Director Human Resources

Director HRBP BPO Industry Roles & Responsibilities

Position: Director Human Resources Business Partner (HRBP)
Industry: BPO / ITES / Contact Center

Key Responsibilities:

• Act as a strategic HR partner to business leaders, aligning people strategies with organizational goals and operational objectives.
• Lead end-to-end HRBP functions including workforce planning, talent management, succession planning, employee engagement, performance management, and organizational development.
• Partner with Operations, WFM, Training, Quality, and Support Functions to drive business performance and employee productivity.
• Develop and implement employee retention strategies to reduce attrition and improve workforce stability in a high-volume BPO environment.
• Drive employee relations initiatives, grievance handling, conflict resolution, disciplinary actions, investigations, and escalation management while ensuring policy compliance.
• Lead annual performance management cycles, talent reviews, leadership assessments, succession planning, and capability-building initiatives.
• Analyze HR metrics and workforce data including attrition, absenteeism, engagement, productivity, hiring trends, and performance indicators to provide actionable business insights.
• Champion employee engagement, culture transformation, diversity & inclusion, wellness programs, and recognition initiatives across multiple sites and geographies.
• Ensure compliance with labor laws, statutory regulations, company policies, POSH requirements, and governance standards.
• Partner with Talent Acquisition teams on manpower planning, hiring forecasts, and critical talent acquisition strategies.
• Support business transformation, restructuring, mergers, acquisitions, and organizational change management initiatives.
• Coach and mentor business leaders and HR teams on people management, leadership effectiveness, and employee experience.
• Manage stakeholder relationships with senior leadership, clients, and cross-functional teams to drive strategic HR outcomes.
• Lead and develop HRBP teams, ensuring execution excellence and alignment with business objectives.

Preferred Qualifications:

• 12–18+ years of HR experience with significant exposure to BPO/ITES/Contact Center environments.
• Strong expertise in HR Business Partnering, Employee Relations, Performance Management, Talent Management, and Organizational Development.
• Experience supporting large employee populations across multiple locations.
• Strong analytical, stakeholder management, and leadership skills.
• MBA/PGDM in Human Resources or equivalent qualification preferred.