Our client is a global customer experience consulting service provider disrupting the industry with solutions that enable businesses to scale globally while achieving top customer satisfaction. They are focused on the industries of Travel & Hospitality, Logistics, Insurance, Healthcare, Financial Services, and other Tech Businesses. Our client offers delivery in 10 different countries, in 32 languages, with over 29,000 agents. They believe that great customer experiences begin with great human experiences and put their team first to ensure this is achieved.
This executive will partner with senior leadership to align workforce priorities with business growth, operational performance, and the employee experience. The role will oversee key HR functions, including employee relations, talent management, leadership development, performance management, compensation and benefits, and HR compliance, while partnering closely with Talent Acquisition and operational leaders.
The successful candidate will combine strategic leadership with practical execution and bring experience supporting a large, diverse workforce in a fast-paced, service-driven environment.
Key Responsibilities
HR Strategy and Executive Partnership
- Develop and execute an HR strategy that supports business objectives, organizational growth, and operational needs.
- Serve as a trusted advisor to executive leadership on workforce planning, organizational design, talent, and employee matters.
- Translate business priorities into actionable people initiatives with clear measures of success.
- Lead and develop the HR leadership team, strengthening accountability, service quality, and business partnership.
- Manage HR budgets and resources to ensure effective and efficient delivery of services.
Talent Management and Leadership Development
- Build talent management and succession planning programs that strengthen leadership capability and organizational readiness.
- Partner with Talent Acquisition and business leaders to align hiring priorities with workforce demand and growth plans.
- Oversee performance management processes that promote clear expectations, consistent feedback, and employee development.
- Partner with Training and operational leaders to identify capability gaps and support development programs.
- Strengthen internal mobility and career development opportunities to retain high-performing employees.
Employee Relations and Engagement
- Oversee employee relations practices that promote fair treatment, consistent decision-making, and timely resolution of concerns.
- Provide executive guidance on complex employee matters, investigations, and escalations.
- Develop strategies to improve employee engagement, retention, and the overall employee experience.
- Partner with operational leaders to address attrition, attendance, and other workforce challenges.
- Promote an inclusive workplace culture grounded in respect, accountability, and open communication.
HR Operations and Compliance
- Oversee the delivery of consistent, responsive HR services across assigned locations and business units.
- Establish and maintain HR policies, procedures, and governance aligned with applicable employment laws and business requirements.
- Partner with legal and compliance teams to identify and manage employment-related risks.
- Ensure accurate HR records, effective HR systems, and appropriate handling of confidential employee information.
- Use workforce data and HR reporting to identify trends, guide decisions, and measure the effectiveness of people initiatives.
Compensation and Benefits
- Oversee compensation and benefits strategies that support talent attraction, retention, internal equity, and financial objectives.
- Partner with business and finance leaders on workforce costs, compensation planning, and annual review processes.
- Evaluate market competitiveness and recommend adjustments to reward programs as needed.
- Ensure compensation and benefits practices are communicated clearly and administered consistently.
Organizational Change and Continuous Improvement
- Lead the people-related aspects of organizational change, business expansion, and operational transformation.
- Support leaders in communicating and implementing changes effectively across the workforce.
- Improve HR processes, systems, and service delivery through technology, automation, and continuous improvement.
- Balance consistent HR standards with the needs of local markets and operating teams.
Requirements
- Extensive progressive HR leadership experience, including senior executive responsibility within BPO, contact center, customer experience, shared services, or a comparable labor-intensive service environment.
- Demonstrated experience supporting a large, geographically dispersed workforce across multiple sites or business units.
- Strong knowledge of HR strategy, employee relations, talent management, organizational development, compensation and benefits, and HR operations.
- Experience addressing workforce challenges in a high-volume, fast-paced operating environment, including retention, engagement, and leadership capability.
- Proven ability to advise senior executives and align people strategies with business and financial priorities.
- Experience leading and developing HR teams and managing complex cross-functional initiatives.
- Strong understanding of applicable employment laws, HR compliance, and employee relations practices within the markets supported.
- Ability to interpret workforce metrics and translate insights into practical business actions.
- Strong communication, stakeholder management, influencing, and change management skills.
- Sound judgment, discretion, and the ability to handle sensitive matters with professionalism and integrity.
Preferred Qualifications
- Experience supporting multinational BPO/CX operations.
- Experience leading HR transformation, HR technology implementation, or shared services improvement.
- Experience supporting business expansion, organizational restructuring, or acquisition integration.
- Relevant professional HR certification or an advanced degree in human resources, business administration, or a related field.