Teleperformance

Outsourced customer experience management services

IR Manager

HR Generalist & Employee RelationsPosted on Nov 5

Full-timeCape Town, South AfricaNo salary listedIn-person

About the Job

Requirements

Matric or equivalent is essential.
Three to five years of human-resources-related experience is required.
A postgraduate degree in Human Resources, Labour Law, or another related field is required.
Extensive knowledge of the Labour Relations Act, Basic Conditions of Employment Act, and related legislation is required.
Experience and knowledge in industrial relations, Commission for Conciliation, Mediation and Arbitration conciliation and arbitration, and disciplinary inquiries are required.

Responsibilities

Act in the company's best interests while maintaining fairness, reasonableness, and consistency.
Communicate internally about industrial-relations matters and guide senior organizational leaders.
Chair disciplinary and appeal hearings and grievance procedures.
Represent the company at the Commission for Conciliation, Mediation and Arbitration on labor matters and business-unit cases.
Administer in-house agreements relating to shift patterns, job grades, and similar matters.
Design employee-relations programs.
Implement policies and procedures.
Serve as the business unit's subject-matter expert on labor-law requirements, including the Labour Relations Act and Basic Conditions of Employment Act.
Oversee capturing employee-relations case data in the human-resources information system and ensure records and reporting data remain current and accurate.
Oversee analysis and reporting on employee-relations processes, including disciplinary hearings, outcomes, case progress, and investigations into conditions of employment.
Liaise and correspond with the Commission for Conciliation, Mediation and Arbitration about case logistics.
Collaborate with Learning and Development and other departments on communications, training, awareness campaigns, and other industrial- and employee-relations training needs.
Identify and provide insights into employee-relations barriers, risks, and opportunities that may affect the business.
Lead and facilitate implementation of employee-relations programs, processes, and tools across the business unit.
Lead implementation of employee-relations practices aligned with business-unit requirements.
Mediate conflicts escalated because of differences between management and employees.
Coordinate logistics for disciplinary and grievance cases.
Educate line managers and employees about employee-relations policies and procedures to support understanding and compliance with new legislation.
Monitor disciplinary and grievance matters in the business unit and ensure due process and management representation during disciplinary and dispute-resolution processes.
Prepare case evidence and disciplinary processes for the Commission for Conciliation, Mediation and Arbitration.
Track and report employee-relations cases in the human-resources management system.
Attend and participate in the Employee Forum and provide feedback about business practices.
Ensure processes are implemented effectively and efficiently and that required time frames for managing employee-relations issues are met.
Communicate organizational change plans relating to policies and processes.
Proactively engage with the business and operational teams about changes taking place.
Provide management with feedback on employee sentiment regarding employee-relations governance and case management.

Overview

The IR Manager is responsible for developing and executing IR initiatives that enables an environment of high engagement and fostering of good working relationships between management, the company and employees. The IR Manager is responsible for all IR/ER related tasks, partnering with Specialists, the HR manager and the Head of HR & Recruitment to build strategies that will ensure a sound IR environment within the business unit

Qualifications

Matric Essential/Equivalent – Essential
3 – 5 years HR Related Experience
Post Graduate Degree in HR, Labour Law and/or any other related field
Extensive knowledge of the LRA, BCEA and other related legislation
Experience and knowledge in IR, CCMA (Conciliation & Arbitration Level), and Disciplinary Enquiries etc.

Responsibilities

Act in the best interest of the company within the ambit of fairness reasonableness and overall consistency
Internal communication relating to IR matters and guidance to Senior leaders within the organization
Chairing of disciplinary hearings, appeal hearings and grievance procedures
Represent the company at the CCMA on any labour matters
Administration of in-house agreements relating to shift patterns, job grades etc.
Ability to work independently
Employee Relations Program Design
Implement Policies and Procedures
Be the Subject Matter Expert at a unit level with regards Labour Law legislative requirements (including Labour Relations Act/ Basic Conditions of Employment)
Oversee the capturing of case and ER related data in the HR Information system for record and reporting purposes, ensure the system is always up-to-date and accurate
Oversee the analysis and reporting on ER processes such disciplinary hearings; outcomes; progress on ER cases; investigations around conditions of employment
Liaise and correspond with CCMA on logistics around cases
Collaborate with L&D and other departments to facilitate communication, training and awareness campaigns on IR/ER processes, and other IR/ER related training needs
Recognize and provide insights on IR/ER barriers, risks and opportunities that may impact the business
Lead and facilitate the implementation of IR/ER programs, processes and tools across the business unit
Lead the implementation of leading IR/ER practices aligned to BU requirements
Mediate any issues of conflict that may have been escalated due to differences between management and employees
Facilitate logistics around disciplinary and grievance cases
Educate line managers and all employees within the business regarding IR/ER Policies and procedures to ensure understanding and compliance with new legislation
Monitor disciplinary and grievances issues within the business unit and ensure due proves is followed and management representation during all disciplinary and dispute resolutions processes
Preparation of case evidence and preparation of disciplinary processes at the CCMA
Represent the company at the CCMA for all business unit related cases
Ensure effective tracking and reporting of all ER cases within the HR management system.
Attend and participate as part of the Employee Forum, to provide feedback around the business practices
Ensures effective and efficient implementation of the processes to keep the necessary time frames in how we manage ER Issues
Be a change agent and communicate on change plans with regards policies and processes within the organization
Proactively checks in with the Business and actively engages with operational teams on changes taking place
Provide feedback to Management with regards to feelings on the floor in relation to ER Governance and Case Management

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1978

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