About DPDzero
At DPDzero, we are building India's best Collection Infrastructure.
Imagine $230Bn gets disbursed as loans every year, yet there are very few mechanisms in place to ensure efficient recovery. That is the gap we are bridging.
We are a full-stack collection infrastructure, utilizing AI and Data to track and act efficiently at the borrower level. As of now, DPDzero is trusted by industry leaders like IndusInd Bank, RBL Bank, L&T Finance, Tata Capital, TVS Credit, Moneyview, Paysense, Snapmint, and others to manage collections from over 1 crore borrowers in India.
DPDzero is backed by top-tier investors including GMO VenturePartners, Blume Ventures, India Quotient, and SMBC Asia Rising Fund.
Role Overview
We are looking for a dynamic and people-centric HR Business Partner (HRBP) to support our Call Center operations. The HRBP will work closely with Operations Leaders and Team Managers to drive employee engagement, performance management, retention strategies, and overall workforce effectiveness in a fast-paced, high-volume environment.
The ideal candidate understands the nuances of contact center operations including attrition management, shift-based workforce planning, productivity metrics, and employee engagement in high-pressure environments.
Key Responsibilities
1. Business Partnering
- Act as a strategic HR partner to Call Center leadership.
- Participate in business reviews and workforce planning discussions.
- Provide HR insights based on attrition trends, absenteeism, productivity, and engagement data.
2. Employee Lifecycle Management
- Oversee onboarding, confirmations, internal movements, and exits.
- Conduct exit interviews and provide attrition analysis with actionable insights.
- Ensure smooth employee transitions across shifts and teams.
3. Performance Management
- Drive goal setting and performance review processes.
- Coach managers on performance improvement plans (PIPs).
- Support in managing low performance and disciplinary cases.
4. Employee Engagement & Retention
- Design and implement engagement initiatives tailored for shift-based teams.
- Monitor employee morale and proactively address concerns.
- Drive recognition programs for high performers.
5. Compliance & Policy Implementation
- Ensure adherence to company policies and labor laws.
- Handle grievance management and disciplinary processes.
- Maintain documentation and compliance standards.
6. Data & Reporting
- Track and analyze key HR metrics:
- Attrition rate
- Absenteeism
- Shrinkage
- Hiring vs. ramp-up effectiveness
- Share periodic HR dashboards with leadership.
7. Talent & Succession Planning
- Identify high-potential employees.
- Support career progression and internal promotions.
- Partner with L&D for skill enhancement programs.
Required Qualifications
- Bachelor's / Master's degree in Human Resources, Business Administration, or related field.
- 48 years of HR experience, preferably in BPO / Call Center / Contact Center environments.
- Strong understanding of high-volume workforce management.
- Experience handling attrition-heavy environments.
Key Skills & Competencies
- Strong stakeholder management
- Data-driven decision making
- Conflict resolution & grievance handling
- High emotional intelligence
- Ability to work in rotational shifts if required
- Strong communication & influencing skills
What We're Looking For
- Someone comfortable working in a fast-paced, target-driven environment.
- Strong understanding of frontline workforce challenges.
- A hands-on HR professional who can balance operational and strategic responsibilitie
