Senior Manager - Business Partnering - Bangalore

Senior Manager HRBP - Contact Centre Customer Experience

Job Summary: 

We are seeking a highly motivated and strategic-minded Senior HR Business Partner (HRBP) to join our team. The ideal candidate will have a strong background in HR, particularly within the contact center/ customer support teams and serviceability sectors will help. This role involves partnering with business leaders to develop and implement HR strategies that align with the company’s goals, ensuring a high-performing and engaged workforce. Also drive performance management, engagement, compliance of HR practices and guidelines for the respective teams.

Generalist: 

• Serve as a strategic partner to the business leaders in the contact center and serviceability functions to drive HR policies & processes and to understand the business environment & priorities.
• Developing and implementing HR strategies that support the business goals and drive employee engagement and productivity.
• Work with business to address management requests for analysis on payroll cost, leaves, performance etc.  
• Managing employee relations issues, including conflict resolution, disciplinary actions, and investigations - To ensure that the sensitive issues are handled effectively and are brought to a logical conclusion with constant communication to relevant stakeholders.
• Being data driven and comfortable with numbers

Performance Management:

• To drive the philosophy for PMS as defined in the process.
• Manage the execution of performance management e.g. annual and mid year promotions, feedbacks with adherence to timelines.
• Handling grievance on cases to cases basis and informing relevant stakeholders 
• Provide guidance on organizational design and workforce planning.

Resource Management:

• Ensuring personnel information is maintained in all appropriate systems; monitor actual headcount, new hires, attrition, analyze trends etc.
• Partnering with Talent acquisition team to close on the open positions by taking HR face to face rounds. 
• Partnering with the L & D team to draw success of initiatives planned for team/individuals with respect to skill gaps and development areas.
• Lead and support change management initiatives within the contact center and serviceability functions - Facilitate communication and change initiatives to ensure smooth transitions and adoption.

Qualifications:

• MBA from a reputed institute with 5+ years of relevant experience preferably in a contact center/ customer support and serviceability roles.
• Good communication skills and ability to manage cross-functional stakeholders  
• Collaboration and influencing without authority  
• Strong analytical mindset  
• Comfort with working with large sets of data  
• Should have keen eye for detail  
• Ability to work in an agile and ambiguous environment  
• Ability to take people related decisions independently

Regards,

Chaitra K N

Chaitra.c@myntra.com