Samkele Mkhushulwa

Experience

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  South African Airways

  Feb 2000 - May 2007

  Customer Service Agent

  - Answering inbound calls- Handling payroll and vendor related queries- Log all received queries on the CRM system- Escalate tier 2 queries to the resolvers- Contact customers to give them feedback on their queries - Assisting employees with Payroll queries such as; salary, leave, terminations etc- Pension fund queries such as; balance statements, completion of claim forms etc. - Medical Aid queries such as; loading of new dependants, claims etc. - Logging all queries on a central logging system - Monitor queries and contact customers with feedback Show less

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  Anglo American

  Jul 2009 - Dec 2011

  Payroll Contact Centre Coordinator

  - Managed 15 contact centre agents- Monitored and managed inbound call volumes- Planned and managed all work schedules for the contact centre agents- Maintained good relations with all stakeholders- Maintained confidentiality on the sensitive information dealt with daily- Ensured compliance to relevant policies, procedures and document usage- Involved in the recruitment and selection process of the contact centre staff- Ensured new employees receive proper orientation- Responsible for the day-to-day operations of the contact centre- Handled escalated queries and ensured resolution- Evaluated calls to monitor quality and SLA- Managed communications in the Contact Centre- Coached and trained entry-level Contact centre agents to build experience and knowledge to enable handling more complex queries- Update daily, weekly and monthly contact centre stats- Developed and implemented the Performance Management tool in the contact centre- Set monthly performance targets for the contact centre agents- Managed the performance of the contact centre agents and provided feedback- Facilitate regular team meetings- Provided the contact centre manager with regular reports on the overall performance of the centre including identification and monitoring of query trends- Involved in the implementation of the contact centre processes and procedures ensuring high levels of customer service- Involved in employees disciplinary hearing and counseling sessions for the contact centre Show less

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  Anglo American

  Feb 2012 - Mar 2016

  HR Reporting Analyst

  - Extract relevant HR data for different regions in the company - Compile meaningful HR reports through interpretation, comparison and trend analyses and recommends solution.- Identify specific a HR Reporting formats and requirements - Preparing monthly transformation reports - Use HR Information strategically in determining current and future people's risks and priorities for the Business Department of Section. - Staying abreast of regulatory changes and reporting implications in respect of the relevant business units. - Maintaining and distributing monthly reports to relevant stakeholders- Collate different reports to produce and prepare the Transformation report in a form of a dashboard using pivots and macros on Microsoft excel.- Facilitate meetings with relevant stakeholders to discuss new requirements for the reports- Report writing on SAP EPI-USE- Optimize and automate reports using excel - Escalate and communicate material risks that could impact the broader Business Unit.- Show less

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  Self employed

  Apr 2016 - Dec 2016

  Ex: HR Analyst
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  Royal Bafokeng Platinum

  Jan 2017 - May 2017

  HR Consultant

  - Review the KPI’s and send for approval to HR Executive. - Integrate data from Line Managers for compliance to the Performance Management process.- Oversee the Performance Appraisal process- Salary benchmarking- Salary reviews from CEO to administrator level• Collating data to calculate performance scores at the end of each year• Produce reports and calculate the annual salary increase and performance bonuses for the Executive Management and their supporting staff• Produce reports with calculated incentive amounts base on individual performance• Calculate and benchmark annual salaries based on Market Median reports • Produce annual salary increment and bonus letters for all employees• Handle queries relating to calculation of salary increase and performance bonuses• Distribute the Package Structuring Tool to all employees and assist them with completion • Write motivation letter relating to salary adjustments or employee movements for Executive HR’s approval• Prepare presentation for the RemCo meeting• Prepare and print RemCo meeting packs for the Board members• Prepare share options report and submit upload to the investment company Show less

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  HXP Staffing Solutions

  May 2018 - Jul 2018

  Site Supervisor
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  Tiger Brands

  Aug 2018 - Nov 2023

  Design and manage the development of content, standardized guidelines, forms, templates, processes, and governances for improved operations excellence, to enable business performance.Promote, expand and continuously improve operations excellence.Develop compliance between HR policies and systems. Implement, evaluate and analyze internal HR audits and identify operations excellence opportunities through external benchmarking.Support and promote quality management processes and information.Create, maintain and optimize the HR portal, standard forms, RAPIDs, and DOAs.Measure customer satisfaction to drive improvements.Identify the most and least efficient HR process, forms, RAPIDs, DOAs, and other operational channels to inform future prioritization.Driving process efficiency and improvements.Work with the HR Digital Transformation & Ops Excellence Manager to develop a process management framework Show less • Validate HR master data and facilitate data clean-up• Build and present standardized HR reports to the relevant stakeholders• Monitor late terminations to minimize Revenue Leakage• Analyze potential revenue losses due to late terminations and report to the HR Leadership team• Prepare and compile the Employee Equity report• Work with IT Support to stabilize the leave management system• Ensure all HR Shared Services business processes are reviewed and updated including leave administration• Facilitate the HR Administration best practice monthly workshops• Provide functional support to the HR Shared Services business• Provide DocuSign user technical support• Led the project to develop the induction program for Shared Services• Maintain the employee onboarding process within the shared Services• Assist with developing new operational guidelines for HRSS to be incorporated in the training materials• Document Quick Reference Guidelines for end users including short videos Show less

  • HR Operations Officer: Operations Excellence

    Feb 2022 - Nov 2023

  • HR Operations Officer: Governance

    Aug 2018 - Feb 2022
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  Omnia Holdings

  Dec 2024 - now

  Shared Services Supervisor