Human Resources Director

An exciting opportunity has arisen for an experienced HR Director to take ownership of the people strategy across a large-scale, high-volume contact centre operation in Durban .

This is a genuinely senior HR role, offering significant autonomy and the opportunity to shape the HR function while partnering closely with the Leadership Team and US-based group HR stakeholders.

The successful individual will be responsible for ensuring the people strategy supports operational performance, growth, employee engagement and commercial objectives.

The opportunity

You will lead the full HR agenda across an operation of approximately 2,500 employees , with particular focus on:

• Developing and implementing the HR strategy across the operation
• Acting as the senior HR partner to the Leadership and Operations teams
• Leading the development of HR policies, procedures and frameworks
• Taking ownership of a major HRIS implementation , including data readiness, process design, testing, change management and adoption
• Leading Employee Relations and Industrial Relations, including disciplinary, grievance, incapacity and performance matters
• Managing CCMA processes and employee representative relationships
• Supporting organisational change, restructuring and Section 189 processes
• Owning reward, benefits, job grading and remuneration frameworks
• Driving improvements in attrition, absence, engagement and leadership capability
• Providing meaningful HR MI and people analytics to support commercial decision-making
• Leading Employment Equity and people-related B-BBEE initiatives
• Building and developing a high-performing HR team
• Supporting client audits, due diligence and wider business growth initiatives

What we're looking for - You'll be an established senior HR professional with significant experience within a BPO, contact centre or other high-volume operational environment .

We're particularly interested in people who can demonstrate:

• Senior HR leadership experience supporting 2,000+ employees
• Strong knowledge of South African employment legislation
• Extensive Employee Relations / Industrial Relations experience
• Proven CCMA experience, including conciliation and arbitration
• Experience working with unions and employee representatives
• Experience with organisational change and Section 189 processes
• Experience developing Employment Equity plans and supporting B-BBEE requirements
• HRIS implementation or major HR technology transformation experience
• Strong reward, benefits, grading and remuneration experience
• Excellent HR analytics and reporting capability
• The commercial confidence to influence and challenge senior operational and executive stakeholders
• Experience working strategically while remaining close enough to the operation to understand the day-to-day realities of a high-volume workforce

A relevant tertiary qualification in HR, Industrial Psychology, Industrial Relations or a related discipline is expected. Postgraduate qualifications and SABPP registration would be advantageous.

Why this role?

This is more than a traditional HR leadership position.

You'll have the opportunity to shape the HR function, influence operational performance and play a significant role in the future growth of the Durban operation, with a defined pathway towards Leadership Team level.

If you're an experienced HR leader with a strong background in BPO/contact centres, ER/IR and large-scale workforce environments, I'd be keen to speak with you.

Please apply directly or message me for a confidential discussion - matt@cactussearch.co.uk

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