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- Manage and coordinate the activities against agreed delivery SLAs
- Ensure the team response and resolve ER queries and cases in a timely manner, fairly, consistently, commercially, and pragmatically
- Ensure the team utilise the case management tool effectively, and robust audit processes are in place, to help shape the business direction and achieve outcomes based on trends/correlation
- Ensure the team delivers a high-quality service to include analysis of service delivery, call listening, SLAs and feedback from customers
- Liaise with and maintain effective relationships with key stakeholders across the business
- Balancing legislation obligations alongside Operational requirements, generating insight and best practice.
- Manage escalated ER issues where required, providing an objective view and challenging the business where necessary, including Speak Ups, ETs and compliance with legislation
- Produce and review ER data and other business MI to identify trends and work with stakeholders on appropriate solutions
- Support the implementation of the ER operating model, including process, governance, and behaviours
- Contribute to the shaping of the new ways of working to ensure the success of ER in South Africa
- Be project lead on ER initiatives, supporting and coordinating to achieve results
- Ensure best practice requirements and commercial imperatives are balanced so that ER risk is minimised
- Improve the customer experience through enhanced, efficient and consistent ER Processes
- Work with key stakeholders to shape HR policies and processes in line with legislation, best practice and business need
- Represent the Employer at the CCMA, Department of Labour and Labour Court
Employee Relations Business Partner - Cape Town, South Africa - Capita
Description
Description
:Location:
Cape Town,
South AfricaTime Type:
Full timeContract Type:
Permanent