Elizabeth Jandles

1. Project History: Turnkey BPO Partnership for a Specialised Fleet Management Contact Centre Client Context: Engaged by a leading financial services client to provide a Business Process Outsourcing (BPO) solution through Managed Service Provider (MSP) arrangements, supporting their specialised Fleet Management Contact Centre operations. Project Scope: A comprehensive BPO engagement where we deployed and managed 80 contact centre agents across various specialised roles. Unlike a traditional recruitment project, these agents remained employed by us, fully managed under the MSP model, with all associated risk, liability, and workforce management responsibilities retained by our organisation. Our role was to deliver a skilled, fully operational workforce aligned with the client’s business objectives under a five-year contract governed by a detailed Statement of Work (SOW). Objectives: • Deliver a turnkey, scalable Contact Centre service with highly trained staff dedicated to the client’s Fleet Management operations. • Assume full workforce management accountability, including recruitment, employment, compliance, training, and performance management. • Enable the client to focus on core business activities while ensuring operational excellence through our managed services. • Meet strict SLAs with timeline-driven staffing and onboarding requirements. Timeframe: Full deployment of the 80-member contact centre team within 60 days from contract signing. Key Challenges: • Rapid scaling and onboarding of a large, skilled workforce under a compressed timeline with zero compromise on quality. • Managing employment, compliance, and risk exclusively under our MSP responsibility, including thorough background checks consistent with financial services standards. • Ensuring ongoing operational support and workforce management aligned with clientspecific service level agreements (SLAs). Approach & Execution: • Mobilised a dedicated MSP team to handle end-to-end staffing, employment, and operational management. • Implemented streamlined recruitment and onboarding processes tailored for rapid deployment. • Maintained close collaboration with client leadership to monitor SLAs and continuously optimise workforce performance. • Integrated robust compliance management and background screening within MSP frameworks to mitigate risk. Outcome: • • • • Delivered a high-performing, compliant, and fully managed 80-agent Contact Centre workforce within 60 days. Embedded scalable MSP infrastructure to ensure accountability and agility over the fiveyear contract. Enabled the client to achieve their Fleet Management Contact Centre objectives with minimum operational risk and maximum service reliability. Created a replicable model for future BPO/MSP engagements in regulated sectors. 2. Project History: Nationwide Recruitment for a Leading Telecommunications Provider Project Scope: Our client, a major player in the Telecommunications sector specialising in fibre to the home (FTTH) and fibre to the business (FTTB) infrastructure, engaged us to support a largescale recruitment initiative across the country. This strategic client expansion required us to recruit a broad spectrum of talent, ranging from junior to senior management roles, to support their growth into new regions. Challenges: • Sourcing qualified candidates in remote and underserved areas presented significant logistical challenges. • Budget constraints required us to optimise resources without compromising candidate quality. • Tight timeframes demanded efficient sourcing and onboarding processes. Our Approach and Solutions: • Leveraging an extensive national network and recruitment channels, we sourced highcalibre candidates across diverse geographies. • Comprehensive candidate screening, including detailed background checks and assessments, ensured alignment with the client’s standards and cultural fit. • Contract negotiations were handled sensitively and effectively, balancing candidate expectations with budgetary requirements. Results: • Successfully filled the majority of junior and senior management roles within the agreed recruitment timeline. • Demonstrated exceptional ability to execute nationwide recruitment projects, overcoming geographic and financial challenges. • Enabled the client to seamlessly expand their fibre infrastructure into new regions with the right leadership and talent in place. This project highlights our capability and resilience in managing complex recruitment drives on a national scale, affirming our position as a trusted partner in large infrastructure talent acquisition. 3. Project History: Executive Search and Scarce Skills Recruitment for a Leading Global Mining and Manufacturing Group. Our client is a prominent global company listed on the Johannesburg Stock Exchange (JSE) and the A2X securities exchanges. With a physical presence in 26 countries, distribution spanning more than 40 countries from over 60 distribution centres, and a workforce exceeding 3,700 employees, they operate across mining, manufacturing, agriculture, and chemical industries. The client’s core segments include agriculture (fertilisers and agri-biostimulants), mining (blasting solutions, metallurgy), and chemicals (watercare, consumer care, food and pharmaceuticals, animal nutrition, coatings, adhesives, solvents, and oil and gas). Our partnership spans a broad portfolio of critical roles, including Managing Director - Africa, Global Technical Manager - Mining, Finance Director, Chief Information Officer, Group IT Governance Head, Head of Marketing and Communications, Group Compliance Manager, SHERQ Manager, CBS Technician, GIS Specialist, Agronomist, MMU Manager and Soil Scientist. This diverse spectrum exemplifies our capability to deliver across multiple disciplines and seniority levels within a single client ecosystem. Dual Recruitment Methodologies: Given the varied nature of these roles, we have applied both Executive Search and Scarce Skills recruitment methodologies — distinct approaches tailored to each mandate. Executive Search involves targeted, confidential outreach to senior leadership and specialist candidates, leveraging deep market insights and relationship networks. Scarce Skills recruitment focuses on sourcing niche technical talent through proactive, innovative sourcing channels and robust candidate assessments. Competitive Differentiator: Operating on the client’s approved panel of agencies, we compete directly with globally reputable firms such as CA Global and Robert Walters. Our consistent delivery excellence and deep sector expertise have elevated us to a preferred partner status for Executive Search and Scarce Skills mandates within their business. Impact: • Successfully placing a wide range of executive and specialist roles, enabling the client to sustain leadership in innovation, compliance, operational efficiency, and growth. • Demonstrating agility in navigating complex recruitment challenges across different functions and regions. • Reinforcing our reputation as a trusted talent acquisition partner in a highly competitive agency landscape. This use case underlines our breadth and depth in managing multifaceted recruitment projects globally — combining differentiated methodologies with proven delivery to support a diversified industrial leader’s strategic human capital needs.