Role Overview
We are seeking a Director / Sr. Director – Human Resources for a BPO Business to lead the people strategy and HRBP charter for its large customer support delivery organization in India (based out of Chennai).
This role requires a strong business partner who can collaborate closely with the Business Head, Delivery Leaders, and Global HR to design and implement HR programs that enable business growth, build leadership capability, and foster an engaging and high-performance culture.
Key Responsibilities
Strategic HR Business Partnering
- Act as a strategic advisor to the BPO business leadership on organization design, manpower planning, talent management, and workforce effectiveness.
- Partner with business heads to align HR strategies with business goals, ensuring people priorities directly support growth, quality, and customer-centric outcomes.
- Drive organizational change initiatives in alignment with business transformation, automation, and digital initiatives within the BPO function.
Talent Management & Workforce Planning
- Lead end-to-end workforce planning for large-scale BPO operations, including ramp-ups, attrition control, and engagement strategies.
- Build strong talent pipelines for leadership and critical roles; implement succession planning and internal mobility programs.
- Collaborate with Talent Acquisition for volume and leadership hiring in line with forecasted business needs.
Employee Engagement & Retention
- Design and drive employee experience and engagement programs to build motivation, recognition, and belonging within large delivery teams.
- Partner with operations to strengthen employee communication, grievance redressal, and engagement at the floor level.
- Implement retention and career progression frameworks tailored to the BPO environment (voice, chat, and support roles).
Performance Management & Capability Building
- Drive performance management cycles, goal setting, and talent calibration in collaboration with business and HR COEs.
- Strengthen leadership capability through targeted development interventions and learning programs for team leads, managers, and delivery heads.
- Promote a culture of continuous feedback and accountability.
Compensation, Compliance & HR Operations
- Partner with Compensation & Benefits and HR Operations teams to ensure competitive pay structures, compliance with statutory requirements, and efficient HR service delivery.
- Monitor HR metrics (attrition, absenteeism, internal mobility, diversity, training coverage, etc.) and drive corrective actions.
- Ensure HR processes and policies are aligned with corporate standards and tailored for operational excellence
Culture & Employer Branding
- Champion organization's values and drive diversity, inclusion, and employee well-being initiatives across the BPO organization.
- Collaborate with Corporate HR to enhance employer brand visibility and position the organization as an employer of choice in the BPO domain.
Key Requirements
- Experience: 15+ years of HR experience with at least 5 years in a senior HRBP / HR Head role managing large operations (4,000+ employees) in a BPO / ITES / CX services environment.
- Education: MBA / PGDM in Human Resources or equivalent.
- Strong understanding of HR business partnering, workforce analytics, engagement frameworks, and talent management practices.
- Proven ability to partner with business and lead large cross-functional HR teams in a fast-paced, global environment.
- Hands-on leader with excellent interpersonal skills, agility, and a bias for execution.
- Experience managing HR for multi-shift and 24x7 operations will be a distinct advantage.
