Head of People & Culture [Suva]

---

Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

Provide leadership and oversight to the P&C department, ensuring the effective management of all P&C functions, fostering a positive work environment that supports staff retention and engagement, and driving HR initiatives aligned with the organization's goals.

Outcomes

Organisational Stakeholders
1. P&C Department and Team Management
Provide leadership and oversight to the P&C department, ensuring effective management of all P&C functions including talent acquisition, onboarding, learning & development, employee relations, record management, people analytics, reward and compensation, engagement and retention, and talent management. Develop and implement comprehensive P&C strategies, policies, and procedures aligned with Centrecom's organizational goals and objectives. Provide guidance and support to P&C Managers and other P&C staff members to drive P&C initiatives and foster a collaborative and high-performing P&C team. Stay updated on the latest industry trends, best practices, and emerging models and principles in the field of P&C to drive continuous improvement.
2. Talent Acquisition & Onboarding
Develop and implement talent acquisition strategies, ensuring Centrecom attracts and retains high-quality employees. Collaborate with hiring managers to identify staffing needs, oversee recruitment processes, and ensure compliance with relevant policies and legal requirements. Develop and implement effective onboarding programs to ensure a smooth transition for new hires, promote engagement, and accelerate their ability to contribute to the organization.
3. Learning & Development
Design and execute learning and development programs to enhance employee skills, knowledge, and capabilities. Collaborate with managers to identify training needs and work with partners to deliver relevant training programs, workshops and e-learning programs.
4. Employee Relations & Compliance
Oversee employee relations activities, including conflict resolution, grievance handling, and disciplinary actions. Ensure compliance with employment laws and promote fair and ethical practices across the organization. Maintain a comprehensive understanding of employment laws, compliance requirements, and industry-specific regulations relevant to the BPO industry.
5. HR Systems & Record Management
Develop and implement modern HR systems and processes to effectively manage HR operations, promoting integration and automation to improve efficiency and accuracy. Establish and maintain effective record management systems to ensure accurate and confidential employee data storage. Ensure compliance with data protection and privacy regulations in all record-keeping activities.
6. People Analytics & Data-Driven Insights
Utilize HR analytics and metrics to provide insights on workforce trends, performance, and engagement. Collaborate with stakeholders to make data-driven decisions and implement proactive P&C strategies. Maintain competence with HR data and metrics to identify trends, evaluate P&C initiatives, and optimize P&C practices.
7. Reward, Recognition & Compensation
Develop and manage employee reward and recognition programs, including compensation, benefits, and performance-based incentives. Ensure the organization's reward programs are competitive and aligned with market trends and industry standards.
8. Employee Engagement & Retention
Foster a positive work environment and develop initiatives to enhance employee engagement and retention. Implement strategies to measure and improve employee satisfaction, well-being, and work-life balance. Create a shared purpose, nurture people's development, amplify their voice, and promote well-being.
9. Talent Management & Succession Planning
Develop and implement talent management strategies, including succession planning, performance management, and career development programs. Identify high-potential employees and provide opportunities for growth and advancement within the organization.

Responsibilities - Critical Competencies

Competence	Description
Business
Business Performance	Manage the performance of the organisation.
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Resource Management	Deliver results through the efficient and effective allocation and use of supplies , equipment and people.
People
Leadership	Utilise a leadership position to influence people and events and to increase performance.
Team Orientation	Work in a team towards a common aim.

Qualifications

Qualification	Discipline	Notes
Preferred
Degree	Management/ Human Resources Management or relevant discipline.

Work Knowledge and Experience

1. Proven experience in a senior HR leadership role with comprehensive understanding and demonstrated expertise across all HR functions including talent acquisition, onboarding, learning & development, employee relations, record management, people analytics, reward and compensation, engagement and retention, and talent management.
2. Deep knowledge of employment laws, compliance requirements, data protection regulations, and industry-specific regulations relevant to the BPO industry, with demonstrated ability to ensure organizational compliance and promote fair and ethical practices.
3. Strong competence in HR data analytics, metrics, and reporting, with proven ability to utilize insights to identify workforce trends, evaluate P&C initiatives, and make data-driven decisions that support organizational goals.
4. Proficiency in HRIS software and analytical tools, with demonstrated experience in implementing modern HR systems, promoting integration and automation, and driving digital transformation to improve efficiency and accuracy in HR operations.
5. Experience in Contact Centres, large retail, or hospitality businesses is preferred, with demonstrated ability to thrive in fast-paced, dynamic environments while managing high workloads and adapting to changing business needs.
6. Degree in Human Resources or a related field, or commensurate industry experience demonstrating equivalent knowledge and capability in P&C leadership.

Requirements

Professional Associations
Membership of FHRI
Regulatory Compliance Requirements
Strong organization skills with a problem-solving attitude.. Excellent written and verbal communication skills.. Attention to detail.
Excellent written and verbal communication skills.. Attention to detail.

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Achiever	Puts in effort to achieve a desired result or goal and is motivated by this end and the overall accomplishment.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Empathic	Has the ability to understand somebody else's feelings or difficulties.
Extrovert	Outgoing and showing interest in events going on around them, particularly people, new experiences and changing situations.
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Realistic	Shows concern for facts and reality, rejecting the impractical.
Team Oriented	Enjoys being with others as part of a group or team.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Decisive	Reaches conclusions, promptly and firmly.
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Flexible/Adaptable	Readily accommodates changing circumstances, modifying own behaviour and/or views. Able to adjust easily to new conditions.
Holistic thinker	Considers issues/situations as a whole rather than analysing or dissecting the parts.
Initiative	Takes action and makes decisions without the help or advice of other people.
Well organised	Controls tasks in a well thought out and critical manner.

Apply Now