Head - Human Resources (Tech Support/ BPO)

3 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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