People Operations Lead

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.

1. 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

1. 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

1. 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

1. 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

1. 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

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