Exciting Job Vacancies at TFG (The Foschini Group)

Responsibilities:  

• The ability to support the store management team to provide outstanding leadership to the store team. 
• Ensures the team executes operational excellence through a customer centric mindset. 
• Generating high levels of motivation and commitment within the store. 
• Allocate time effectively; handle multiple tasks and completing priorities. 
• Provide input and manage merchandise and visual principles 
• Drive performance through the store KPI’s (e.g. turnover, rewards, new accounts, visuals. Etc). 

Qualifications: 

• A Matric certificate. 
• Minimum 3 years retail experience with a minimum of 1 year store leadership experience. 

Skills:  

• High flexibility and ability to adapt to different customers and situations. 
• A high sense of urgency with demonstrated ability to work independently. 
• High flexibility and ability to adapt to different customers. 
• An outstanding leadership, interpersonal and communication skills. 
• Ability to work a flexible schedule to meet the needs of the business. 
• Ensure customer satisfaction by executing our customer service strategy and fulfilling the demands of our customers 
• Strategic Sales Planning 
• Managing the Sales Process 
• Customer Value Management  

Competencies and behaviours for success:  

• Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 
• Effectively building formal and informal relationship networks inside and outside the organization. 
• Building strong customer relationships and delivering customer-centric solutions. 
• Making good and timely decisions that keep the organization moving forward. 
• Anticipating and adopting innovations in business-building digital and technology applications. 
• Creating a climate where people are motivated to do their best to help the organization achieve its objectives. 
• Making good and timely decisions that keep the organization moving forward. 
• Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. 
• Good verbal/ written communication skills and good organisational skills 
• Strong organizational and planning skills 
• The ability to multi-task in a fast-paced environment 
• The ability to work independently 
• The ability to take initiative 
• A high level of attention to detail 

go to method of application »

Key Responsibilities:

• Design, code, test and implement APIs and applications in
• C# with .NET Framework and .NET Core , vNext along with REACT and Next.JS.
• Work with architecture and engineering team members to build components and APIs for the enterprise

Qualifications and Experience:

• Have a relevant tertiary qualification
• Minimum of 5 - 8 years’ software engineering experience building APIs and applications
• Have proven experience developing APIs and web services (Web API, REST)
• Be technically skilled in .NET Framework, .NET Core, C#, Web API, REACT, Next.JS
• Have a good understanding of ASP.NET MVC, Angular, JavaScript, HTML, XML and XAML
• Experience with agile development methodologies and test driven development
• Exposure to SOA and microservices design and principles
• Exposure to Azure DevOps and CI/CD concepts
• Exposure to Apache Kafka and Red Hat OpenShift (or similar container technologies)

Skills: 

• IT Architecture 
• Database Administration 
• IT Support Troubleshooting 
• Quality Management and Assurance 
• System Design 
• Systems Integration 
• Service Management Processes 
• Cyber Security Compliance 
• Cyber Digital Forensics Analysis 
• Cyber Security Customer Support 
• Cyber Security Strategy Management 
• Cyber Security Monitoring and Reporting 
• Vulnerability and Penetration Testing 

Behaviours: 

• Effectively works with others to achieve shared goals 
• Creates an environment that fosters and nurtures a culture of creativity which drives success 
• Consistently makes timely, well-rounded and informed decisions 
• Leverages new technology to enhance productivity, improve problem solving, and support business growth 
• Develops plans and prioritises initiatives that align to the organisational goals and objectives 
• Understands and navigates dynamics created by processes, systems, and people 
• Assesses and improves the efficiency, effectiveness, and quality of various work processes 
• Quickly adapts and acquires new knowledge, skills, and competencies in a rapidly changing environment 
• Interprets and simplifies complex and contradictory information when resolving organisational problems 
• Takes accountability and ensures others are held to account on agreed upon performance targets 
• Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results 

go to method of application »

Key Responsibilities:

• Being an ambassador for VAS and offering amazing Customer experience. 
• Selling a diverse product range of Insurance, Connect and Media products directly to new and existing customers in-store, ensuring their needs are met with tailored solutions.
• Actively keeping track of sales performance against target. 
• Searching out opportunities for making new sales. 
• Handle objections and concerns from customers to prevent product cancellations, employing persuasive communication skills while upholding the highest standards of integrity and ethics in every interaction.
• Display steadfast integrity and ethical conduct in selling the VAS products and maintaining honesty, transparency, and professionalism in all customer interactions and sales processes.
• Effectively building relationship networks inside and outside the organization. 
• Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 
• Adhering to the National Credit Act (NCA) & Protection of Personal Information (POPI) guidelines to ensure fair and responsible lending practices.
• Available to work a flexible schedule to meet the business needs

Qualifications and Experience:

• A Grade 12 qualification 
• Proven track record and experience within a sales environment
• Working experience in the Insurance / Media industry (advantageous)

Skills: 

• Computer literate in MS Office.
• Good verbal/ written communication skills. 
• Excellent selling skills.
• The ability to work independently. 
• The ability to take initiative. 
• Attention to detail. 
• Ability to work under pressure.
• High positive energy levels.
• Ability to quickly grasp and apply new concepts, including those acquired through online courses.
• Exceptional customer service skills with the ability to build and maintain strong customer relationships.
• Proven track record of meeting and exceeding sales targets in a retail environment.
• Flexibility to adapt to a dynamic and fast-paced retail environment

Behaviours: 

• Adhering to Standards - Ensures quality and compliance in the delivery of their work.
• Continual Improvement - Actively seeks opportunities to continually improve processes.
• Decision Making - Analyses complex situations to ensure effective and timely choices.
• Driving & Persevering.
• Leading Others - Inspires and guides others to achieve collective goals.
• Meeting Customer Expectations - Consistently delivers exceptional customer service.
• Planning & Organising - Uses a structured approach to effectively manage tasks.
• Relating & Networking.

go to method of application »

Responsibilities:

• Marketing Strategy – input and delivery on the overall marketing strategy, provide & introduce newness, creativity & innovation into the marketing strategy. Ensure all communication outputs are on-brand. 
• Digital marketing Strategy– Have key understanding of digital marketing. Provide input into & rollout digital strategy. Liaise with key strategic partners in order to drive brand reach, profit & innovation. Create, co-ordinate & manage social media content plans & briefs to internal & external stakeholders
• Brand management – Timeous & effective rollout of all campaigns. Maintain the brand image across all channels. Manage relationship with all advertising agencies. Co-ordinate shoot product & briefs to relevant stakeholders. Identify, manage & drive brand exposure across all appropriate media channels
• Communication – facilitate communication with the relevant internal & external parties. Maintain brand image & identity during all marketing interfaces, including copywriting & brand message.
• Measurement – track effectiveness of all campaigns and optimise future campaigns based on learnings
• Creativity & innovation – show creativity & original thinking in order to grow the brand & seek to capitalize on new opportunities to maximize brand reach.
• Customer obsessed – Leverage consumer & performance insights to guide on strategy and brand outputs. Review all communication against Kpi’s & monitor competitor activity.
• Budgets – Manage all aspects of the brand budget cost effectively, re-project & highlight potential issues.
• Leadership & people management – Lead & guide team with clear direction by sharing and translating marketing objectives, co-ordinating and delegating tasks, goals & targets amongst relevant individuals. 

Qualifications and Experience:

• A relevant tertiary qualification
• Minimum 5 years’ relevant retail & brand experience is essential
• Have a key understanding and experience in digital marketing 
• Experience in social media as a communication channel

Skills:

• Computer literate
• Good with Excel / Word / PowerPoint
• Digitally savvy
• Project Management (activations, new store openings, launches, CSI, etc.)
• Good verbal communication skills
• Good organisational & planning skills
• Commercial awareness
• Able to work independently & show initiative
• Adaptability
• Good team working skills
• Great written communication skills
• Good numerical & analytical skills
• A passion for retail 
• The ability to multi-task in a fast-paced environment - work on multiple projects simultaneously. 
• The ability to work independently
• The ability to take initiative
• A high level of attention to detail

go to method of application »

Responsibilities:  

• Driving turnover to ensure the achievement of targets 
• Controlling expenses 
• Managing stock losses to ensure shrinkage is in line with the Company standard 
• People management, including recruitment, development of staff, employee relations, performance management 
• Executing in-store merchandising strategy and standards 
• Ensure customer satisfaction by executing our customer service strategy and fulfilling the demands of our customers 

Qualifications & Exprience: 

• A Matric certificate. 
• Minimum 3 years retail experience with a minimum of 1 year store leadership experience. 

Skills:

• Builds Customer Loyalty
• Customer Service Delivery
• Customer Value Management
• Customer-Focused Approach
• Effectively Presents Solutions
• Initiates Compelling Sales Conversations
• Knows the Buying Influences
• Leverages Digital Communications with Customers
• Manages Resistance
• Managing the Sales Process
• Navigates Customer Challenges
• Negotiation & Selling
• Planning & Organizing
• Policy & procedures
• Strategic Sales Planning
• Leadership

go to method of application »

Key Responsibilities: 

Creative Strategy  

• Drive the overall business & Creative Strategy in order to elevate our family brand & attract new customers.

Creative & Conceptual Management 

• Develop & manage the implementation of concepts & creative ouputs across all marketing channels (Windows, in-store, digital & social media) in order to enhance our customer journey, drive turnover & brand awareness. 

Brand identity

• Build & develop our family brand, through research, design, layout & typography to deliver brand value & brand love.

Creativity & innovation 

• Demonstrate creativity & original thinking. Focus on driving the brand aesthetic through aspirational campaign shoots & digital content. Keep abreast of creative, fashion & digital trends in the marketplace & strategically align to our creative s in order to elevate & grow our brand. 

Technical & Production management 

• Plan, brief & manage outputs of the team, freelancers & agencies. Plan & manage all shoots (pre & post production). Timeous execution of briefs within budget. 

Budgets 

• Manage all aspects of the creative & shoot budget effectively. Re-project & highlight potential issues.

Communication & Influencing 

• Maintain strong relationships internally & externally.                                             
• Liaises with other departments within marketing & the broader team to keep abreast of any activities impacting creative outputs/plans.     

Leadership & people management 

• Lead & guide team with clear direction by sharing & translating the overall creative objectives. Provides team with coaching, constructive developmental feedback & career development plans.

Qualifications and Experience: 

• A Design Diploma or Degree with min 5+ experience 

Skills:

• Adobe CS6 (Photoshop & Indesign)
• Clear understanding of printing processes, repro, photography, digital process & technology
• Have a key understanding of digital content creation & AI tools
• Digitally savvy
• Good verbal communication skills
• Good organisational & planning skills (able to work under pressure)
• Commercial awareness
• Able to work independently & take initiative
• Speed & Agility 
• Good team working skills
• Great written communication skills
• A passion for retail & the fashion environment
• The ability to multi-task in a fast-paced environment 
• A high level of attention to detail 
• Solution driven mindset 
• Live by our #Exactcares values (build trust, good intent, innovative, inclusive & make things happen)

go to method of application »

Responsibilities:  

• Driving turnover to ensure the achievement of targets 
• Controlling expenses 
• Managing stock losses to ensure shrinkage is in line with the Company standard 
• People management, including recruitment, development of staff, employee relations, performance management 
• Executing in-store merchandising strategy and standards 
• Ensure customer satisfaction by executing our customer service strategy and fulfilling the demands of our customers 

Qualifications & Exprience: 

• A Matric certificate. 
• Minimum 3 years retail experience with a minimum of 1 year store leadership experience. 

Skills:

• Builds Customer Loyalty
• Customer Service Delivery
• Customer Value Management
• Customer-Focused Approach
• Effectively Presents Solutions
• Initiates Compelling Sales Conversations
• Knows the Buying Influences
• Leverages Digital Communications with Customers
• Manages Resistance
• Managing the Sales Process
• Navigates Customer Challenges
• Negotiation & Selling
• Planning & Organizing
• Policy & procedures
• Strategic Sales Planning
• Leadership

go to method of application »

Responsibilities:  

• Driving turnover to ensure the achievement of targets 
• Controlling expenses 
• Managing stock losses to ensure shrinkage is in line with the Company standard 
• People management, including recruitment, development of staff, employee relations, performance management 
• Executing in-store merchandising strategy and standards 
• Ensure customer satisfaction by executing our customer service strategy and fulfilling the demands of our customers 

Qualifications & Exprience: 

• A Matric certificate. 
• Minimum 3 years retail experience with a minimum of 1 year store leadership experience. 

Skills:

• Builds Customer Loyalty
• Customer Service Delivery
• Customer Value Management
• Customer-Focused Approach
• Effectively Presents Solutions
• Initiates Compelling Sales Conversations
• Knows the Buying Influences
• Leverages Digital Communications with Customers
• Manages Resistance
• Managing the Sales Process
• Navigates Customer Challenges
• Negotiation & Selling
• Planning & Organizing
• Policy & procedures
• Strategic Sales Planning
• Leadership

go to method of application »

Key Responsibilities:

• Entrench, protect and promote TFG’s reputation and corporate brand ensuring these are strengthened throughout our corporate communication and stakeholder engagement strategies.
• Conceptualise, develop and implement a comprehensive and executable corporate reputation and media management strategy for the Group.
• Manage all media relations, external communications, public relations, and owned channels within social media.
• Develop and manage executive communications (CEO, HR Director, and Retail Directors) to the business and ensure that internal communications are efficient, effective and regularly measured for maximum impact.
• Support the Group’s brands and other functions on reputational issues and ensure their communications with stakeholders uphold the Group’s reputation and promote its corporate brand.
• Management of the Group’s social media platforms, specifically LinkedIn, ensuring ongoing content sharing and brand building.
• Develop and manage reputation reporting to the Supervisory Board’s Social and Ethics Committee twice a year to ensure accurate and transparent reporting of customer and reputational key performance indicators.
• Conceptualise, develop and implement a stakeholder engagement plan to manage expectations and proactively engage Group stakeholders (particularly non-financial) on relevant issues. 
• Advise executives on strategic engagement and building positive working relationships with specific stakeholder cohorts focussing mainly on suppliers, employees, government and regulators, environmental agencies as well as NGOs and other community organisations.

Key Performance Areas:

• Develop and execute a comprehensive corporate communications strategy and plan that protects and promotes TFG’s reputation and corporate brand. 
• Build key relationships with media by developing an engagement strategy that promotes regular interaction and publications. Manage external communications, including tone-setting, drafting, researching, engaging with key stakeholders and selecting appropriate communication channels for delivery.
• Develop and establish a sound reputation and risk management process, including the development of an issues management guide for internal use and a crisis management policy. Manage internal and external crises as they may occur.
• Develop a cross-group internal communications strategy. Measure internal communications effectiveness and drive research initiatives to introduce new channels/ methods/ technologies into the internal communication space. 
• Develop a content strategy for the Group’s social media channels. Manage, maintain, update and monitor all TFG social media channels proactively, and where necessary, develop new platforms for communication. 
• Develop and execute a comprehensive stakeholder engagement strategy and plan that supports the business in building positive working relationships with key stakeholder cohorts. 
• Management of Investor Relations communication channels. Manage, maintain, update and monitor all TFG investor relations proactively, and where necessary, develop new platforms for communication.

Skills:

• Excellent Communication
• Strategic Thinking
• Interpersonal Skill
• Ability to work under pressure with agility
• Excellent Problem solving

Qualification and Experience:

• BA or equivalent in Journalism or Communications
• Honours or Masters Degree in the related field (Desirable)
• 10 years Senior level experience in corporate communications, agencies or journalism or a combination (Desirable)
• 5 years crisis communication
• 5 years Copy writing (both traditional and digital)
• 5 years Management of internal teams (Desirable)
• 5 years Strategic planning

go to method of application »

Responsibilities:  

• Driving turnover to ensure the achievement of targets 
• Controlling expenses 
• Managing stock losses to ensure shrinkage is in line with the Company standard 
• People management, including recruitment, development of staff, employee relations, performance management 
• Executing in-store merchandising strategy and standards 
• Ensure customer satisfaction by executing our customer service strategy and fulfilling the demands of our customers 

Qualifications & Exprience: 

• A Matric certificate. 
• Minimum 3 years retail experience with a minimum of 1 year store leadership experience. 

Skills:

• Builds Customer Loyalty
• Customer Service Delivery
• Customer Value Management
• Customer-Focused Approach
• Effectively Presents Solutions
• Initiates Compelling Sales Conversations
• Knows the Buying Influences
• Leverages Digital Communications with Customers
• Manages Resistance
• Managing the Sales Process
• Navigates Customer Challenges
• Negotiation & Selling
• Planning & Organizing
• Policy & procedures
• Strategic Sales Planning
• Leadership

go to method of application »

Responsibilities:  

• Being an ambassador for our brand and offering amazing customer experience. 
• Exceed customer expectations by identifying and providing them with the best possible solutions. 
• Actively keeping track of sales performance against target. 
• Selling a diverse product range and keeping up to date with the latest décor and fashion trends. 
• Searching out opportunities for making new sales. 
• Assist with replenishing of stock to ensure the store is ready for our customers at all times. 

Qualifications & Experience: 

• Grade 12 (Matric) 

Skills:  

• Passionate about people is a must. 
• Target driven and experience focused. 
• Good verbal/ written communication skills
• The ability to multi-task in a fast-paced environment 
• The ability to work independently 
• The ability to take initiative 
• A high level of attention to detail 
• Builds Customer Loyalty
• Customer Service Delivery
• Navigates Customer Challenges
• Negotiation & Selling

go to method of application »

Responsibilities:  

• Being an ambassador for our brand and offering amazing customer experience. 
• Exceed customer expectations by identifying and providing them with the best possible solutions. 
• Actively keeping track of sales performance against target. 
• Selling a diverse product range and keeping up to date with the latest décor and fashion trends. 
• Searching out opportunities for making new sales. 
• Assist with replenishing of stock to ensure the store is ready for our customers at all times. 

Qualifications & Experience: 

• Grade 12 (Matric) 

Skills:  

• Passionate about people is a must. 
• Target driven and experience focused. 
• Good verbal/ written communication skills
• The ability to multi-task in a fast-paced environment 
• The ability to work independently 
• The ability to take initiative 
• A high level of attention to detail 
• Builds Customer Loyalty
• Customer Service Delivery
• Navigates Customer Challenges
• Negotiation & Selling

go to method of application »

Responsibilities:  

• Being an ambassador for our brand and offering amazing customer experience. 
• Exceed customer expectations by identifying and providing them with the best possible solutions. 
• Actively keeping track of sales performance against target. 
• Selling a diverse product range and keeping up to date with the latest décor and fashion trends. 
• Searching out opportunities for making new sales. 
• Assist with replenishing of stock to ensure the store is ready for our customers at all times. 

Qualifications & Experience: 

• Grade 12 (Matric) 

Skills:  

• Passionate about people is a must. 
• Target driven and experience focused. 
• Good verbal/ written communication skills
• The ability to multi-task in a fast-paced environment 
• The ability to work independently 
• The ability to take initiative 
• A high level of attention to detail 
• Builds Customer Loyalty
• Customer Service Delivery
• Navigates Customer Challenges
• Negotiation & Selling

go to method of application »

Responsibilities:  

• Driving turnover to ensure achievement of targets 
• Controlling expenses 
• Managing stock losses to ensure shrinkage is in line with the Company standard 
• People management, including recruitment, development of staff, employee relations, performance management 
• Executing in-store merchandising strategy and standards 
• Ensure customer satisfaction by executing our customer service strategy and fulfilling the demands of our customers 

Qualifications: 

• A Matric certificate. 
• Minimum 5 years retail experience with a minimum of 3 years flag store leadership experience
• Experience within furniture and homeware environment (advantageous)

 Skills:  

• An excellent leader and business manager 
• High flexibility and ability to adapt to different customers and situations. 
• A high sense of urgency with demonstrated ability to work independently. 
• High flexibility and ability to adapt to different customers. 
• An outstanding leadership, interpersonal and communication skills. 
• Ability to work a flexible schedule to meet the needs of the business. 
• Ensure customer satisfaction by executing our customer service strategy and fulfilling the demands of our customers 
• Figure and admin orientated 
• Management Experience 
• Organised and thorough 
• An excellent leader and business manager 
• Profit and turnover driven 
• Able to manage risk within the store 
• Strategic Sales Planning 
• Managing the Sales Process 
• Customer Value Management 

go to method of application »

Key Responsibilities:

Requirements Analysis and Solution Design

• Drive creating value for customers by translating customer needs into meaningful solutions
• Apply expertise to manage product requirements, and deliver product optimisation
• Introduce new tools and practices that will enhance the user experience 
• Drive selection of solution options, working with IT to assess technical solutions to increase value
• Provide business context to ensure solution meets business needs and support business owner to provide clear guidelines in terms of business expectations
• Lead the integrations design based on business needs and best practices, while evaluating the impact thereof
• Prioritization and Value Management:
• Maximise the value produced by the team and ensuring stories meet the users’ needs 
• Gather the requirements for the product and capture them in the form of a product backlog, consisting of user stories with acceptance criteria
• Working with business owners in determining the value of the deliverables
• Prioritise the delivery team’s backlog assessing benefit vs. effort and ensuring alignment to strategic business needs on an ongoing basis
• Ensure the teams focus on delivering the highest value items first 

Product and Operational Delivery

• Continuous refinement and sequencing of the Product Backlog
• PI planning preparation – confirm business priorities, and leading conversations on cross team dependencies
• Defining user stories (with clear acceptance criteria) with extensive domain knowledge
• Participate in Iteration/Sprint planning and solution demonstrations with stakeholders/business owners
• Make business decisions to ensure the end-to-end build of a solution works as designed
• Oversee the planning and execution of testing by Finance ERP team, act as a subject matter expert drafting test scenarios and test cases, and provide approval
• Support Business Process Owner to plan and execute User Acceptance Testing
• Responsible for approval of final test results
• Apply compliance requirements within scope of responsibility, ensuring documentation, system configuration and compliance activities are current
• Drive reporting and analytics to provide visibility on the Finance ERP Teams performance, and monitor sprint metrics and user results

Leadership and Stakeholder Management

• Shape the Finance ERP vision & roadmap - communicate and align the vision and strategy across product and technology teams
• Align the stakeholder needs across business areas and engage with stakeholders on the product development process and product management mindset
• Steer the team in delivering products and features oriented around business impact
• Empower and inspire Team to deliver their best
• Interact with other Teams as part of synchronization ceremonies to implement cross-team tasks
• Drive engagement with third parties to support delivery of team objectives
• Plan resourcing for the teams (i.e. new role, change in role), create requests, interview, select and onboard members to join the team
• Drive continuous improvement across the product lifecycle

Skills: 

• Proficiency in ERP systems, integration, maintenance, and reporting
• Analytical and project management skills
• Deadlines and results driven
• Ability to work under pressure with agility
• Excellent Problem solving and communication skill

Qualification and Experience: 

• Bachelor’s degree in finance, information systems or related field
• Chartered Accountant (SA) qualification, is a plus
• Scaled Agile and Product Owner certification, is desirable
• Minimum of 5 years’ experience in Finance ERP applications and processes
• Experience in performing the role of the Product Owner

go to method of application »

Responsibilities:  

• Provide feedback to management regarding stock issues and movements 
• Drive the ultimate customer experience 
• Ensure sales targets are met 
• Managing the receiving and dispatching of stock 
• Processing stock within specified time frames 
• Facilitating efficient rotation of stock, from the stockroom to the sales floor 
• Ensuring the neatness and Housekeeping standards are world class 
• Manage Shrinkage in line with company standards 

Qualifications:

• A Grade 12 qualification or equivalent 
• Retail experience (essential) 
• 2 years Stockroom experience (Advantageous) 
• Hospitability background (Advantageous) 

Skills: 

• A customer-centric attitude and approach 
• Excellent communication skills (verbal and written) 
• Ability to give direction to stockroom team 
• Must be able to work a flexible schedule to meet the needs of the business and will 
• require weekends and evening shifts 

go to method of application »

Your key areas of responsibilities will include:

• Being an ambassador for our brand and offering amazing Customer experience.
• Exceed Customer expectations by identifying and providing them with the best possible solutions.
• Actively keeping track of sales performance against target.
• Selling a diverse product range and keeping up to date with the latest trends.
• Searching out opportunities for making new sales.
• Assist with replenishing of stock and visual merchandising to ensure the store is ready for our customers at all times.

Must haves:

• A Matric Certificate.
• Passionate about retail is a must.
• Sales driven and service focused.
• Possess a strong work ethic and hands-on attitude.
• Demonstrate initiative to deliver results.
• Experience in representing a quality brand
• Ability to thrive under pressure 
• Must be able to work a flexible schedule to meet the needs of the business and will require weekends and evening shifts. 

go to method of application »

Key Responsibilities:

People Management:

• Ensure that the frontline team are managing channels accurately and within set principles and SLA’s.
• Managing a team to strive and achieve first-time resolution, where applicable, of queries/requests within scope/mandate related to HR disciplines. 
• Managing of projects tasked to the frontline team, ensure that deadlines are achieved.
• Daily, weekly and monthly team coaching and investigating to ensure we are operating effectively and efficiently.
• People related transactions and administration is actioned timeously.
• Create a high-performance team culture by:
• Actively managing performance 
• managing team values aligned to TFG
• coaching and development
• rewarding and recognition 

Compliance and Validation:

• Ensure measures put in place to remain compliant with all HR policies and procedures and POPIA are adhered to and non-compliance is addressed.
• Drive the behaviour of always protecting customer information and ensuring none of the company processes are breached through all communication platforms.

Timing and Planning:

• Monitor and manage the achievement of SLA’s as per time to respond to customer as well as time to log and assign query if required.
• Schedule and plan coaching sessions and one on one sessions with each team member to ensure the team remains updated on any business communication and process changes that impact the Frontline and their functionality. 
• Accurate resource planning and workforce management to ensure sufficient resources to deliver frontline services.

Feedback and Escalations:

• Provide constant feedback to team members to ensure continuous improvement and that the team remains updated on all communication, changes and projects impacting the frontline team.
• Ensure escalation process is followed and that manager of resolving team is included in the escalation to ensure speedy resolution and that the customers journey is not impacted by the delay. 
• Any non-compliance is investigated, addressed and resolution and feedback is provided to customer and flagged with customer experience team.

Performance Management:

• Ensure team are clear and understand what their individual and team KPA’s are and how they will be measured.
• Conducted regular QA assessments of their team to identify processes adherence and potential improvements, customer experience feedback and individual service delivery.
• Drive quality standards within the team and ensure they adhere to policies and procedures as well as compliance factors. All customer feedback needs to be aligned to Company policies and legislative requirements.

Stakeholder Management:

• Create a close working relationship with the Customer Experience team regarding burning points, prioritization of platforms as well as contracting the assistance required for onboard and additional training.
• Ensure continuous stakeholder engagement takes place to ensure best practice and that we are operating in the most efficient way possible.

Qualifications and Experience:

• HR or business-related qualification 
• 2 - 3 years Leadership experience in a retail industry / shared service or call Centre environment
• High service delivery and performance mindset 
• Good understanding of HR administrative, consulting and transactional activities 
• Keen judgement and decision-making skills 
• Strong leadership skills with a focus on team motivation, coaching and knowledge sharing 
• Understanding of the TFG business context 

Skills:

• Review and Reporting
• Managing Change
• Business Case Contribution
• Business Process Modeling (BPM)
• Enterprise Readiness Assessment
• Perform Gap Analysis
• Presentation Creation
• Spreadsheet Expertise
• Learning Solutions Development