Manager - HR Business Partner - IT

Designation: Manager : HRBP - Contact Center

Experience: 5 to 12 Years

Location: Andheri - E, Mumbai

Working days- Monday to Friday (All 5 days from Office)

Client Overview: A fast growing leader in the Last mile delivery logistics sector with Pan India presence.

Role & Responsibilities:

- Collaborate with leadership to understand employee needs and provide and implement HR solutions

- Work with managers and employees to address all types of employee relations/ conflict resolution issues, fairly representing all interests

- Implement strategies to enhance employee satisfaction and retention

- Ensure the onboarding process meets the needs of the function

- Implement performance management processes and provide coaching to support career development

- Identify training needs and coordinate relevant development programs.

- Foster a culture of continuous learning and skill development within the teams

- Track HR metrics to measure the effectiveness of HR programs (such as Talent Acquisition, e-NPS, Retention, succession planning, mapping of critical role & critical talent)

- Provide regular reports to leadership on HR-related KPIs.

- Review and analyze business metrics including data on retention and employee experience in order to recommend systemic improvements

Skills/Persona:

- Excellent verbal and written communication skills

- Proven ability to collaborate with and influence cross-functional teams and stakeholders

- Strong problem-solving and decision-making skills

- Ability to address complex employee relations issues

- Familiarity with the unique HR needs within a Customer Support/ISO environment

- Should have the ability to deal with ambiguity

- Experience working in a fast-paced environment, requiring strong multi-tasking abilities

- Industry experience - BPO handling a Contact center (Voice process)

- Proven expertise in data analytics and grievance redressal with strong emphasis on building a team adhering to the culture and values of the organization