Senior HR Manager

Job Description - Senior HR Manager (0419Y)

Senior HR Manager

Senior HR / People and Culture Manager – Cape Town, South Africa

TTEC, the customer experience organization that powers the world's greatest brands, is hiring a Senior People and Culture Manager in Cape Town, South Africa ideally with a background in HR in local BPO Operations. You will join the mission of transforming customer experience and bringing humanity to business.

Our Human Capital Team brings significant value and contribution to our company by always looking for innovative ideas and providing solutions as it pertains to people management agenda thus positively impacting business results.

What you’ll be doing:

1. You will lead the HC related functions in South Africa and Cape Town and act as main point of the contact for the employees and managers operating at specified accounts and sites, proactively supporting the delivery of HR processes.
2. Serve as business partners leading change management projects, actively supporting discussions and transfer of best practices from various functions of the organization.
3. Proactively identify human capital solutions that will enhance bottom line results and improve employee related gross margin.
4. Understand all key business initiatives and goals for each supported business unit. Have significant experience in South African employment legislation.
5. Actively identify gaps, propose and implement changes necessary to cover risks.
6. Deliver company driven human capital solutions to challenges affecting the success of the business.
7. Develop a "Trusted Advisor" relationship with key leaders at multiple levels within each supported business unit.
8. Effectively partner with and leverage corporate support teams.
9. Act as the performance improvement driver and provoke positive changes in the people management.
10. Design and maintain organization vitality charts as the performance of the business unit improves.
11. Challenge the organizational structure of the internal client and propose changes.
12. Monitor and report on progress toward each goal and project.
13. Act as the ultimate point of contact for all escalated (difficult) HC issues.
14. Participate as a member of task forces in corporate-wide human capital and other people initiatives requiring a human capital perspective.

What skills you’ll need:

1. Recent experience in a similar role ideally within a BPO Contact Center.
2. Bachelor’s Degree.
3. 5+ years experience as a business partner or HR Manager providing operations support.
4. Working knowledge of various office software applications, online communication tools and database technology.
5. Ability to influence others by example, coaching, and mentoring.
6. Strong organizational development, project management and change management skills.
7. Strong e-mail and oral communication skills.
8. High level of integrity and judgment.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work.