Sunday, November 1, 2015
Manager - Human Resource
ISON BPO is a leading Business Process Outsourcing firm, with a strong focus in sub-saharan Africa, ISON BPO has now operations in 10 countries in Africa and India with 6000 employees within 3 years of ISON BPO’s establishment. Our approach to ‘delivery’ in BPO combines building and managing call and data center infrastructure and global manpower outsourcing and call center operations. We help clients with experience- centric solutions that empower them in enhancing business efficiencies, streamlining operations and reducing costs. Through our GLOCAL delivery model we ensure that we bring the right local skill sets and global experience together to serve our customers better. We truly are a multi- cultural organization, with employees from 10 nationalities in Africa, growing persistently with diversity. We have more than 99% local African employees with expertise and experience in leading edge business process outsourcing expertise and experience. We have extensive experience and insights from consulting, migrating and executing thousands of large and complex business functions and processes in a global delivery framework. JOB DESCRIPTION DATE: February.22,2014 PRIMARY TITLE: Managerial SECOND TITLE: Manager - Human Resource DIVISION/LOCATION: ISON BPO Technologies Private Limited DEPARTMENT: Human Resource REPORTS TO: GM – HR & ER Africa POSITION CLASSIFICATION SALARY GRADE: JOB CODE: 0 EXEMPT: 0 NON-EXEMPT: Primary Responsibility Human Resources Operations Training and Development Talent Acquisition Payroll and Welfare Management Employee Relations DUTIES & RESPONSIBILITIES Performance Parameters • Hiring TAT • Statutory compliance Adherence • Accurately and timely up dation of Employee database • Adherence to roll out schedules and policies and processes • Employee SAT Role Responsibilities A. Human Resources Operations 1. Ensuring maintenance of records of all people Joining, Leaving & Removing right up to their personal files. 2. Issuing of appointment letter after proper verification about Company and location – issuing of appointment letter is centralized 3. Expertise of offer and appointment letters, issuing of termination letter and dealing with absconding cases 4. Administration of all Leave Record 5. Administration of Performance Appraisal system and its timely implementation 6. Administration of Provident Fund (PF) (If applicable), Employee Satisfaction Index (ESI) and Professional Tax etc. across country 7. Dealing with any court case relating to PF, ESI, Professional Tax and employee matters across country 8. Ensuring accurate maintenance of attendance, timely preparation of salaries and proper disbursement 9. Administration of Employee Helpline B. Talent Acquisition 1. Establishes a recruiting strategy by analyzing job descriptions and management feedback, customizing processes as well as staying abreast of industry trends and local labor market conditions. 2. Recruits, interviews, screens, completes reference checks and makes hiring decisions in collaboration with local management at the Agent and Supervisor level. May consult with hiring manager regarding potential candidates and assists them in their final decision at the Agent/Supervisor level. Finalizes offers in accordance with employment and compensation policies. Processes appropriate paperwork.
3. Identifies creative sources for recruiting qualified candidates through a variety of continually expanding means to include database, internet, newspaper advertising, job fairs, professional organizations, community agencies, and colleges. Strategize with business unit to determine other possible sources 4. Works with hiring manager to customize and conduct Behavioral Based interviews 5. Acts as liaison between search firms and hiring managers C. Implement company HR policies and processes in the site. D. Drive the HR Objectives at the location level. E. Training and Development F. Payroll and Welfare Management G. Manage Employee Relations. H. Manage attrition within budgeted levels I. Supports corporate teams in terms of data, reporting and other day to day information J. And any other duties that may be assigned from time to time. Primary Internal Interactions Operations, Training, IT, Quality, Primary External Interactions Search Firms, Training Institutions, Government/Labour Institutions Minimum Qualification Graduate / Post Graduate with at least 6-7 years of relevant experience in medium size Domestic / International BPO of repute. Minimum Experience 8 years SKILLS: Client & Customer Focus • Solid work experience with Customer Service, Support or Sales (as relevant) • Proactively works with customers to establish rapport • Demonstrates knowledge and understanding of products and
services available to the customer Working with Others • Supports colleagues by helping on customer contacts within area of expertise • Is punctual at all times, recognising the importance of this to colleagues & the smooth running of the team • Passes on useful information to team Developing Others • Encourages and helps others to improve performance in line with business goals • Gives on the job coaching and developmental support Confidence & Communication • Communicates effectively & comfortably in writing and verbally with internal & external customers
Adapts communication style to the customer
• Presents a professional, friendly and caring image to the customer Performance Focus • Consistent in delivering customer standards and service levels despite repetition of task • Tracks results and achievements against plan • Maintains quality customer handling of calls despite difficult nature Leading Others • Excellent time management and organizational skills • Provides clear direction that others follow whilst being proactive, enthusiastic, motivated, and flexible • Takes action to make individuals and a team more effective. Solving Problems
Ability and aptitude to recognise potential problems, unfavourable trends, and areas of weakness before they materially impact the operations and/or create an unfavorable impression on the client • Evaluates alternative solutions to problems Change Focus • Responds positively to changing requirements or team changes • Accepts and adapts to the changing environment Influencing Others • Uses logic to persuade • Plans and tailors an influencing approach
Technical Application • PC literate, with a working knowledge of industry standard packages (e.g. Microsoft Word & Excel.) • Has a high level of company and product knowledge to ensure the customer is given full and correct information. • Keeps up to date with product developments, through self-study on internet etc. OTHER: HOURS: Must be flexible to meet the needs of the business, in addition to working before and after team shift. Send applications to michael.ngugi@brightermonday.co.ke and apply@brightermonday.co.ke
3. Identifies creative sources for recruiting qualified candidates through a variety of continually expanding means to include database, internet, newspaper advertising, job fairs, professional organizations, community agencies, and colleges. Strategize with business unit to determine other possible sources 4. Works with hiring manager to customize and conduct Behavioral Based interviews 5. Acts as liaison between search firms and hiring managers C. Implement company HR policies and processes in the site. D. Drive the HR Objectives at the location level. E. Training and Development F. Payroll and Welfare Management G. Manage Employee Relations. H. Manage attrition within budgeted levels I. Supports corporate teams in terms of data, reporting and other day to day information J. And any other duties that may be assigned from time to time. Primary Internal Interactions Operations, Training, IT, Quality, Primary External Interactions Search Firms, Training Institutions, Government/Labour Institutions Minimum Qualification Graduate / Post Graduate with at least 6-7 years of relevant experience in medium size Domestic / International BPO of repute. Minimum Experience 8 years SKILLS: Client & Customer Focus • Solid work experience with Customer Service, Support or Sales (as relevant) • Proactively works with customers to establish rapport • Demonstrates knowledge and understanding of products and
services available to the customer Working with Others • Supports colleagues by helping on customer contacts within area of expertise • Is punctual at all times, recognising the importance of this to colleagues & the smooth running of the team • Passes on useful information to team Developing Others • Encourages and helps others to improve performance in line with business goals • Gives on the job coaching and developmental support Confidence & Communication • Communicates effectively & comfortably in writing and verbally with internal & external customers
Adapts communication style to the customer
• Presents a professional, friendly and caring image to the customer Performance Focus • Consistent in delivering customer standards and service levels despite repetition of task • Tracks results and achievements against plan • Maintains quality customer handling of calls despite difficult nature Leading Others • Excellent time management and organizational skills • Provides clear direction that others follow whilst being proactive, enthusiastic, motivated, and flexible • Takes action to make individuals and a team more effective. Solving Problems
Ability and aptitude to recognise potential problems, unfavourable trends, and areas of weakness before they materially impact the operations and/or create an unfavorable impression on the client • Evaluates alternative solutions to problems Change Focus • Responds positively to changing requirements or team changes • Accepts and adapts to the changing environment Influencing Others • Uses logic to persuade • Plans and tailors an influencing approach
Technical Application • PC literate, with a working knowledge of industry standard packages (e.g. Microsoft Word & Excel.) • Has a high level of company and product knowledge to ensure the customer is given full and correct information. • Keeps up to date with product developments, through self-study on internet etc. OTHER: HOURS: Must be flexible to meet the needs of the business, in addition to working before and after team shift. Send applications to michael.ngugi@brightermonday.co.ke and apply@brightermonday.co.ke
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