HR Business Partner, Principal

About the Role

We are looking for an experienced and strategic Principal HR Business Partner to support our Customer Success function. In this high-impact role, you will act as a trusted advisor to business leaders, playing a pivotal role in shaping people strategies and delivering HR solutions aligned with business priorities.

The ideal candidate brings strong expertise in employee relations, supporting global stakeholders, and a deep understanding of BPO or Customer Support environments. You will also work closely with various HR Centres of Excellence (COEs) to deliver seamless and impactful HR initiatives.

This role will be based on Hyderabad, and the person will be required to work from 1 PM to 10 PM in the office, Monday through Friday.

Key Responsibilities

• Serve as a strategic partner to business leaders, understanding their goals and aligning HR strategies to drive business success
• Collaborate closely with global stakeholders to align local people strategies with broader organizational objectives

• Lead complex employee relations (ER) cases, managing investigations, grievances, disciplinary actions, and conflict resolution with a focus on fairness, consistency, and business alignment
• Partner with legal, compliance, and leadership teams to ensure ER practices are risk-mitigated, culturally aligned, and compliant with Indian employment laws and global standards

• Proactively identify ER trends and risks, and develop action plans to mitigate them
• Partner closely with global stakeholders and regional leadership teams, navigating cultural and time zone differences with ease
• Collaborate with HR COEs to co-design and execute HR initiatives
• Support workforce planning, talent management, organizational transformation initiatives, including reorganizations, talent evolution, and cultural transitions
• Analyze people data and insights to influence decision-making and improve employee experience
• Facilitate performance management, coaching, succession planning, and development discussions to build leadership and team capability
• Champion and lead HR projects and continuous improvement initiatives

• Foster a culture of inclusion, engagement, accountability, and high performance

Qualifications

• 10+ years of progressive experience in HR roles, including HR Business Partnering
• MBA or equivalent postgraduate qualification in HR is an advantage
• Strong track record in Employee Relations, including handling complex cases, investigations, and disciplinary processes
• Experience supporting BPO or customer support operations is essential
• Proven experience working with global stakeholders in a matrixed environment
• Demonstrated experience in launching new sites to support global business operations is highly desirable
• Strong knowledge of Indian labour laws and compliance practices
• Strong interpersonal skills and communication skills, and ability to influence across different levels and geographies
• Ability to think strategically as well as a knack for operational excellence

• Ability to manage complexity, confidentiality, discretion, and sound judgment
• Proficiency in MS Office and Workday is a plus