Position Summary
The Programme Director is the single point of accountability for Truworth Wellness's EAP engagement with SBI. Deployed at the Bank's Corporate Centre, this role serves as the senior escalation point for the account, the primary interface with SBI's HR Department, and the owner of programme governance, stakeholder alignment, and strategic oversight across the full lifecycle of the engagement — from implementation through steady-state delivery, contract renewal, and eventual transition-out. The Programme Director is directly accountable to the Bank for SLA adherence, governance discipline, and the quarterly performance outcomes on which contract payments are conditioned.
Key Responsibilities
Client Governance & Stakeholder Management
- Act as the Bank's senior escalation point and primary accountability owner for all aspects of the EAP engagement.
- Serve as the primary interface between Truworth Wellness and SBI's HR Department on programme governance, stakeholder alignment, and strategic direction.
- Chair/lead the Programme Steering Committee and monthly Operational Review Meetings with the Bank's designated Programme Manager and other stakeholders.
- Ensure Minutes of Meeting are circulated within 5 working days of each governance forum, and own the consolidated action tracker through to closure.
- Represent the programme in leadership-level reviews, audits, and any ad hoc governance requirements raised by the Bank.
Service Delivery & SLA Ownership
- Own end-to-end delivery of the scope of work: 24×7 counselling and crisis intervention, wellbeing programmes, the Holistic Health Champion Programme, webinars, and awareness campaigns.
- Monitor SLA and KPI performance continuously; drive corrective action on any shortfall to avoid penalties or liquidated damages, and to secure release of quarterly performance-linked payments.
- Oversee the implementation and onboarding plan in Year 1 (platform configuration, HRMS/SSO integration, counsellor mobilisation, launch sessions) and, at contract end, the transition-out plan, knowledge transfer, and data wipe-out certification.
- Ensure continuity of care for employees under active counselling in the event of any transition to a successor provider.
Reporting, Analytics & Compliance
- Ensure timely submission of monthly, quarterly, and annual programme reports, and the quarterly performance certificate required for payment release.
- Own the accuracy and governance of the centralised analytics dashboard, including weekly data refresh and segmentation across Bank-defined dimensions.
- Ensure the programme's data privacy and confidentiality practices comply with the DPDP Act 2023, the Bank's information-security requirements, and Truworth's ISO 27001 obligations.
- Oversee the annual wellbeing survey and impact assessment, and present aggregated, de-identified findings and improvement roadmaps at Circle, AO, and organisational levels.
Team & Account Leadership
- Lead and performance-manage the dedicated Account Management team, technical/platform manager, and coordination with the clinical/counselling panel supporting SBI.
- Own resourcing and continuity for the account, including managing any key-personnel changes through the Bank's prior-notification and approval process.
- Build internal readiness for scale — pan-India service delivery, multilingual counselling, and nationwide referral network coordination.
Required Qualifications & Experience
- Minimum 10 years of experience in EAP/ employee wellbeing,/behavioural health, or related domains.
- Proven experience managing large, enterprise-scale accounts, ideally with PSU, banking, or BFSI-sector clients, including exposure to formal vendor governance frameworks.
- Postgraduate qualification in Psychology, Human Resources, Business/Public Health Management, or a related field is preferred.
- Working knowledge of SLA-based managed-services contracts, data privacy regulation (DPDP Act 2023), and information-security frameworks such as ISO 27001.
- Demonstrated ability to engage confidently with senior stakeholders (DGM level and above) and to run structured governance forums.
- Strong command of programme reporting, dashboards, and outcome-based/KPI-linked performance management.
Key Competencies
- Executive stakeholder management and senior-level relationship building.
- Programme and vendor governance discipline — meeting cadence, documentation, action tracking.
- Commercial acumen — understanding of SLA/KPI-linked, performance-based payment structures.
- Crisis-management orientation and sound judgement on escalations.
- Data-driven decision-making, with comfort reading and presenting utilisation and outcome analytics.
- High personal discretion and commitment to confidentiality and data privacy.
Key Performance Indicators
- SLA and KPI compliance across all quarterly delivery cycles.
- Successful, on-schedule conduct of Programme Steering Committee and Operational Review Meetings.
- Timeliness and quality of monthly, quarterly, and annual reports and dashboards.
- Employee utilisation, engagement, and satisfaction trends against annual targets.
- Zero material findings on data privacy, confidentiality, or ISO 27001 compliance.
- Achievement of quarterly performance certification required for release of contract payment.
