The Head – People & Culture will lead and manage the organization's people strategy, operational efficiency, and overall workforce management. The ideal candidate should have prior experience in KPO, outsourcing, CPA firms, or similar professional services environments, with strong expertise in team management, operational processes, talent development, and performance management.
Key Responsibilities
People Management
- Develop and implement people strategies aligned with the organization's growth objectives
- Build a strong organizational culture focused on collaboration, accountability, and performance
- Manage employee relations, retention strategies, and conflict resolution
- Design training and development programs to upskill teams
Operations Management
- Oversee day-to-day operations to ensure efficiency, productivity, and quality delivery
- Implement and improve operational processes, workflows, and SOPs
- Monitor team productivity, resource allocation, and project timelines
- Establish KPIs, dashboards, and performance tracking systems
Strategic Leadership
- Partner with senior management to develop operational strategies for growth and scalability
- Act as the primary point of contact for client coordination, ensuring smooth communication between internal teams and clients
- Identify opportunities for process improvement, automation, and cost optimization
- Ensure compliance with industry standards, policies, and regulations
Required Qualifications
- Bachelor's or Master's degree in Business Administration, HR, or related field
- 8+ years of experience in operations and people management within KPO, outsourcing firms, CPA firms, or professional services
- Strong leadership and team management experience
- Excellent understanding of operational processes, workforce planning, and performance management
- Strong communication, problem-solving, and decision-making skills
Preferred Skills
- Experience working with international clients (US/UK/Australia)
- Knowledge of process improvement frameworks and operational analytics
- Ability to manage large teams and cross-functional departments
- Strong stakeholder management and leadership skills
What We Offer
- Opportunity to lead people and operations strategy in a growing organization
- Collaborative and dynamic work environment
- Competitive compensation and growth opportunities
