HR Head

Role OverviewThe GM/DGM/AGMHR in a BPO is a senior leadership role responsible for driving the overall HR strategy and ensuring alignment between human resources practices and business objectives. The position focuses on talent management, employee engagement, performance management, compliance, and HR operations for a large and dynamic workforce operating in shifts and high-volume processes.Key Responsibilities:1. Strategic HR ManagementDevelop and implement HR strategies that support business goals and growth plans of the BPO.Partner with senior management to align HR initiatives with organizational objectives.Drive culture-building initiatives to strengthen employee engagement and retention.2. Talent Acquisition & Workforce PlanningOversee end-to-end recruitment for mass hiring, lateral recruitment, and leadership hiring.Ensure timely onboarding and workforce deployment as per process requirements.Collaborate with operations teams to forecast manpower needs.3. Performance Management & KPI/KRA ImplementationDesign and implement performance appraisal systems based on defined KPI/KRA metrics.Facilitate regular performance reviews and ensure differentiation in rewards.Coach managers on performance improvement and succession planning.4. Employee Relations & EngagementMaintain a positive and productive work environment through effective employee relations.Manage grievance handling, disciplinary actions, and conflict resolution.Design engagement programs to improve morale and reduce attrition.5. Learning & DevelopmentIdentify training needs and oversee learning programs to build leadership and functional capabilities.Drive initiatives for skill enhancement aligned with business requirements.6. HR Operations & ComplianceOversee payroll, attendance, and benefits administration ensuring accuracy and timeliness.Ensure statutory and legal compliance under labor laws and company policies.Maintain proper HR documentation, audits, and reporting.7. Leadership & Team ManagementLead and mentor the HR team across various verticals (Recruitment, Operations, L&D, etc.).Foster a culture of collaboration, accountability, and continuous improvement.Key Skills & Competencies:Strategic HR Planning & ExecutionExcellent understanding of Domestic BPO/ITES workforce dynamicsEmployee Engagement & Retention StrategiesPerformance Management & KPI/KRA systemsStrong leadership and stakeholder management skillsKnowledge of labor laws, HRIS, and compliance frameworksExcellent communication and interpersonal skills