the people agenda and delivering excellent quality People service. To enable and impact bottom line performance and growth through People.

Key Responsibilities:

Business Partnering:

• Drive HR service delivery, ensuring timely and effective resolution of employee queries, concerns, and challenges.
• Proactively identify HR-related challenges and opportunities within the organization, taking decisive action to address them.
• Implement initiatives to foster a diverse, inclusive, and high-performance culture.
• Contribute to the development and execution of HR strategies that support business goals.
• Commitment to delivering exceptional HR services and enhancing the employee experience.
• Analyze HR metrics and data to provide insights for strategic decision-making.
• Utilize HR analytics and data to assess trends, measure People agenda effectiveness, and drive data-driven decisions.
• Present data-driven recommendations to improve HR initiatives and support business outcomes.
• Drive the people agenda for overall business success and maximize shareholder value, Opco profitability, market share, and drive optimum cost efficiencies.
• Drive a high-performance culture with clear strategies to continuously improve the culture with regular Climate Surveys and robust action plans.

Organizational Development:

• Work with departmental heads to design fit-for-purpose org structures.
• Develop job profiles and arrange job evaluations as necessary.
• Facilitate rollout of functional & behavioral competencies in the area of responsibility.
• Assist departmental heads in interpreting climate survey results and developing action plans.

Performance Management:

• Coach managers and employees on the use of the performance management systems.
• Facilitate objective setting and calibration sessions with departmental plans.
• Prepare performance trend reports and coach managers on the execution of performance improvement initiatives.

Talent Management:

• Work with line managers to identify future talent needs and prompt the People & Organizational Development team.
• Support hiring managers to fill vacant positions by utilizing fit-for-purpose sourcing methods.
• Manage the recruitment process to ensure completion of recruitment activities within targeted timelines.
• Provide guidance to hiring managers on employment equity targets.
• Prepare regular talent analysis reports.

Employee Relations:

• Manage dispute and grievance procedures.
• Handle CCMA matters (conciliation, arbitrations, reviews, condonations, rescission, and mediation).
• Monitor labor legislation developments and proactively identify appropriate strategies to ensure compliance and minimize business risk.
• Build and maintain harmonious and excellent relationships in the business.

Education & Experience:

• Bachelor's degree in HR, Business, Psychology, or a related field; advanced degree preferred.
• 8+ years of significant experience in strategic HR business partnering with strong customer services (Call Centre) environment experience.
• Deep understanding and experience in learning, organizational development & design, change management, organizational effectiveness, talent management, diversity, well-being, and reward.
• Sound knowledge and understanding of employee relations (handling of grievances and corrective action processes).
• Sound knowledge of HR trends, best practices, and procedures as well as appropriate labor legislation, e.g., Basic Conditions of Employment Act, Labour Relations Act, Employment Equity Act, etc.
• Good business acumen and successful problem-solving experience leading to lasting employee relations solutions within a business.
• Facilitating/presentation skills.
• Commitment to delivering exceptional HR services and enhancing the employee experience.
• Ability to align HR initiatives with business goals and contribute to strategic planning.
• Advanced proficiency in HR analytics, data interpretation, and the ability to derive actionable insights from HR metrics.
• Strong relationship-building experience with key stakeholders across departments to understand their needs and challenges.
• Act as a trusted advisor, providing guidance on HR policies, procedures, and best practices.
• Strong computer literacy and technologically savvy in general office management systems e.g., MS Office, PowerPoint, Excel. Quick learner on HR-related systems and processes.
• Manage a very high-paced environment with excellent planning and organizing skills.
• Maintain a high level of confidentiality and professional demeanor.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd is committed to an organizational culture that recognizes, appreciates, and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply.