Job Description
Lead and elevate the People & Culture function across multiple operational teams, ensuring people strategies effectively support a high-performance, service-driven environment. This role is responsible for strengthening employee experience, enabling leadership capability, and driving initiatives that improve engagement, retention, and organizational effectiveness.
Core Responsibilities
Leadership & Functional Oversight
- Provide direction and leadership to the People & Culture team, ensuring consistent and high-quality delivery of core HR services
- Drive alignment of people initiatives with operational priorities and business goals
- Build a strong, collaborative, and solutions-oriented P&C team culture
People Strategy & Advisory
- Shape and execute people strategies that enhance workforce performance and employee experience
- Partner closely with business leaders to address organizational challenges, support growth, and manage change effectively
- Act as a trusted advisor on all people-related matters
Employee Experience & Engagement
- Design and implement initiatives that strengthen employee engagement, wellbeing, and overall workplace culture
- Use feedback mechanisms (e.g., surveys, insights) to identify opportunities and drive targeted improvements
- Champion a culture that supports inclusion, recognition, and high levels of morale
Learning, Development & Talent Growth
- Identify capability gaps and support the rollout of development programs for leaders and employees
- Strengthen frontline leadership through coaching and capability-building initiatives
- Support career progression, internal mobility, and succession planning efforts
Performance & Talent Management
- Oversee performance frameworks to ensure alignment with business outcomes and consistency across teams
- Guide leaders in managing performance, recognizing talent, and addressing gaps effectively
- Support identification and development of high-potential employees
Employee Relations & Workplace Practices
- Provide expert guidance on employee relations matters, ensuring fair, consistent, and timely resolution
- Promote a respectful and positive work environment while balancing employee needs with operational demands
- Ensure adherence to labor laws, company policies, and ethical standards
Policies, Systems & Governance
- Review and enhance HR policies, procedures, and frameworks to ensure relevance and compliance
- Drive improvements in HR systems, reporting, and process efficiency through digital solutions
- Oversee accurate and confidential management of employee data in line with data privacy requirements
Rewards, Recognition & Retention
- Support the design and continuous improvement of reward and recognition programs aligned with business needs
- Monitor market trends to ensure competitiveness of employee value propositions
- Partner with leadership to address retention risks and improve workforce stability
Change & Transformation
- Support organizational changes such as business transitions, restructures, and growth initiatives
- Lead or contribute to change management efforts to ensure smooth adoption and minimal disruption
- Encourage agility and adaptability across teams in a dynamic BPO environment
Key Capabilities
- Strong understanding of BPO or high-volume operations and the drivers of attrition, engagement, and performance
- Deep knowledge of employee relations, labor compliance, and HR best practices
- Ability to interpret people data and translate insights into actionable strategies
- Strong stakeholder management and influencing skills across all levels
- Resilient and adaptable, with the ability to thrive in fast-paced, evolving environments
- Sound judgment and decision-making grounded in both data and business context
- Passion for continuous improvement, innovation, and building high-performing teams
Success Measures
- Improved retention and reduced attrition across operations
- Positive movement in employee engagement and experience metrics
- Strengthened leadership capability at frontline and mid-management levels
- Consistent and compliant people practices across teams
- Effective support of business growth and operational stability
Qualifications & Experience
- Degree in Human Resources, Business, Psychology, or a related discipline (or equivalent experience)
- Demonstrated experience in a senior HR or People & Culture leadership role
- Background in BPO, shared services, or similarly fast-paced, high-volume environments is highly advantageous
- Experience working with HR systems, analytics, and process improvement initiatives
