Job Title: HR Manager – BPO Operations

Location: Vadodara, Gujarat (onsite)

Shift: UK Shift (2PM - 12AM IST)

Experience: 10+ years (with 5+ years in leadership roles within BPO/ITES)

Role Overview:

We are seeking an experienced and dynamic HR Manager to lead end-to-end Human Resources operations in a high-volume, fast-paced BPO environment. This role is critical in driving employee engagement, reducing attrition, ensuring compliance, and aligning HR strategies with business objectives.

The ideal candidate will act as a strategic partner to operations, ensuring workforce stability, operational efficiency, and a positive employee experience across all levels.

Key Responsibilities:

1. High-Volume Onboarding & Workforce Management

Lead end-to-end recruitment coordination, onboarding, and induction for large-scale hiring needs.

Ensure seamless onboarding experience and quick assimilation of new hires into operations.

Partner with operations teams for workforce planning based on business forecasts and client requirements.

2. Attrition Management & Employee Engagement

Design and implement innovative retention strategies and engagement initiatives tailored to BPO environments.

Develop and execute structured Retention Playbooks to reduce employee turnover.

Monitor attrition trends, analyze root causes, and implement corrective actions.

3. Performance Management & Development

Drive performance appraisal cycles aligned with KPIs and client SLAs.

Manage Performance Improvement Plans (PIPs) and support underperforming employees.

Collaborate with L&D teams to implement soft-skills and behavioral training programs.

4. Employee Relations & Grievance Handling

Act as a key mediator to resolve employee grievances in a timely and professional manner.

Foster a positive and inclusive work environment.

Build strong relationships with employees and leadership to enhance trust and transparency.

5. Compliance & Policy Management

Ensure adherence to labor laws, statutory regulations (PF, ESI, etc.), and company policies.

Maintain compliance with regulations related to night shifts and workplace safety, especially for female employees.

Conduct audits and ensure documentation accuracy and readiness.

6. Payroll & Benefits Administration

Oversee payroll processes, including shift allowances, incentives, and statutory deductions.

Ensure timely and accurate salary disbursement.

Manage employee benefits programs such as health insurance and wellness initiatives.

7. HR Operations & HRIS Management

Maintain accurate employee records and ensure data security using HRIS platforms.

Generate reports and dashboards on attrition, performance, and workforce metrics.

Leverage HR analytics to drive decision-making and improve HR effectiveness.

8. Strategic HR Business Partnering

Align HR strategies with organizational goals and operational priorities.

Collaborate with senior leadership and operations managers to improve productivity and engagement.

Support organizational growth through scalable HR practices and policies.

Required Skills & Qualifications:

Education

Bachelor's degree in Human Resources, Business Administration, or a related field.

MBA in HR or equivalent postgraduate qualification preferred.

Experience

10+ years of HR experience, with at least 5+ years in a leadership role within a BPO/ITES environment.

Proven track record in managing high-volume employee bases and reducing attrition.

Technical Skills

Strong proficiency in HRIS platforms and MS Office (especially advanced Excel).

Experience managing payroll processes, compliance, and HR analytics.

Core Competencies

Excellent communication and interpersonal skills.

Strong conflict resolution and negotiation abilities.

Ability to manage multiple priorities in a fast-paced environment.

Strategic thinking with strong execution capabilities.

High level of integrity and confidentiality.

Success Metrics

Reduction in attrition rates

Improved employee engagement scores

Timely and accurate payroll processing

Compliance adherence and audit readiness

Employee satisfaction and grievance resolution turnaround time

Senior Human Resources Manager