About the Role:

- We are looking for an experienced and strategic Principal HR Business Partner to support our Customer Success function. In this high-impact role, you will act as a trusted advisor to business leaders, playing a pivotal role in shaping people strategies and delivering HR solutions aligned with business priorities.

- The ideal candidate brings strong expertise in employee relations, supporting global stakeholders, and a deep understanding of BPO or Customer Support environments. You will also work closely with various HR Centres of Excellence (COEs) to deliver seamless and impactful HR initiatives.

- This role will be based on Hyderabad, and the person will be required to work from 1 PM to 10 PM in the office, Monday through Friday.

Key Responsibilities:

- Serve as a strategic partner to business leaders, understanding their goals and aligning HR strategies to drive business success

- Collaborate closely with global stakeholders to align local people strategies with broader organizational objectives

- Lead complex employee relations (ER) cases, managing investigations, grievances, disciplinary actions, and conflict resolution with a focus on fairness, consistency, and business alignment

- Partner with legal, compliance, and leadership teams to ensure ER practices are risk-mitigated, culturally aligned, and compliant with Indian employment laws and global standards

- Proactively identify ER trends and risks, and develop action plans to mitigate them

- Partner closely with global stakeholders and regional leadership teams, navigating cultural and time zone differences with ease

- Collaborate with HR COEs to co-design and execute HR initiatives

- Support workforce planning, talent management, organizational transformation initiatives, including reorganizations, talent evolution, and cultural transitions

- Analyze people data and insights to influence decision-making and improve employee experience

- Facilitate performance management, coaching, succession planning, and development discussions to build leadership and team capability

- Champion and lead HR projects and continuous improvement initiatives

- Foster a culture of inclusion, engagement, accountability, and high performance

Qualifications:

- 10+ years of progressive experience in HR roles, including HR Business Partnering

- MBA or equivalent postgraduate qualification in HR is an advantage

- Strong track record in Employee Relations, including handling complex cases, investigations, and disciplinary processes

- Experience supporting BPO or customer support operations is essential

- Proven experience working with global stakeholders in a matrixed environment

- Demonstrated experience in launching new sites to support global business operations is highly desirable

- Strong knowledge of Indian labour laws and compliance practices

- Strong interpersonal skills and communication skills, and ability to influence across different levels and geographies

- Ability to think strategically as well as a knack for operational excellence

- Ability to manage complexity, confidentiality, discretion, and sound judgment

- Proficiency in MS Office and Workday is a plus