Head Human Resources (Tech Support Business)

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.

Key Requirements

• 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.