HR Manager

About the role

The Human Resources Manager develops and implements people strategies that build a positive, ethical, high-performing and customer-centric culture. The role goes beyond traditional HR administration: it shapes the organisation's culture, strengthens employee engagement, promotes ethical conduct, develops talent and builds a strong learning environment. It acts as a strategic partner to management, aligning people, behaviours, values and capabilities with the organisation's vision, mission and business objectives, with a key priority of embedding a strong customer service culture.

Key responsibilities

• Culture and engagement: champion the vision, mission and values; run engagement surveys and culture assessments; work with managers to build accountability, trust and respect.
• Ethics and governance: promote integrity and transparency, uphold the Code of Ethics and Conduct, advise management on ethical people matters, support grievance and harassment policies, and ensure compliance with labour laws.
• Learning and development: design L&D strategies, training needs analyses, leadership development, succession planning and individual development plans, and evaluate training impact.
• Customer service culture: embed service values in recruitment, induction, performance management and development; run customer service training and use customer feedback to improve employee development.
• Talent management: lead recruitment and selection, set up performance management systems, identify high-potential employees and support succession planning.
• HR strategy and administration: develop HR policies and procedures, oversee employee relations, disciplinary and grievance processes, manage HR records and the HR budget, and advise senior management.

Required profile

• Bachelor's degree in Human Resource Management, Business Administration, Management or a related field.
• Professional HR qualification or membership of a recognised HR professional body is an advantage.
• Minimum of 5-8 years of relevant HR experience, preferably in a managerial or strategic HR role.
• Demonstrated experience in organisational development, culture transformation, employee engagement and learning and development.
• Experience developing HR policies, performance management systems and talent development programmes.
• Good knowledge of employment legislation and HR best practices.

Required skills

• Leadership and strategic HR management.
• Coaching, facilitation and conflict resolution.
• Analytical thinking and use of HR data to drive decisions.
• Communication, influencing and customer-centric thinking.