HR Help Desk Lead - Employee Support & Payroll

Teleperformance; Cape Town; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Teleperformance in Cape Town seeks a mature, credible HR Help Desk Assistant Manager to join the Human Resources Operations team. You’ll own employee queries end-to-end, delivering accurate, timely support across HR, payroll and benefits while collaborating with cross-functional teams to enhance the employee experience.

The role requires independence, sensitivity handling of complex matters, and confident representation of HR across the business.

Qualifications

• Experience in HR, Payroll, HR Shared Services, Employee Relations, HR Help Desk or employee-facing operations.
• Solid understanding of HR operations and employee lifecycle processes.
• Working knowledge of payroll processes, leave administration, employee benefits and HR policies.
• Proven ability to investigate issues, analyse information and drive queries through to resolution.
• Experience managing employee escalations and sensitive enquiries.
• Strong verbal and written communication skills.
• Excellent stakeholder and relationship-management skills.
• Strong administrative discipline and attention to detail.
• Matric is essential; a tertiary qualification in HR, Business, or a related field is preferred.

Responsibilities

• Act as a trusted point of contact for employee HR and payroll-related enquiries from initial contact to resolution.
• Investigate issues, identify root causes and coordinate appropriate solutions.
• Manage escalations professionally, providing regular communication and follow-up to employees.
• Provide clear guidance on HR policies, benefits, leave, payroll processes and lifecycle matters.
• Maintain accurate records of interactions, actions and outcomes; identify recurring themes to improve service delivery.
• Support employees with queries relating to salaries, incentives, overtime, deductions, leave balances and benefits.
• Collaborate with Payroll, HR, WFM and Operations to investigate and resolve payroll concerns.
• Educate employees on payroll and HR processes; contribute to root-cause analysis and corrective actions.
• Foster employee experience by building relationships and promoting a service-driven culture.
• Engage with stakeholders across the organisation and support client visits, audits and reviews.
• Identify opportunities to improve HR help desk processes and reduce repeat queries.

Skills

HR operations

Employee lifecycle

Payroll processes

HR policies

Issue investigation

Escalation management

Communication

Stakeholder management

Attention to detail

Education

Matric

HR/Business degree

Job description

Teleperformance in Cape Town seeks a mature, credible HR Help Desk Assistant Manager to join the Human Resources Operations team. You’ll own employee queries end-to-end, delivering accurate, timely support across HR, payroll and benefits while collaborating with cross-functional teams to enhance the employee experience.

The role requires independence, sensitivity handling of complex matters, and confident representation of HR across the business.