Industry:
Business Process Outsourcing (BPO) / Contact Centre services. This role sits at the intersection of people operations and frontline delivery, supporting high-volume customer service & operations teams across India.
Role:
Deputy Manager, HR Business Partner (BPO) — On-site, India. We are hiring a hands-on HRBP to drive operational HR programs, strengthen frontline manager capability, and partner with operations leaders to deliver business outcomes.Role & Responsibilities
- Act as the primary HR Business Partner for one or more BPO delivery units—translate business priorities into HR plans and measurable people outcomes.
- Drive employee relations and industrial relations case management—investigate issues, implement corrective actions, and minimise risk while ensuring compliance with Indian labour laws.
- Lead workforce planning, attrition reduction initiatives, and capacity optimisation in partnership with operations and talent acquisition.
- Implement and manage performance management cycles, calibration forums, promotion recommendations, and structured career-pathing for frontline and middle-management roles.
- Operationalise compensation & benefits programs, incentive plans and variable pay administration aligned to business KPIs.
- Use HRIS and people analytics to produce dashboards, trend analysis, and proactive interventions that improve productivity and employee engagement.
Skills & Qualifications
Must-Have
- Bachelor’s degree in Business/HR or related field and 5–8 years of progressive HR experience, including minimum 2–3 years in BPO HR or contact-centre environments.
- Proven experience as an HR Business Partner advising senior operations leaders and driving measurable business outcomes.
- Demonstrated expertise in employee relations, disciplinary investigations, and labour-compliance in India.
- Hands-on experience with HRIS implementations and day-to-day HRIS operations (preferably SAP SuccessFactors or Workday).
- Strong capability in workforce planning, attrition management, performance frameworks, and incentive/compensation administration.
- Data-driven decision-making with experience in people analytics and HR metrics (turnover, absenteeism, productivity).
Preferred
- MBA (HR) or advanced HR certification (SHRM/PHR/CHRP).
- Experience with large-scale change programs, vendor-managed services, or HR shared-services in a BPO context.
- Familiarity with union/collective bargaining processes and industrial relations strategy.
Benefits & Culture Highlights
- On-site, high-impact role with direct exposure to senior operations leadership and measurable impact on delivery KPIs.
- Career growth into senior HRBP or HR Center of Excellence roles; structured learning and certification support.
- Performance-linked incentives, employee wellbeing initiatives, and a fast-paced, metrics-driven culture.
Interested candidates in India who thrive in operationally intensive BPO environments and can combine hands-on HR execution with strategic partnering should apply. This role reports to the Senior HR leadership and requires strong stakeholder management, decisiveness, and a bias for measurable outcomes.
Skills: compensation and benefits,workforce planning,sap successfactors,bpo,employee relations,performance management
