HR Operations & Talent Acquisition Lead

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  

 

 

We are looking for an experienced HR Operations & Talent Acquisition Lead to provide operational leadership, guidance and oversight across our Human Resources and Talent Acquisition functions.

This is a senior people-operations role suited to an experienced HR professional who is ready to broaden their leadership scope and take ownership across both employee operations and talent operations.

The successful candidate will provide guidance to HR and Talent Acquisition team members, support complex employee relations matters, strengthen HR processes and ensure recruitment activity is aligned with business requirements and operational priorities.

This role is particularly suited to an experienced HR Generalist, HR Advisor, Senior HR Specialist, HR Team Lead or People Operations professional with strong Employee Relations experience and a solid understanding of Talent Acquisition.

 

We are looking for someone who understands both sides of the people function and can confidently lead, support and oversee the operation, interpret recruitment and HR metrics, challenge where necessary, and partner effectively with HR, Talent Acquisition and operational stakeholders.

 

Location: Cape Town, South AfricaDepartment: People & CultureEmployment Type: Full-time

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

HR Operations & Employee Relations

• Provide senior operational support across the full employee lifecycle.
• Provide guidance on Employee Relations matters, including disciplinary processes, grievances, incapacity, performance management and investigations.
• Ensure employee matters are managed consistently, fairly and in accordance with company policies and South African employment legislation.
• Support the preparation and management of CCMA-related matters where required.
• Review HR documentation and case management to ensure appropriate standards and processes are maintained.
• Provide practical HR guidance to managers and operational leaders.
• Identify recurring Employee Relations trends and recommend appropriate interventions.
• Support the implementation and continuous improvement of HR policies, procedures and processes.
• Maintain a high level of confidentiality and professionalism when handling sensitive employee matters.

Team Leadership & Operational Oversight

• Provide day-to-day operational guidance, support and direction to HR and Talent Acquisition team members.
• Support HR team members with priorities, workloads, complex cases and operational challenges.
• Coach and develop team members while promoting accountability and consistent standards.
• Act as an escalation point for complex HR and recruitment matters.
• Ensure HR and Talent Acquisition activities are coordinated and aligned with business priorities.
• Support the HR Manager and People & Culture leadership with key operational priorities and initiatives.
• Deputise for relevant People & Culture leadership when required.
• Identify process gaps and implement practical improvements across the function.

Talent Acquisition

• Provide operational oversight of Talent Acquisition activities and recruitment delivery.
• Partner with the Talent Acquisition team to ensure vacancies are appropriately prioritised and delivered within agreed timelines.
• Monitor recruitment pipelines, hiring activity, productivity and recruitment performance.
• Support workforce planning and recruitment forecasting.
• Provide guidance on recruitment processes, candidate experience and stakeholder management.
• Support high-volume recruitment initiatives where required.
• Partner with hiring managers and operational leaders to understand workforce requirements and hiring priorities.
• Review recruitment data and identify trends, risks and opportunities.
• Ensure recruitment processes are consistent, efficient and aligned with business requirements.
• Support the continuous improvement of recruitment processes, systems and candidate experience.

Reporting, Compliance & People Operations

• Monitor HR and Talent Acquisition metrics and provide meaningful insight into trends and performance.
• Prepare and present HR and recruitment reports as required.
• Ensure HR systems and recruitment platforms are maintained accurately and efficiently.
• Support HR and Talent Acquisition audits, governance and compliance requirements.
• Identify opportunities to improve operational efficiency, processes and employee experience.
• Support People & Culture projects, initiatives and business priorities as required.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

Essential Qualifications & Experience

• 5+ years' experience in HR, People Operations or a related field.
• Previous experience within a BPO, contact centre or high-volume operational environment is strongly preferred.
• Proven experience providing HR leadership, coaching, supervision or operational oversight.
• Strong Employee Relations and Industrial Relations experience, including disciplinary processes, grievances, performance management, incapacity matters and investigations.
• Practical experience supporting CCMA-related matters.
• Strong working knowledge of South African labour legislation and HR best practice.
• Experience across the full employee lifecycle.
• Good understanding of Talent Acquisition, recruitment processes and high-volume hiring environments.
• Ability to understand and work with recruitment pipelines, hiring metrics and operational priorities.
• Strong stakeholder management, communication and problem-solving skills.
• Experience working with HRIS, ATS and Microsoft Office systems.
• Strong organisational, administrative, reporting and analytical skills.

Advantageous

• HR-related degree, diploma or relevant professional qualification.
• Previous experience as a Senior HR Generalist, HR Advisor, HR Business Partner, HR Team Lead, HR Operations Specialist or similar senior HR role.
• Experience supervising or coaching HR or Talent Acquisition professionals.
• Experience with workforce planning, recruitment analytics or people reporting.
• Experience with iCIMS or another enterprise ATS/HRIS.
• Experience working within a multi-site or international BPO environment.

The Person We’re Looking For

The ideal candidate is:

• Mature, commercially minded and solutions-focused, with the confidence to operate across HR Operations and Talent Acquisition.
• Confident providing practical HR guidance to employees, managers and operational leaders.
• Comfortable managing complex employee matters with professionalism, discretion and sound judgement.
• Able to oversee Talent Acquisition activity, understand recruitment metrics and provide direction without needing to be the hands-on recruiter for every vacancy.
• Comfortable using HR and recruitment data to identify trends, risks and opportunities.
• Decisive and confident providing direction, challenging where necessary and holding others accountable.
• Highly organised and process-driven, with the ability to manage competing priorities in a fast-paced environment.
• A strong communicator who builds effective relationships across HR, Talent Acquisition and operational teams.
• Comfortable working independently and taking ownership of processes, decisions and outcomes.
• Committed to continuous improvement and finding practical ways to strengthen people processes and the employee experience.
• Able to balance strategic thinking with hands-on operational delivery.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

 

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

 

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

 

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

 

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

 

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.