BAT South Africa Recruits Team Lead : HR Shared Services (Customer Services)
BAT South Africa Recruits Team Lead : HR Shared Services (Customer Services)
Job number 4363BR
Job title Team Lead : HR Shared Services (Customer Services)
Location/City Stellenbosch
Appointment type Permanent
Job purpose and key deliverables
To assist with the efficient running of the Area Shared Services Department by taking supervisory responsibility for the daily operational activity within the Customer Services Team that is responsible for Teir 1 support for Southern Africa Area. Also responsible for ensuring that the Customer Services Team provide quality and timely feedback to employees, in line with the HR4U SLA. Additional responsibilities will include dealing with more complex queries eg. Tax, and ensuring the successful management of workflow, HR4U call logging system, including monitoring, reporting and customer satisfaction results.
Key Deliverables
Business/Operational Results:
As the technical expert within the team, assist in trouble shooting, decision making and the identification and communication of potential issues/risks and transferring knowledge to the team members.
Co-ordinate Customer Services Team to ensure that all queries are resolved within agreed timelines, thereby ensuring high quality to our customers.
Provide support on Electronic Filing & Record Management according to the agreed system and prescribed procedure.
Performing and managing user acceptance testing of system changes (ESS) impacted, enhancements and support packages as well as updating of test packs with the changes in system.
Managing projects within Area HR Shared services in order to support the Regional HR Shared Services Strategy.
Ensure that spreadsheets submitted by COE requiring update (for example Medical Aid dependancy review, Travel Allowance update) are managed, follow-ups are done, finalised and feedback submitted within required deadline dates.
Ensure that all COE communications (for example Salary Review letters, IRP5’s and Annual Fund Statements) are distributed timeously and within required deadline dates.
Governance of data in SAP to ensure timeous, correct and complete data.
Ensure that information / data submitted to Regional Processing Team for processing is submitted in line with the relevant Approvals Framework.
Management Results:
Resolve and manage team conflict with sensitivity, tact and fairness to build positive work environment.
Assist and support the training and development of Customer Services Team members to meet the expected skills required to perform at role level.
Innovation Results:
Work with team to propose and implement process improvements that will improve the overall efficiency and effectiveness of the Area Customer Services Team.
Relationship Results:
Develop good working relationships with peers within processing team and other key stakeholders in order to facilitate knowledge sharing.
Establish and maintain a good working relationship with key stakeholders.
Essential requirements
Grade 12 certificate.
Relevant 3 year qualification in Human resources or Business Administration.
Advanced knowledge of a salary/wages, tax, HR Administration environment.
Advanced working experience in the Human Resources field managing a team.
3-5 years working experience in Human Resources Environment and Payroll.
1 year experience SAP HR system/Module
Computer literacy in MS Office (advanced level of knowledge and usage), MS PowerPoint to be able to prepare presentations for management level.
Extract reports and analyse reports data accuracy and correctness.
Call centre experience an advantage.
Computer literacy in MS Office (advanced level of knowledge and usage), MS PowerPoint to be able to prepare presentations for management level.
Extract reports and analyse reports data accuracy and correctness.
Desirable requirements
Optimising/developing processes for most effective utilisation of systems and processes.
Excellent analytical and problem solving skills
Attention to detail.
Effective communication and Presentation skills
Working at BAT British American Tobacco (www.bat.com) is a market leading, global organisation with a long, established history and a bright and dynamic future. Thanks to our people we have continued to deliver growth and exceed expectations in an increasingly complex and challenging marketplace.
Our aim is to become the leading tobacco company in each of our markets by providing excellent products with confidence and responsibility expected of global consumer brands.
If you have the talent and motivation to help us succeed you’ll find we are equally committed to helping you reach your full potential too.
Employment Equity Statement
All applicants with South African citizenship will be considered, with the understanding that preference will be given to the designated groups in accordance with the Company’s Employment Equity Policy and – Plan.
Internal candidates who meet the criteria will be considered as first priority.
Attention will also be focused on people with disabilities
Feedback will not be provided to individuals who have not been invited to interview. Appointment approval details
Employing company British American Tobacco South Africa
Removal Date 13-Jun-2014
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