Job Function: Human Resources & Training Workplace Type: Head Office Division: TFG Human Resources Province: Western Cape Location: Cape Town North Suburb: Parow (Parow) Position Description: The Frontline HR Services Team Leader is responsible for the efficient and effective management of the engagement channels and the delivery of services through the HR Frontline Processing team, within the Fuse Shared Services. This includes rendering first liHR advice and support across the spectrum of the HR value chain, user support and the execution of HR transactional processes, both inbound and outbound while ensuring a great customer(employee or business) experience. This role will lead a HR Frontline processing team to deliver operational excellence and ensure efficient and effective service delivery according to defined Service Level Agreements in a high-volume HR service environment. The role will interact with internal and external customers (employee and business). Your responsibilities will be to: To ensure efficient team delivery and effective first-time call resolution across all HR functions including, among others, Employee Relations, Talent Acquisition, Capability, Development, Leadership, Performance and Transformation Lead, manage, coach and develop a team Manage operations, effective use of systems and performance of the team Identify, resolve and / or escalate appropriate customer (employee or business) issues to ensure fast and efficient resolution Continuous focus on identifying risk to delivery and timeous escalation of any deviation to the Service Manager Continuous focus on identifying and implementing opportunities for improvement within the required HR Shared Services quality assurance framework and practices To apply you need to have: HR / Business Related qualification 2-3 years customer service experience 2-3 years managerial experience in the retail industry / shared services / operations environments Demonstrated leadership ability Relevant systems familiarity and experience in a shared/customer services environment highly desirable Excellent interpersonal, verbal and written communication High service delivery and performance mindset Good understanding of HR administrative, consulting and transactional activities Keen judgement and decision-making skills Strong leadership skills with a focus on team motivation, coaching and knowledge sharing Ability to work a high volume, pressurised environment High attention to detail and accuracy High service orientation Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act. PLEASE NOTE: If you apply for this role and you are successful, as part of the People Shared Services team, you may be expected to provide a service to customers any time during the hours 07h00 to 19h00, Monday to Friday as well as over weekends and public holidays, depending on operational requirements. Shifts will be planned and communicated in advance and will be on a rotational basis.
