Bathandwa Mokoatle

Executive oversight of corporate services (SHEQ, IT, Office Admin, Marketing and HC operations across decentralized multi-site business units.

Established and governed HC operational frameworks, SOPs, and controls, achieving 100% audit compliance across all business units.

Oversaw payroll governance and data integrity, reducing input errors by an estimated 20–25% while ensuring compliance with statutory requirements.

Implemented process automation and optimisation initiatives, improving turnaround times for HR service requests by 30%.

Provided oversight of workforce planning and recruitment governance, reducing recruitment cycle time by 15–20%.

Served as senior escalation point for complex HC operational issues, delivering timely, solutions-focused guidance.

Strengthened collaboration between HC, Payroll, Finance, and Operations, improving reporting accuracy and service delivery consistency.

Led a remote, globally distributed HR Shared Services team, managing performance, skills development, and accountability.

Introduced SOPs and digital workflows, eliminating operational bottlenecks and achieving >95% SLA adherence.

Oversaw service performance dashboards, enabling first-touch resolution of 80%+ service requests.

Partnered with IT to deploy HRIS, case management systems, and IVR solutions, improving reporting accuracy by 25%.

Ensured full labour law and policy compliance, supporting governance audits with zero non-compliance findings.

Supported organisational change initiatives and workforce planning, ensuring business continuity across multiple teams.

Key Achievement: Reduced average HR query resolution time from 7 days to 3 days within first year.

Managed HR operations for a 200+ seat international BPO, including recruitment, onboarding, employee relations, and performance management.

Advised management on organisational structure and workforce optimisation, resulting in improved productivity and reduced attrition by 10%.

Managed disciplinary processes and external conciliation cases, achieving 100% procedural compliance.

Produced workforce metrics and operational insights, supporting senior management decision-making.

Key Achievement: Streamlined recruitment and onboarding processes, decreasing time-to-hire by 15%.

• Sourcing and screening of candidate CV's.
• Talent sourcing.
• HR reporting and analytics.
• Recruitment and Selection.
• Customer Relationship Management Reasons for leaving : End of contract.
• Identified areas in need of critical improvement and implemented strategies to achieve targets.
• Supported department leadership in implementing new policies, procedures and controls.
• Followed all company policies and procedures to deliver quality work.
• Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.

• Formulating and directing the implementation of the HR & Finance Shared Services strategy.
• Provide HR transactional support across the HR value chain while supporting the workforce planning process including provision of workforce profile and demand& supply data.
• Human Resources metrics reporting for the HR Shared Services Center.
• Responsible for the management and integrity of the HR Management Information System.
• Management of the customer relationship management process for HR shared services contact and walk-in centers (Hubs) nationwide.
• Accountability for efficient operation of the HR Shared Services contact and walk-in centers.
• Develop and manage the implementation of record keeping policies, procedures and systems.
• Oversee partnering with line managers to implement end-to-end people management processes and provision of day-to-day HR operational support.
• End-to-end contract and contractor management to ensure achievement of functional and business objectives.
• Manage delivery of approved project(s) within time, cost and quality.
• Provide specialized technical/professional advisory service to internal and external stakeholders to ensure achievement of functional and organizational objectives.
• Establish, monitor and manage healthy, diverse, workable internal and external relationships.
• Support workforce planning to ensure HR Contact Center is suitably staffed to meet strategic functional objectives.
• Implement and manage people development processes such as performance management, succession planning and talent management to meet functional performance standards.
• Maintenance and implementation of HR systems (experience in implementing SAP CRM).
• Directing and leading effective service delivery within the HR & Finance Shared Services customer interaction Centre.
• Managing Strategic partnerships and interface with HR Business Partners and functional areas within Shared Services.
• Leadership and optimization of customer interaction center resources and infrastructure.
• Managing statutory compliance, and aligning HR Shared Services Contact Centre operational services to Company Policies, Procedures and Directives.
• Applying relevant leading practices based on continuous analysis of industry developments.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.

• Monitor the quality of service delivery within the contact center.
• Ensuring that contact center functions conform to set requirements and that customer expectations are met and exceeded.
• Maintain a high level of the quality management system.
• Conduct internal quality audits against set operational benchmarks.
• Provide inputs to the compliance department for the development and implementation of departmental policies, standards and procedures.
• Maintain consistent quality management processes.
• Provide expert advice and guidance on contact centre compliance issues.
• Continuously providing input in setting contact center call handling requirements.
• Providing input into on-site training program design.
• Ensuring customer Master Data accuracy by assessing transactions handled by a team of 50 employees.
• Highlighting agent individual areas of improvement on call handling.
• Reasons for Leaving : Promotion.
• Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
• Resolved all issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
• Monitored activities and supporting systems, making sure each met all compliance regulations.
• Provided extensive quality assurance training via both in-person and remote teleconferences.

Earlier Career (Summary)

Quality Assurance Specialist – Contact Centre (Eskom)
HR Benefits Administration Supervisor – Lekana Employee Benefits Solutions
Recruitment Consultant – Cornerstone HR
Customer Relations Manager – Mathomo Group