About this job

RightCom has been revolutionizing customer experience in Africa for more than a decade. Creating innovative experiences that make customer journey seamless, personalized, simple and outstanding, RightCom empowers businesses in approximately 20 markets to join and thrive in the experience economy.

Our CX platform – RightCom XP – allows businesses to anticipate customer needs and identify upselling and cross-selling opportunities regardless of the touchpoint (mobile app, website, location, contact center, as well as agent network) while RightCom OS offers next-gen managed services.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Creativity, Trust, and Customer Success. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

We are embarking on an innovation agenda as an organization-wide transformation of people and technology capabilities, to enable digital-first delivery for every product and service. Our ambition is to establish digital and data points that allow us to: attract, retain and develop customers; securing existing revenue streams; and innovate where we identify a competitive advantage.

At the heart of it all are people – we are deeply committed to creating and sustaining a world-class experience for our employees, customers and partners. Are you a detail-oriented, growth-minded, people-focused professional looking for a new opportunity to execute our people strategy at a rapidly growing technology company? Responsible for the strategic and tactical oversight of all aspects of HR in our offices, the Head of Employee Experience contributes to RightCom’s success by seamlessly executing agreed global strategies, taking into account country needs and best practices of HR. The Head of Employee Experience is an important member of the team as they are instrumental in building the company’s employer brand and executing our people strategies that develop and promote our culture and values.

Responsabilities

• Manage the HR team including recruitment, employer branding, HR business partners, payroll and benefits, office managers and administration.
• Identify key performance indicators for all HR functions and drive continuous improvement through KPIs and metrics.
• Help create and maintain a culture of high performance by assisting with continuous change, restructuring the organization when necessary, offering programs that reward and recognize the abilities, behaviors and performance of key employees.
• Ensure HR teams are fully staffed with a high performing and diverse pool of experts to support organizational growth and maturation. Review best practices and execute new projects and strategies.
• Ensure all offices are maintained and equipped to meet business needs by collaborating with internal IT teams, hiring managers and office managers.
• Create a deep understanding of our solutions in different markets and the teams that create them to ensure HR meets current and future demands.
• Develop meaningful relationships with key stakeholders and manage internal communications across all offices to ensure the team is aware of all events, company updates, client updates and systems and processes.
• Work hand-in-hand with HRBPs to ensure we continually develop our team members to meet business needs and facilitate career development. In collaboration with various stakeholders, execute a competitive, fair and transparent compensation strategy in all countries.
• Ensure legal compliance by monitoring and implementing applicable human resources legal requirements, including health and safety legislation.
• Manage the annual operating budget for all HR functions.
• Establish programs and initiatives to improve brand awareness and solidify RightCom’s position as the best destination for talent in our countries of operation.
• Develop comprehensive guidance for managers and leaders on employee relations issues and take initiative to resolve complex emergency issues that create significant risk to the organization.
• Coaching and capacity building of managers to be effective leaders. Influencing managers/leaders to adopt models of organizational values ​​and behavioral expectations.
• Pilot and implement engagement initiatives by describing key drivers of engagement and how they relate to organizational performance.
• Act as a talent broker ensuring the movement of talent to build individual and organizational capacity.
• Encourage managers and leaders to adopt a performance-oriented culture supported by a strong performance management capability

Preferred qualifications

• Minimum of 10 years of professional experience, including experience in managing cross-functional HR teams across Africa to achieve challenging goals.
• Demonstrate determination, resourcefulness and determination to deliver the best results for the organization
• Demonstrated ability to work successfully in a high-growth, fast-paced environment and manage complex initiatives, deadlines and competing priorities, ideally with experience playing a leadership role in a company’s HR development of more than 300 people.
• Extreme attention to detail with a strong preference for caution. Thorough knowledge of payroll, health and safety, employment standards and human rights legislation.
• Bachelor’s degree from an accredited college or university. Human resources and/or payroll professional designation.
• Excellent interpersonal and communication skills.
• Constantly lead by example.
• Acts with integrity, impartiality and independence, balancing functional, organizational and legal parameters.
• Ability to work with teams from different offices, providing a high level of support across different cultures and perspectives. The work is carried out with a minimum of direction.
• Exercises some latitude in determining objectives and assignment approaches.
• Very organized, thorough and efficient. English/French bilingualism is an asset.