Tech Mahindra Business Services - Head - Business HR

JOB TITLE: Head - Business HR

DEPARTMENT: Business HR - UK Operations

LOCATION: Mumbai/Pune

REPORTS TO: VP - Business HR

SPAN OF CONTROL: 3 Direct Reports

JOB PURPOSE:

The purpose of this role is to contribute to the overall success of the organization by establishing a shared strategic vision for the department and the plans necessary to attain those goals. The role holder has overall responsibility for leading and managing the department supported by relevant strategies and administrative management

teams. Within the department, the HOD provides direction to programs, procedures, and guidelines to help align the workforce with the strategic goals of the company. The role also involves being a Strategic Business Partner to the Ops function and supporting them in their - people agenda- .

PRINCIPAL ACCOUNTABILITIES:

I. To ensure HR function is aligned to Business Strategies through effective HR Business Partnering:

- Monitoring the service delivery processes end to end from an HR perspective and ensuring that the people-perspective is represented in business decisions and provide solutions, in order to optimize opportunities and mitigate any downsides

- Implementing new HR policies, procedures and processes as per the changes in the organization to meet changing business requirements

- Ensuring all company policies and procedures are up to date in line with current employment laws and ensuring line managers are up to date with changes to any policies

- Creating brand awareness and keeping the brand at the core of all decisions by Involvement in vertical-specific Planning & Review and Tie-ups with Ops Heads for vertical-specific initiatives & issues which in turn would impact the Business Stability and Continuous Improvement in the company plan

II. Work closely with other Support functions to meet Organizational objectives:

- Representation in relevant forums to bring out aspects of current importance and in larger HR forum to ensure collaborative working within the larger HR team

- Work closely with Central Support teams to deliver on UK-CC objectives to - Improve our Ways of Working-

III. Planning and building strategies to drive Employee Retention & Engagement:

- Lead the department in the setting and advancing of the strategic direction of the department

- Developing regular review procedures to monitor & facilitate the progress of the strategic plan

- Translate strategic goals into operational plans in the department and establish and lead a management team to implement the operational plan once approved

- Identify, propose and plan for changes in the department's requirements for resource allocation or reallocation arising from changing needs and plans

- Lead the departmental planning and budget setting process, involving others where appropriate

- Support & ensure Early Life (EL) Engagement Calendar adherence by keeping regular follow-ups with the E3 team to drive Employee Engagement

IV. Monitor Performance Enhancement:

- Identifying the top talent and working with Operations to come up with plans to retain them

- Ensuring the HR Involvement in the timely & accurate dissemination of KPIs & targets so that the employees know what they have to focus on

- Conducting the audit of IDPs & PCs to check if people follow the IDP's created and achieve targets as decided in the IDP

V. To efficiently manage and undertake Team Management initiatives to ensure

Business Objectives are met:

- Monitoring & measuring controls for maintaining an accuracy of indicative data on employee relations and attrition gathered by the team (AM/ Sr. Executives/ Executives)

- Monitoring the routine and special reports generated on various HR initiatives and impact on business to share accurate updates and results with the business

- Ensuring the potential talent within the team is enhanced by devising a robust development plan to develop and enhance the team's people management skills

- Implement & facilitate monthly reviews / engagement / motivation / recognising and rewarding talent adding value to the business

- Manage HR Projects and take support from the team in various HR initiatives

VI. Contribute to Contact Centre wide Projects / Initiatives:

Contact Centre Projects

- Support vertical-wide initiatives to ensure delivery of commercial commitments of the vertical

- Support & re-align Reward & Recognition in order to - Improve our Ways of Working-

- Support the CC/vertical-wide transformation agenda by helping the contact center make decisions in the project related to HR/people perspective

- Participate in Headcount Review & Workforce Planning to build the verticals strength and capacity Assessment Centres (AC)

- Monitoring and supporting the deployment of Assessment Centres run by the OD team

- Ensuring that all assessors are calibrated and certified on the designed tools and KSA document to suit the assessment center during IJP for people development

- In some cases, assist in managing and executing validation of the AC tools before implementing the final assessment center to gauge the effectiveness of the assessment center

KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED:

Core Skills and Competencies

Business Acumen

- Must keep up-to-date with industry HR insights, practices in employee relations & retention and new subject matter in order to partner efficiently within the organization to deliver on business objectives and goals

- Must have thorough working knowledge of the various HR policies and Employment laws & legislation to ensure compliance within the organization and bring about continuous improvement

- Must have foundational working knowledge of all aspects of Human Resources Planning, Management & Development

- Should have cross skill knowledge to be able to conceptualize and initiate interventions and projects to enhance overall business performance within the organization

Knowledge of company policies

- Knowledge of organization policies & guidelines

- Linking HR policies and programs to the organization's mission & service outcomes

Customer Focus

- Consistently place a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs

- Ensure delivery of all promises and commitments made to the customers/ stakeholders

- Should have the ability to have difficult conversations with stakeholders constructively

Functional Skills and Competencies

Planning & Control

- Ability to prioritize projects as per learning needs to meet business objectives and stakeholder requirements

- Ability to demonstrate an organized and structured approach to designing, delivering and developing Employee Engagement Initiatives and organization-wide projects that have a significant impact on the business objectives

- Demonstrate good project management skills with an ability to deliver quality services, on time and on a budget, tailored as necessary to meet stakeholder/ business needs

- Source and select external vendors to deliver value-add solutions to the business through partnering with stakeholders

Conceptualizing & Strategising

- Ability to conceptualize on interventions relevant to providing solutions to stakeholders and the leadership within the organization

- Ability to analyze and form strategies for developing processes, creating and designing interventions in partnership with OD to manage and enhance capability and Talent Management within the organization

Analytical Thinking

- Analysis and accurate interpretation of data

- to be able to identify, evaluate and communicate potential impacts of hypothetical situations

- Define options by weighing pros and cons to leverage opportunities in achieving business goals

- Develop practical action plans and strategies that lead to desired strategic outcomes

Project Management

- Must have knowledge of basic Project Management methodology and must approach each project in accordance with the principles/concepts of Project Management

Decision Making Skills

- Ability to decipher the steps, task owners, and details in complex business processes and make decisions regarding clarity and improvements to these processes

- Ability to make tough and rational decisions while dealing with various business needs of stakeholders, even under stress

- Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented

- Research & design for implementing new and innovative training and development solutions to the business

- Analyzes data necessary for decision making & make decisions in a timely manner Business & Internal Customer Orientation

- Ensure Human Resources activities are in keeping with philosophical and operational initiatives of the organization

- Take a lead role in the achievement of business objectives & strategies

- The Human Resources objectives with business & financial objectives to show others the value of people

People Management

Leadership & Management

- Ability to inspire the team and strengthen their capacity to perform to the best of their ability

- Should be able to take initiatives and lead direction in providing solutions to stakeholders

- Provide opportunities for development (training opportunities & role assignments) as appropriate to DRs/ team members Coaching

- Sets reasonable, challenging & clear performance goals for direct reports, monitor performance & provides feedback

- Leading and coaching the team in developing and implementing the learning and development agenda, ensuring that the team is high performing and highly engaged

- Motivating the team for achieving personal, team & professional goals through timely guidance (coaching) & problem-solving

Performance management

- Provide consistency in performance expectations and measurement

- Conduct analysis of performance metrics of individual team members/ DRs and the entire team as a whole. Create and implement the action plan for improvement Communication, Influencing & Negotiating Skills

- Ability to have discussions with stakeholders and team members on discussing realistic timeliness for project delivery and implementation of various interventions by getting an appropriate buy-in

- Experience with a variety of vendors and an ability to engage and manage vendor relationships

- Gain commitment from others for Human Resources goals & ensure trusting relationships with the business partners/ stakeholders

- Use Human Resources goals to help the organization achieve organizational goals

EDUCATION & EXPERIENCE REQUIRED:

Education

- Post Graduate Qualification in HR preferred (2 years full time)

Experience

- Minimum experience of 10 - 12 years in managing an HR function with employee engagement & development

- Experience in conducting Assessment Centres. Certification preferred.

- Certification on a variety of psychometric tools (preferred)

- In-depth knowledge of MS Office tools

- Knowledge of HR database tools & systems (HRMS, etc.) within the organization

- Adapt Information Technology to HR Management

- Should be able to ensure succession planning amongst team members

Others

- Microsoft Outlook/ Word/ Excel skills to be able to document and analyse obtained information/ data from various diagnostic sessions of various people development and other BAU projects being handled

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