HR Officer

Callforce Direct; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A human resources service provider based in Cape Town is seeking an HR Officer to oversee HR processes and maintain client relationships. The ideal candidate will manage employee grievances, ensure compliance with labour laws, and support performance management initiatives. A Bachelor’s degree in HR and 1-3 years of experience in a BPO environment are required. This role offers opportunities for process improvement and client satisfaction.

Qualifications

• 1-3 years of experience in HR operation within a BPO or shared services environment.
• Proven experience in client servicing/account management.
• Strong understanding of labour laws and compliance.

Responsibilities

• Oversee HR process delivery and maintain client relationships.
• Manage and resolve employee grievances and disputes.
• Ensure compliance with all relevant labour laws and internal policies.
• Support performance appraisal processes and manage payroll documentation.

Skills

Employee grievance management

Client servicing

Performance management

HR policy development

Education

Bachelor’s degree in Human Resources

Tools

HRIS (Human Resource Information System)

Sage

Job description

We are seeking a dynamic and detail-oriented HR officer. The ideal candidate will be responsible for overseeing HR process delivery, maintaining client relationships, ensuring service level agreements (SLAs) are met, and identifying opportunities for process improvements and client satisfaction.

Employee Relations and Industrial Relations

• Manage and resolve employee grievances, disputes, and conflicts in an effective manner.
• Provide advice and support to management and employees on er & IR Related issues.
• Assist in developing and implementing employee relations and disciplinary policies in line with labour laws and company guidelines.
• Conduct investigations into employee misconduct and recommend appropriate actions.

Compliance

• Ensure compliance is met with all relevant labour laws, regulations, and internal policies.
• Prepare and maintain documentation related to ER issues, grievances, disciplinary actions, and investigations.
• Support Group Head of HR with EE submissions and relevant compliance documents

HR Administration and Data Management

• Maintain accurate and up-to-date employee records in the HRIS (Human Resource Information System).
• Generate HR reports and in-depth analysis of attrition and replacement techniques to support business operations in fulfilment of roles

Policy Development and Implementation

• Assist in the development and review of HR policies and procedures to ensure they align with legal requirements and best practices.
• Communicate policies and procedures to employees and managers, providing guidance and clarification as / when

Performance Management

• Support the performance appraisal process, including assisting managers and employees with documentation and performance discussions.
• Help track performance reviews and support the development of performance improvement plans where necessary.

Account Management

• Serve as the primary point of contact for client accounts, building strong, trusted relationships.
• Understand client needs and translate them into actionable HR service delivery.
• Monitor performance metrics and deliver monthly / quarterly business reviews (QBRs).
• Resolve client issues promptly, ensuring high client satisfaction.
• Collaborate with cross-functional teams to support client goals and operational success.

Payroll

• Ensure all payroll import sheets are submitted for processing by the specified date.
• Ensure that all the required documents regarding new employees, promotions, changes in banking details, terminations, deductions and all relevant payroll documents are included for processing. (Internal and external)
• Assist with any payslip queries or requests for UIF and confirmation of employment
• Inform payroll of any termination and ensure that UIF documents are submitted
• Manage Sage

Recruitment & Talent Acquisition

• Ensure a positive candidate experience throughout the hiring process.
• Ensure a smooth onboarding experience for new employees
• Monitor recruitment metrics and provide regular reports on hiring performance.
• Ensure recruitment practices comply with labour laws and company policies.
• Work closely with hiring managers to understand staffing needs and develop appropriate recruitment strategies.

Qualifications and Requirements

• Bachelor’s degree in Human Resources or higher certification
• 1-3 years of experience in an HR operation within a BPO or shared services environment.
• Proven experience in client servicing / account management.