MANDY CARELSE

Overview of role

Reporting to the Organisational Development Manager, this role contributes towards the improving organisational efficiency & effectiveness through identifying, designing and delivering first class essential skills facilitation and training interventions, at individual, team and organisational levels. To provide an advisory/ consultancy function to the business to ensure transfer of learning and optimisation of employee potential in alignment to business strategy.

Duties will include, but not limited to:

Training Needs

· Carrying out training needs analyses for all roles responsible for managing or developing people (e.g. Coaches, leaderss, managers);

· Defining the skill-sets needed to perform people management and development roles;

· Carrying out performance assessments to determine the skills gaps between current and desirable learner skill levels;

Training Design and Development

· Designing essential skill training programmes appropriate to the skills needed;

· Developing an appropriate mix of formal and informal development activities;

· Ensuring the learning environment and resources support learner needs;

· Designing course materials and other documents such as handouts, manuals and exercises;

· Preparing the learning environment and resources, including setting up IT equipment where appropriate;

Facilitating Learning

· Delivering training programmes in both a formal (e.g. a classroom) or informal (e.g. floor-walking) setting;

· Supporting and coaching learners using learning technologies to deliver skills;

Coaching

· Provide Individual and Group Coaching to Junior and Senior Management in line with their development needs;

· Provide Coaching feedback to Respective Line and HRBP’s as input for succession planning;

· Provide Coaching for Coaches;

Assessments and Evaluation

· Evaluating the effectiveness of training programmes and learning outcomes;

· Liaising with partners (e.g. managers, external course providers, employers, examining bodies) to fulfil the skills needs;

Training Administration

· Where required, assist business with planning and scheduling of appropriate training;

· Maintaining appropriate records of learner development and resource allocation;

Additional Responsibilities

· Management of specific projects as allocated by local management and/or Head of Organizational Development to respond to the redesign of services;

Organizational Development

· All above job specifications should be carried out in support of the drives prevalent within the Organizational Development Framework and be conducive to the development of a shared culture and values within the business;

Portfolio

• Customer Service Centre for International Markets:

(French, German, Latam, Dutch and Scandinavian markets, as well as emerging markets)

• Technical Training
• Digi Outbound (Sales)

Key Areas of Responsibility:

Organizational Effectiveness including; Transformation: Change Management, Diversity, Equity, Culture and Communication

o Ensure sound change management processes are applied to all major changes

o Stay abreast of staff morale, staff satisfaction, culture and climate, dysfunctional behaviour and implement appropriate interventions to resolve these

o Identify and resolve inefficiencies and inter-team dysfunction

HR Processes:

• Talent Management

o Internal and External recruiting & selecting including international hires and managing their immigration process

o Retaining and engaging with team members, leaders and managers

o Assisting with personal development and succession plans

o Talent grids and talent pipeline for key roles

• Performance Management

o One-on-one meetings with managers, that are constructive, meaningful, positive and inspiring

o Ensure performance is managed with clarity, fairness and consistency

o Formal reviews to be completed by end May and end October each year

o Action plans: PIPs; Star performers to appear on Talent Grids

• Training and Development

o Ensure training needs get identified and communicated to appropriate teams

o Ensure development plans are in place for key role/talent/succession plans

o Assist training teams with communication and strategy alignment so that they deliver effectively to your client areas

• Employee Engagement

o Drive Staff Retention and satisfaction:

o By identifying team issues and dysfunction

o By running interventions to improve team effectiveness

o By proposing incentives/socials/fun activities to raise morale

o Every staff member should feel like they belong – drive and inclusive culture.

• Employee Discipline

o Policies and procedures custodian

o Ensuring managers are leading their teams according to digi values, policies and procedures

o By holding honest conversations and preventing disciplinary issues

o By ensuring, all disciplinary matters are dealt with timely, fairly, and consistently

o CCMA representation

o Coaching leaders on discipline matters

· HR Administration

o Ensure all HR related transactions are recorded timely, accurately, with attention to detail, using appropriate systems, templates and processes that are efficient, effective and legally compliant.

o Utilise resources to carry out these transactions accordingly

o Provide HR info. that helps managers make decisions (e.g. staff productivity, absenteeism, staff satisfaction, trends, workforce plans)

o Ensure everyone has clear documented roles, performance expectations, development plans

o Ensure job changes are implemented correctly and timely

o Reporting and trend analysis

· Work force planning

o Advise managers on best practice workforce planning processes

o Assist managers in identifying resourcing needs

o Identify and create effective job specifications

Key Areas of Responsibility:

· Business Acquisition and Key Account Management

· Balance score card and Employment Equity Recruitment Vender proposition

· Learnerships and Internship project management

· Recruitment and Selection Management

· EE – Disability learnerships

Responsible for the overall commercial business delivery, business acquisition, developing turnkey solutions, then align our service offering of recruitment and selection process and project management to client needs.

The business specialized in Contact Centres Recruitment and Staffing Management, Learnership / Internships, Graduate programmes as well as permanent placements.

Business Acquisition and Existing Account Management

Isilumko Staffing provides traditional temporary and permanent placement services as well as Learnership, Internship, Workforce Management and Project Management Solutions. The strategic acquisition of business and delivery execution is paramount in this role. This includes positioning Isilumko as a preferred supplier to prospective clients.

Strategic Management

Responsible for the allocation of all resources utilised to achieve set goals and objectives.

Processes and Procedures

Responsible for planning, development and implementation of an integrated structure to support operations and meet our Client expectations

Learnership and Internship Projects

This includes end-to-end Project Management Solutions for Learnership and Intern Initiatives for various clients. This requires coordination and project management between the Client, Learner/Intern, Mentors, Training providers and the SETA on a National basis.

Branch Management- Managing a team of 6 – 10 Recruitment Consultants dependent on recruitment volumes towards achieving the Branch GP and NP annual targets.

• Project Management of small, medium or large workforce requirements
• 2 Senior Recruitment Consultants, 4 Recruitment Consultants,4 Admin/Support staff
• Management of KPA’s for each individual staff member in line with branch targets.
• Monthly Reconciliation of invoices of placements made.
• Managing billing schedule and percentage to target achieved.
• Forecasting and Managing individual performance to target.

Information Management

To drive marketing initiatives to source applicants and attract new clients through our client / candidate MIS.

Achievements

In 2011, 2013 and 2014 I received a Vacation Incentive for TOP PERFORMING MANAGER nationally.

I achieved my target consecutive year on year; 120% plus of our annual NP targets

Key Areas of Responsibility

HR Generalist (business support) role supporting the business in all ambits of their operations in Cape Town, specifically Contact Centre for Delta airlines.

I held a generalist Account Manager position at Kelly before moving to their Old Mutual operations

Key Areas of Responsibility

HR Generalist (business support) role supporting the business in all ambits of their operations in Cape Town, specifically Contact Centre and Marketing