Hr Manager

Job Overview

Diaspora Insurance is seeking a highly motivated and experienced HR Manager to join our team.

The ideal candidate will have a strong background in Human Resources within the call center industry, with proven expertise in HR administration, performance management, employee relations, compliance, talent acquisition, and stakeholder engagement.

The successful candidate will be responsible for delivering HR services to support our call centers goals and objectives.

This position offers the opportunity to work in a dynamic, fast-paced environment and contribute to the growth and development of the organization.

Reporting to: Channels Director

Authority over: HR Admins in Midrand and UK

Key Roles and Responsibilities

1. HR Administration
   • Manage employee life cycle processes, from onboarding to offboarding, ensuring compliance with company policies and legal requirements.
   • Maintain and update employee records, ensuring that all documentation is accurate and stored securely.
   • Oversee payroll coordination and liaise with the payroll team to ensure timely and accurate processing of salaries, bonuses, and commissions.
   • Administer leave records (sick, annual, family responsibility) and monitor leave balances to ensure proper compliance with company policies.
   • Assist in the preparation of HR reports related to employee turnover, headcount, absenteeism, and other HR metrics.
   • Provide administrative support for HR initiatives such as wellness programs, employee benefits, and employee surveys.
2. Performance Management
   • Coordinate the performance appraisal process, ensuring that all employees receive timely and constructive feedback.
   • Assist in the development and implementation of performance improvement plans (PIPs) for employees who are underperforming.
   • Develop and track individual development plans (IDPs) for employees, ensuring alignment with both career goals and business needs.
   • Advise managers on how to implement performance management tools and techniques to maximize employee productivity and engagement.
   • Support the roll-out of key performance indicators (KPIs) and targets that are aligned with organizational goals.
   • Conduct post-performance review discussions and monitor employee progress towards performance goals.
3. Employee Relations
   • Serve as the first point of contact for employees regarding HR-related matters, providing support and guidance in a timely and confidential manner.
   • Assist in resolving conflicts between employees or between employees and management, facilitating resolution through mediation, counseling, and coaching.
   • Manage disciplinary processes, including investigations, hearings, and the implementation of disciplinary actions in line with company policies.
   • Promote a positive organizational culture by organizing employee engagement activities, team-building events, and recognition programs.
   • Create and distribute communication materials such as newsletters, updates on HR policies, and employee handbooks.
   • Monitor employee satisfaction and conduct surveys or focus groups to gain insights into employee morale and engagement.
4. Compliance
   • Ensure that all HR processes, policies, and practices comply with local and national labour laws, industry standards, and internal policies.
   • Conduct regular audits of HR records to ensure compliance with legal requirements and best practices.
   • Stay updated on changes to employment legislation, making recommendations for adjustments to company policies and procedures as necessary.
   • Prepare and submit reports to regulatory bodies (e.g., Department of Labor) on HR compliance matters.
   • Ensure that the company adheres to health and safety standards in the workplace, with a focus on creating a safe and productive environment for employees.
   • Oversee the administration of employee benefits, ensuring that the company complies with relevant laws, such as the Basic Conditions of Employment Act and the Employment Equity Act.
5. Talent Acquisition & Recruitment
   • Lead recruitment efforts for all open positions in the call center, including creating job descriptions, posting advertisements, and sourcing candidates.
   • Conduct initial screenings and interviews, shortlisting candidates who meet the company's standards and requirements.
   • Coordinate and participate in interviews with hiring managers, providing guidance on candidate selection.
   • Develop and maintain relationships with external recruitment agencies and job boards to facilitate talent sourcing.
   • Advise and support hiring managers in making final decisions on candidate selection, ensuring alignment with the company's culture and values.
   • Manage the employee onboarding process, including orientation, documentation, and ensuring that new hires are properly integrated into their roles.
   • Monitor and manage talent pipelines for critical positions, proactively sourcing candidates and building a network for future hiring needs.
6. Stakeholder Engagement
   • Collaborate closely with department heads and managers to understand staffing needs and provide HR solutions that support business objectives.
   • Develop and maintain strong working relationships with key stakeholders across the organization, including senior management and team leaders.
   • Ensure that HR initiatives and strategies are aligned with the company's mission, vision, and values.
   • Communicate HR policies and changes effectively to employees, ensuring understanding and adherence.
   • Provide regular HR updates to senior management, including reports on workforce trends, turnover rates, employee engagement, and other key HR metrics.
   • Organize and facilitate stakeholder meetings to discuss HR issues, such as workforce planning, training needs, and performance management.

Education & Qualifications

• Bachelor's degree in Human Resources Management, Industrial Psychology, or a related field (Honors degree is an advantage).

Experience Requirements

• Minimum of 5 years of HR experience, with at least 3 years in a call center environment.

Requirements

• Strong understanding of HR processes, performance management systems, and labor law, particularly in the call center industry.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint), HRIS systems, and general HR software.
• Demonstrated ability to manage multiple priorities in a fast-paced and deadline-driven environment.
• Excellent communication, problem-solving, and interpersonal skills.
• Solid knowledge of labor laws and HR best practices.
• Ability to work effectively with cross-functional teams and influence key stakeholders.

Skills and Competences

• A proactive, solutions-focused individual who can handle multiple tasks simultaneously.
• High level of confidentiality, professionalism, and integrity.
• Strong organizational and time-management skills.
• A team player with a positive, can-do attitude.
• Comfortable working in a dynamic, high-volume environment.
• A strong commitment to continuous learning and self-development.
• Prior HR management experience within an insurance company or financial institution is strongly preferred.
• Proven ability to work effectively in a multicultural and multiracial environment, demonstrating cultural sensitivity and a commitment to diversity and inclusion.

Key Performance Areas

• Manage employee life cycle processes and ensure accurate record-keeping.
• Oversee payroll coordination and assist with HR reporting.
• Coordinate performance appraisals and assist with performance improvement plans (PIPs).
• Develop and track individual development plans (IDPs) aligned with business needs.
• Address employee conflicts and manage disciplinary processes.
• Promote employee engagement through recognition programs and surveys.
• Ensure compliance with labor laws and internal policies.
• Oversee audits and submit required regulatory reports on HR matters.
• Lead recruitment efforts and manage candidate screening and interviews.
• Ensure smooth onboarding and manage talent pipelines for future hiring.
• Collaborate with department heads to address staffing needs and provide HR solutions.
• Maintain strong relationships with stakeholders and communicate HR strategies effectively.
• Demonstrate proactive problem-solving and high professionalism.
• Manage time effectively and commit to continuous learning and development.