Head – Human Resources

4 days ago

Chennai, India Spot Your Leaders & Consulting Full time

Key Requirements - Experience: 15+ years of HR experience with at least 5 years in a senior HRBP / HR Head role managing large operations (2,000+ employees) in a Tech Support / BPO / CX services / IT operations setup. - 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. Key Responsibilities Strategic HR Business Partnering - Act as a strategic advisor to the Tech Support 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 organization change initiatives in alignment with business transformation, automation, and digital initiatives in the Tech Support function. Talent Management & Workforce Planning - Lead end-to-end workforce planning for large-scale Tech Support operations, including ramp-ups, attrition control, and engagement strategies. - Build strong talent pipelines for leadership and niche tech support 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 support environment (voice, chat, tech-enabled 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.

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