Job Description

Job Advert Summary

The People Operations Lead is responsible for overseeing all HR and people-related functions within the Sentinel Control Tower. This role ensures the smooth execution of operational HR processes, effective employee relations, and a positive workplace culture aligned with company values. Acting as the on-site HR partner, the incumbent will provide guidance on performance management, employee engagement, policy compliance, and workforce planning. The People Operations Lead will play a key role in fostering a fair, supportive, and high-performing environment while collaborating closely with the Group COO and broader HR team to drive people excellence and operational effectiveness.

Minimum Requirements

Essential Requirements

5 years HR operations experience, preferably in 24/7 operational environments Proven experience conducting disciplinary hearings and grievance procedures Strong knowledge of South African labour law (BCEA, LRA, EEA) Demonstrated ability to build trust and rapport with operational teams Conflict resolution and mediation skills Emotional intelligence and empathy in high-pressure environments

Key Competencies

HR Technical Skills:

Disciplinary procedures, performance management, policy interpretation

People Leadership:

Coaching, motivation, team engagement

Cultural Intelligence:

Reading team dynamics, setting positive tone

Operational Mindset:

Understanding shift work demands, operational pressures

Courage & Integrity:

Willing to have difficult conversations fairly

Adaptability:

Comfortable working across all shifts and operational conditions

Desirable Experience

Contact center, control room, or 24/7 operations environment Union or collective bargaining exposure Change management or cultural transformation projects Multi-shift workforce management

Duties & Responsibilities

HR Operations & Employee Relations

Conduct disciplinary hearings, grievance procedures, and performance management processes in compliance with company policy and BCEA requirements Provide immediate HR guidance and support to controllers, supervisors, and management on employee relations matters Manage leave administration, roster queries, and employment contract matters Handle day-to-day HR issues, conflicts, and concerns before they escalate Serve as trusted confidential resource for staff concerns and questions

People Management & Support

Own the people management function for Sentinel operations in partnership with the Process Operations Lead (AJ Prolius) Coach and support supervisors and team leaders on effective people leadership Conduct regular one-on-one check-ins with controllers to monitor wellbeing and engagement Facilitate team meetings, feedback sessions, and conflict resolution Act as employee advocate ensuring fair treatment and dignity

Culture Guardian & "Vibe Setter"

Set and maintain the cultural tone in the control tower - balancing performance expectations with human-centred support Design and implement recognition programs, team engagement initiatives, and morale-building activities Monitor team sentiment and proactively address cultural issues Create safe spaces for open communication and feedback Champion Project Reconnect principles and sustain improvements

Policy Implementation & Compliance

Ensure consistent, fair application of HR policies and procedures across all shifts Maintain documentation and records for all people management activities Monitor BCEA compliance (working hours, rest periods, overtime) Conduct regular audits of roster practices, leave management, and policy adherence Escalate policy interpretation questions to Group HR when needed

Learning, Development & Performance

Coordinate on-boarding and integration of new controllers Support performance improvement plans with clear, developmental approach Facilitate skills development and career conversations Track training needs and coordinate learning interventions * Support succession planning for supervisory roles