Assistant General Manager Human Resources

Position: Assistant General Manager – Human Resources

Location: Vadodara, Gujarat – Onsite

Shift: UK Shift, 2:00 PM–12:00 AM IST

Reporting To: Global Head of Human Resources / Executive Leadership

Experience: 12+ years of progressive HR experience, including at least 7 years in senior leadership within BPO, ITES, shared services, or a high-volume organization

SUMMARY

The AGM – Human Resources will lead the India HR function and ensure that people strategies support business growth, operational stability, employee engagement, compliance, and organizational performance.

The role will serve as a strategic adviser to senior leadership and Operations while overseeing the full employee lifecycle, including workforce planning, talent management, employee relations, performance management, payroll governance, HR operations, compliance, engagement, and organizational development.

The ideal candidate must combine strategic leadership with strong operational execution in a fast-paced BPO environment.

KEY RESPONSIBILITIES

1.HR Strategy and Business Partnership

Develop and implement the India HR strategy in alignment with global business objectives.

Advise senior leaders on workforce planning, organizational structure, employee relations, retention, productivity, and people-related risks.

Translate business priorities into practical HR programs, policies, and workforce initiatives.

Participate in leadership reviews and provide data-driven HR recommendations.

Ensure HR decisions balance employee welfare, operational requirements, client needs, compliance, and financial sustainability.

2.Workforce Planning and Talent Management

Lead workforce planning based on business forecasts, client requirements, attrition, and growth projections.

Partner with Recruitment, Operations, Training, Finance, and other functions to ensure timely and cost-effective staffing.

Oversee high-volume onboarding, induction, internal mobility, talent deployment, and succession planning.

Monitor hiring quality, joining ratios, early attrition, time-to-fill, and time-to-productivity.

Ensure all workforce requirements are properly approved, documented, and aligned with business needs.

3.Retention, Engagement, and Employee Experience

Develop retention strategies and targeted action plans for critical roles, teams, and accounts.

Analyze attrition by tenure, manager, account, shift, role, and reason.

Lead employee engagement surveys, pulse checks, focus groups, skip-level meetings, and recognition programs.

Partner with Operations to address leadership practices, career opportunities, scheduling, workload, and other attrition drivers.

Measure the impact of engagement initiatives on retention, attendance, productivity, and employee satisfaction.

4.Performance and Organizational Development

Lead performance management, appraisal cycles, calibration, and goal-setting processes.:

Ensure employee KPIs are aligned with business objectives and client service-level agreements.

Oversee Performance Improvement Plans and ensure fair, consistent, and documented implementation.

Strengthen manager capability in coaching, feedback, documentation, and performance conversations.

Partner with Learning and Development on leadership, behavioral, technical, and compliance programs.

Lead talent reviews, succession planning, career development, and identification of high-potential employees.

5.Employee Relations

Oversee grievances, disciplinary matters, workplace investigations, complaints, and employee conflicts.

Ensure all cases are managed objectively, confidentially, consistently, and within defined timelines.

Guide leaders and HR team members on due process, documentation, corrective action, and policy application.

Lead sensitive investigations involving misconduct, harassment, retaliation, confidentiality, or leadership concerns. -

Identify recurring employee-relations risks and implement preventive measures.

Coordinate with legal counsel when required.

6.Compliance and Risk Management

Ensure compliance with Indian labor laws, statutory requirements, employment standards, and company policies.

Oversee compliance relating to PF, ESI, gratuity, professional tax, statutory records, night-shift operations, transportation, workplace safety, and female employee protection.

Lead HR compliance audits and ensure timely completion of corrective actions.

Maintain audit-ready employee records, contracts, policies, statutory documentation, and filings.

Review and update HR policies based on legal, operational, and organizational requirements.

Ensure HR and employee-service vendors meet statutory and contractual obligations.

7.Payroll, Compensation, and Benefits

Provide governance over payroll, incentives, allowances, deductions, benefits, and statutory contributions.

Establish payroll validation, reconciliation, approval, and exception-management controls.

Partner with Finance, Payroll, Operations, and HRIS teams to ensure accurate and timely payroll processing.

Resolve payroll discrepancies and implement corrective and preventive actions.

Support compensation benchmarking, salary reviews, promotions, retention adjustments, and benefit recommendations.

Ensure compensation practices support internal equity, market competitiveness, and approved budgets.

8.HR Operations, Systems, and Analytics

Lead HR Operations and ensure accurate and timely employee lifecycle administration.

Maintain strong data governance, confidentiality, access controls, and record accuracy.

Drive effective use of HRIS, payroll, attendance, recruitment, learning, and performance systems.

Automate HR processes and improve service-delivery efficiency and turnaround times.

Develop dashboards covering headcount, hiring, attrition, absenteeism, performance, payroll, engagement, and compliance.

Use workforce analytics to identify trends, forecast risks, and support leadership decisions.

9.Change Management and Culture

Lead the people component of restructuring, growth, system implementation, policy changes, and organizational transformation.

Develop communication, training, stakeholder engagement, and adoption plans.

Promote the company’s values, Code of Conduct, ethical standards, inclusion, accountability, and professionalism.

Support leadership in strengthening organizational structure, role clarity, collaboration, and employee trust.

HR Team Leadership

Lead and develop the India HR team across HR Operations, Employee Relations, Engagement, Compliance, Payroll Support, and related functions.

Establish clear responsibilities, service standards, priorities, and performance measures.

Coach HR team members and strengthen their technical, leadership, and business-partnering capability.

Ensure appropriate workload allocation, cross-training, succession planning, and business continuity.

Promote a culture of responsiveness, accuracy, confidentiality, professionalism, and ownership.

REQUIRED QUALIFICATIONS

Education

Bachelor’s degree in Human Resources, Business Administration, Psychology, Labor Relations, Law, or a related discipline.

MBA, postgraduate HR qualification, or professional HR certification preferred.

Experience

At least 12 years of progressive Human Resources experience.

At least 7 years in a senior HR leadership role. - Significant experience within BPO, ITES, shared services, contact center, or another high-volume environment.

Proven experience leading HR teams and supporting a large employee population.

Demonstrated success in employee retention, employee relations, compliance, workforce planning, and organizational development.

Experience working directly with senior leadership and Operations.

CORE COMPETENCIES

Strategic HR leadership and strong operational execution.

Knowledge of Indian labor laws and statutory compliance.

Strong business and commercial awareness.

Executive presence and stakeholder influence.

Employee relations, investigation, and conflict-resolution capability.

Workforce planning, performance management, and organizational development expertise.

HR analytics, HRIS, payroll governance, and advanced Excel proficiency.

Strong judgment, integrity, confidentiality, and decision-making ability.

Ability to manage competing priorities in a fast-paced environment.

KEY SUCCESS MEASURES

Reduction in voluntary and regrettable attrition.

Improvement in employee engagement and employee experience.

Timely fulfillment of workforce requirements.

Improved new-hire retention and time-to-productivity.

Effective performance management and leadership development.

Timely and fair resolution of employee-relations cases.

Accurate and timely payroll processing.

Full statutory compliance and audit readiness.

Improved HR service delivery and process efficiency.

Successful implementation of HR systems and organizational changes.

Development of a capable and high-performing HR team.

Measurable contribution to workforce stability, productivity, client service, and business growth.