Human Resources Director

Your Role and Responsibilities

As a critical member of our senior leadership team, you will be responsible for ensuring the delivery of high-quality services, efficient resource management, effective issue resolution, and oversight on compliance and audit. You will play a key role in driving continuous improvement and automation across all areas of the account, while also managing a team of account leaders.

Key Responsibilities

1. Delivery Management

Lead a group of accounts, ensuring optimal service delivery performance and efficient resource management.

Responsible for delivery of services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives.

Collaborate with internal stakeholders and external partners to ensure successful account delivery.

2. People Management

Responsible for providing direction to multiple managers, and high level direction to delivery employees.

Develop and execute succession plans to ensure smooth leadership transitions.

Implement strategies to prevent attrition and improve employee retention.

Foster a positive and inclusive work environment.

3. Transformation and Continuous Improvement

Develop and implement improvement efforts on all areas of the account based on specific priorities and action plans.

Achieve transformation and continuous improvement targets and ensure accountability.

Collaborate with account teams and stakeholders to identify and implement transformation opportunities.

4. Critical Issue Resolution (Crit Sit)

Lead the resolution of critical issues affecting account performance or client satisfaction.

Coordinate with account teams, internal stakeholders, and external partners to resolve issues.

Develop and implement corrective actions to prevent recurrence.

5. Compliance and Audit (internal and external)

Ensure compliance with IBM's policies, procedures, and regulatory requirements

Identify and mitigate potential compliance risks

Collaborate with internal and external auditors to ensure a successful audit outcomes

Qualifications:

• Experience in handling a minimum of 300 employees and supporting end-to-end HR requirements.
• Strong background in HR Process (EDM, Compensation & Benefits, Payroll) with hard-core HR service delivery in a client external facing capacity
• At least minimum 18 years in service of experience in a BPO
• SOW Projects: Manage large scale project with clear deliverables and timelines