ZAF HR Manager CPT

Overview

The Human Resource Manager is responsible for overseeing governance, audit, risk, and compliance processes to ensure operational integrity and adherence to internal and external standards. This role focuses on developing, implementing, and continuously improving policies, procedures, and security measures that promote a culture of compliance, consistency, and accountability across the site. The HR Manager will also manage a team of PSAs, oversee on-site physical security, and partner with key stakeholders to mitigate risks and uphold business continuity standards.

Qualifications

Qualifications & Experience Required

• Bachelor’s degree in Human Resources, Business Administration, or a related field (or equivalent work experience).

• Minimum of 3–5 years’ experience in HR, governance, compliance, or audit functions within a BPO/call center environment.

• Strong knowledge of governance frameworks, audit standards, and security protocols (e.g., GECSP, Access Control, Physical Security Policies).

• Proven experience in managing teams and handling performance, behavioral, and disciplinary matters.

• Proficiency in BMS management systems and reporting tools (e.g., Infraspeak).

• Strong communication, problem-solving, and analytical skills.

Responsibilities

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

Governance

• Attend and actively contribute to site Leadership meetings.

• Meet regularly (minimum monthly) with Operational Leads and the VP of Delivery.

• Ensure meeting minutes and action items are accurately documented and tracked.

• Oversee daily GECSP site audits and physical security checks.

• Create, develop, and improve processes that demonstrate compliance and governance across the business.

• Foster a culture of governance, operational best practice, and consistency through audits, communication, and regular reviews.

 

Audit Function

• Conduct quality and compliance audits, identifying potential issues and recommending corrective actions.

• Develop, implement, and monitor audit processes, ensuring adherence to internal and client standards.

• Manage the internal audit schedule and ensure timely execution and reporting.

• Oversee the closure of audit corrective actions and follow-up on recommendations.

• Build strong relationships with senior management to embed compliance principles and ensure operational buy-in.

• Analyze audit outcomes to identify trends and support continuous improvement.

Policy, Standards, and Communication

• Review and evaluate new GECSP, legislative, and regulatory requirements, making recommendations for compliance.

• Communicate new standards and policies across teams and ensure alignment with operational practices.

• Conduct daily clean desk audits and ensure results are uploaded onto BMS.

• Identify, report, and escalate compliance incidents or breaches and drive corrective or preventive actions.

 

Risk and Incident Management

• Support management in identifying and managing risks within business operations.

• Guide teams through incident escalation and management processes.

• Track and review progress on risk and incident remediation activities.

Business Continuity

• Collaborate with the UK BC Analyst to maintain Business Continuity Plans and Business Impact Assessments.

• Support annual business continuity exercises for the Cape Town site.

• Facilitate a minimum of three BC workshops per year for operational and support teams.

 

Team & Site Management

• Manage a team of PSAs, including performance, behavioral, and disciplinary oversight.

• Conduct daily audit walks and upload findings to Infraspeak.

• Oversee on-site security operations, including coordination with Phangela and incident reporting.

• Manage locker breaks, CCTV requests, theft investigations, and infrastructure checks.

• Audit leavers, transfers, and transitions to ensure proper access and compliance.

• Conduct regular one-on-one sessions with subordinates and maintain effective communication with stakeholders.

 

Emotional Intelligence

Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action

Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.

 

Entrepreneurship

Visionary leadership often requires taking initiative, managing risks, and driving innovation.

• Communication

  Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.

   

  Collaboration

  Effective interpersonal skills are essential for teamwork and building strong professional relationships.

   

  Open-Mindedness

  Being receptive to different perspectives helps in building meaningful relationships.

   

  Solution Orientation

  Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.

  Solution orientation is the mindset of focusing on solutions instead of just the problem.

  They work together because:

  •Problem-solving helps understand the issue.

  •Solution orientation keeps to things positive and action-focused instead of getting stuck on obstacles.

  Together, they ensure both analysis and action to fix problems efficiently

   

  Process Excellence

  Achievement-oriented individuals strive for efficiency and effectiveness in their work.

   

  Critical Thinking

  They analyze situations to overcome obstacles and achieve results