Job Vacancies at Sage

Job description

Job purpose:

• Manage simplification, standardisation and publication of People policies group wide, using the Sage standard policies and procedures framework, to streamline ways of working and support transformation of the People function; promote compliance with People polices; responsible for driving ongoing compliance and effective governance, promoting its value across Sage
• Key accountabilities and decision ownership:
• Provide link for Compliance function, driving and co-ordinating agreed People function activities that support Sage governance framework and embed a compliance culture in Sage
• Drive annual process to update and refresh group-wide People policies and procedures in line with Compliance function framework and prioritisation and to ensure updates in line with local legal changes. Review updates to ensure quality control and oversee publication in a timely manner
• Support creation of new group-wide People policies as required, to underpin group-wide processes, in line with an agreed framework and prioritisation. Ensure implementation and publication for all colleagues to improve understanding and legal compliance, drive colleague self-service and improve colleague experience i.e. easy to access, easy to understand, written in plain and simple language, aligned with Sage “tone of voice”
• Link with L&D team to ensure compelling and appropriate training is implemented and embedded for policies, procedures and compliance, leveraging existing group-wide learning platforms. Ensure training compliance tracking in place where required
• Recommend Sage standard framework for local/regional People procedures and processes in context of broader group-wide policies and compliance landscape, including publication mechanism
• Provide link with People function Transformation team on policy simplification
• Support People Services teams/Centres of Expertise in creating appropriate local procedures and processes to monitor and ensure compliance with both external (i.e. legal) and internal governance requirements

Key performance indicators:

• Colleague engagement
• Delivery of People policies in line with agreed framework on time, on budget

Skills, know-how and experience:

Must have:

• 5 years + People function experience, understanding how “Ulrich” model operates, role of People Services and how colleague experience drives self-service and effectiveness
• International experience, working globally in People function, in particular in Europe and North America
• Change mind-set; desire to continually improve, lead and deliver improvement
• Results driven; proven ability to execute in challenging conditions
• Excellent communicating, influencing and networking skills, able to build strong relationships, rapport and engender trust with various stakeholders across the business, in the People function in the Group, Regions and across Local Markets
• Sound judgement, decision making and problem solving skills
• Excellent writing skills, fluent in English, able to write in simple, compelling language

Technical / professional qualifications:

• People qualification i.e. CIPD
• General understanding of employment law

Location: Woodmead, Johannesburg

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Job description

Job purpose:

To build strong commercial relationships and partner with business leaders in the Country, providing strategic advice and knowledge on People related matters and ensuring effective business execution of People practices. Work in collaboration with colleagues in the People function (Functional People Business Partners, CoEs, People Services) to ensure a value-adding, consistent People service provision to leaders, managers and colleagues in the Country and to lead the implementation of all Group/Function operational/strategic People programs and change agendas into the Country.

Key accountabilities and decision ownership:

• As an integral part of the Country leadership team, partners with senior leaders in the Country to understand the business strategy. Creates and delivers people strategies and plans to underpin the business strategy, ensuring change initiatives and solutions drive efficiency and optimal employee performance and engagement.
• Leads any change that is specific to the Country. Collaborates with Functional People Business Partners regarding Function-led change that impacts the team in the country, and ensures effective local communication and implementation.
• Leads on employee relations activities in the country, responsible for colleague engagement and for leading union/works council/colleague representative negotiations and consultations, as appropriate.
• Owns and implements the key People processes (e.g. talent review, succession planning, and performance management) for all resources in the country (function and non-function). Gives input to Function People BPs on function-specific training needs, identified stars and potential successors, etc. in the country.
• Leads salary and bonus planning for country teams with the Country leaders in line with Group policy and processes.
• Owns the total headcount in the country, responsible for data accuracy and approval to hire and remove colleagues
• Ensures alignment with People Services on in-country operational processes
• Works with CoEs (Reward & Recognition, Learning & Development, and Resourcing & Talent) to define country-specific requirements to be implemented. Supports the development, implementation and continuous improvement of Group People policies by providing business insights and priorities to the CoEs and by deploying agreed methods and frameworks for People initiatives within the Country.
• Champions and drives adoption of the service delivery model within the business and collaborates with People Services Hub Managers to ensure effective delivery of people services strategy for the Country.
• Develops Employee Relations Specialist (where appropriate) through effective performance management techniques to enhance capability and manage talent and succession planning in the People function.

Key performance indicators:

• Country headcount – data accuracy and adherence to budget
• Employee engagement (colleague survey feedback)
• Country succession plans and talent pipeline
• People policy implementation
• People metrics (e.g. performance, turnover)

Skills, know-how and experience:

Must have:

• Ability to quickly build strong working relationships with individual stakeholders and groups and become a trusted and credible strategic partner, coaching and influencing business leaders.
• Experience as a change leader with the ability to identify areas that would benefit from change and then drive this through to completion.
• Previous experience in a generalist HR role, having influenced line managers and driven/implemented HR strategy.
• Proven ability to operate in a matrixed business environment and within a People shared services model.
• Substantial knowledge and experience of best in class HR, covering the full HR cycle, systems, policies and relevant legislation, as well as of the business strategy and needs.
• Deep employee relations experience, with experience of negotiating productively with trade unions and works councils.
• Previous line management experience.
• Proficiency in English language, with strong verbal and written skills.

Preferred:

• Demonstrated success in a fast-paced and dynamic environment.
• Demonstrated commitment to learning through continuous educational development.

Technical / professional qualifications:

• Bachelors / Masters degree
• Functional qualification / membership of associated professional body (e.g. CIPD or equivalent)

Location: Woodmead, Johannesburg

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Job description

Job purpose:

The People Services Continuous Improvement Specialist is responsible for identifying continuous service improvement opportunities for the People Services function, aligning internal trends and Business demands, to meet and exceed defined service level agreements and KPIs. This also includes defining the approaches to People Services quality management and assurance and embedding these approaches within the People Services teams.

Key accountabilities and decision ownership:

• Monitor trends and insights into the People services through management and analysis of People service data points.
• Provide analytical interpretation and recommendations to HRIS People Data & Reporting Analysts to provide insight and recommendations for service improvement opportunities.
• Gather insight from internal service trend reports and external market to identify continue service improvement opportunities for the function
• Responsible for overseeing the implementation and impact of service improvement interventions.
• Ownership of the People Services Service Framework – identifying trends in service requests to the operation and highlighting proactive solutions to flex capacities and capabilities to meet required service levels against business demands.
• Maintain regular updates and reviews of service demands, against the defined service level agreements.
• Design and develop the approach and standards to quality assurance of the People Services function, and any on-going quality improvement initiatives.
• Conduct regular and ad hoc customer service quality audits and assessments (call monitoring, coaching and ongoing development initiatives) with the People Services team members to identify opportunities for improvement and providing timely feedback to Team Leaders.
• Facilitate the development of action plans to variances as identified throughout the audit process and implements corrective and preventative actions.
• Maintain and monitor the quality, risk and audit frameworks, tools and standards, creating methods for ensuring quality assurance is driven throughout the function.
• Interpret People Service performance data and report trends, anomalies and predictive assumptions on service levels and identifying service improvement.
• Actively drive a continuous improvement mentality and culture within the function underpinned by performance metrics and service delivery requirements
• Play an integral role in supporting the implementation and transition requirements of bringing in new services to People Services during the People Transformation journey

Key performance indicators:

• Continuous service improvements identified
• Delivery of People Service Level Agreements
• Effective quality audits to drive improved operational performance and service data accuracy and speed to identifying improvement indicators

Skills, know-how and experience:

Must have:

• Considerable experience in HR, customer service or related field especially driving service improvement, quality assurance within a Shared Service / Services organisation.
• Experience of building and working to defined service levels.
• Ability to work in a fast paced environment, with agility to adapt to quickly to changing demands – whilst having the confidence and strength to challenge where reactive demands may not be the preferred solution.
• Ability to interpret and analyse multiple sources of information and data to support decision making.
• Knowledge of how end to end HR services across the employee lifecycle are integrated.
• Excellent relationship management and customer service skills.
• Exceptional eye for detail and degree of data accuracy

Preferred:

• Bachelor’s degree or equivalent experience preferred
• Experience of working in a multi-industry, multi-business HR function
• Experience of risk management, audit or compliance

Technical / professional qualifications:

• CIPD or PHR Certification or equivalent preferred
• Advanced Microsoft Suite Skills

Location: Woodmead, Johannesburg

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Job description

Job purpose:

The People Services Knowledge and Content Specialist will ensure that the People Portal and People Services focused content (to support knowledge management) is maintained and continuously improved providing relevant and timely information to all colleagues and managers.

Key accountabilities and decision ownership:

• Govern the People Portal content and architecture, working with the COEs and Team Leaders to ensure all People content is up to date and refreshed as needed.
• Upload content onto the necessary knowledge management channels, e.g. SharePoint and Intranet to ensure ease of accessibility and to support our drive to a Tier 0 self-service culture for all colleagues including colleagues in People Services.
• Maintain effective channels of communication and insight into the People functions to ensure that our People content is in effective and relevant.
• Ensure that our People Services colleagues are communicated to regularly with the latest and most up-to-date information to work from.
• Assess the quality of content being produced for uploading for the People Services teams and provide suggestions on ways to improve the copy, navigation or communication to improve the success of colleague Tier 0 self-service experience.
• Write People copy to ensure continuity of branding, communications and templates are used across all People specialisms and businesses and delivers an excellent customer centric experience of People content.
• Liaise with local or global communication managers to ensure the Sage tone of voice is reflected in copy and the latest templates and brand designs are used appropriately.

Key performance indicators:

• Customer satisfaction of People Services colleagues and business
• Quality and integrity of HR content uploaded onto the available knowledge management channels
• HR Portal and Knowledge Management problem solving and issue resolutions in a timely manner

Skills, know-how and experience:

Must have:

• Considerable experience in HR, customer service or related field especially in content creation and management
• Good level of understanding of People processes across the full employee life-cycle e.g. Resourcing, on-boarding, Payroll etc. and performs a high quality, accurate service
• Excellent level of Microsoft Office functionality (e.g. Word, Excel, Outlook)
• Strong communication skills demonstrating the ability to interact with employees at all levels
• Good experience working in a web development environment
• High degree of attention to detail
• Ability to articulate point of views effectively and confidently
• Excellent copy writing skills

Preferred:

• Bachelor’s degree or equivalent experience preferred
• Experience of HR knowledge management solutions
• Knowledge of and ability to use HR Technology solutions
• Ability to adapt quickly to understand the business nuances of a complex group
• Ability to source relevant information on employee policies to be able to offer coaching and guidance to customers and colleagues

Technical / professional qualifications:

• CIPD or PHR or equivalent Certification preferred
• SharePoint experience is ideal

Location: Woodmead, Johannesburg

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Job description

Job purpose:

People Services representatives provide first point of contact to colleagues and managers for all People transactional inquiries such as People policies, processes and programs where self-service is either unavailable, or where the query cannot be resolved through the self-service channel available. Handling Tier 1 inquiries and issues and providing service directly or ensuring proper follow through by Tier 2 team. This role also assists in maintaining knowledge base - record and document colleague interactions and create and utilize standard processes and or knowledge articles to respond consistently to inquiries.

Key accountabilities and decision ownership:

• Respond and/or process colleague and manager inquiries and requests on basic to medium complexity transactions regarding People policies, and procedures and programs; personnel changes into our systems e.g. new hire related data, colleague transfers, promotions, salary increase changes, status changes, address changes, terminations, benefits, etc. in writing or via telephone, as appropriate using the agreed upon knowledge articles and processes
• Coach colleagues and line managers through queries via self-service, redirection to appropriate sources of information or through available policies and tip-sheets
• Determine which queries require specialist support and escalate complex enquiries to appropriate parties and keep informed of multiple policies and legacy terms and agreements to ensure advice and administration is appropriately actioned
• Support People colleagues regarding the processing of People policies, procedures and programs; partner with other People colleagues to resolve issues for where additional information is required.
• Handle People administrative data e.g. group benefit plans including medical, dental, vision, compliance PTO, tuition approvals and reimbursements, etc.
• Provide administrative support for People Services transactions and services including for example: payroll data collection, colleague relations, absence and exits, resourcing, offer letter, payroll letters, employee references etc.
• Use People Services technology to track colleague cases and resolutions and file relevant data and files appropriately
• Work with Team Leader to create and update knowledge articles and/or processes on as needed and quarterly basis.
• Provide feedback and information to Team Leaders regarding any People related issues such as observed patterns and trends that may be symptomatic of a transactional inefficiency or colleague relations issue
• Document colleagues’ request in case management application; continuous improve information and processes to ensure the proper level of service.
• Deliver expected service levels and business performance goals
• Consistently support compliance and maintain the privacy and confidentiality of information in accordance with polices, procedure and law.

Key performance indicators:

• Respond to inquiries within the agreed upon service level agreements
• Customer satisfaction levels

Skills, know-how and experience:

Must have:

• HR related experience with experience working in a Shared Service Centre
• Demonstrated experience delivering exceptional customer/colleague service; sometimes under tight timeframes
• Ability to perform a range of routine HR administration duties through experience in generic administration activity e.g. data processing, record management, minute taking etc. Strong verbal and written communication skills
• Good organisation and problem solving skills
• Ability to accurately enter and manage sensitive data and confidential matters
• Ability to deal with difficult conversations and interactions with colleagues Fluent in English
• Experience with basic Microsoft Office functionality (e.g., Word, Excel, Outlook)

Preferred:

• Bachelor’s degree or equivalent experience preferred
• Knowledge of general HR processes and practices and ability to interpret them towards a case
• Knowledge of HRIS and case management systems
• Knowledge of country/local regulatory requirements
• Knowledge of colleague relations issues

Technical / professional qualifications:

• Appropriate professional HR qualification preferred

Location: Woodmead, Johannesburg