SVP & Business Head – Workforce Management | India

Build. Scale. Lead the Future of Workforce Management.

We are looking for an exceptional Senior Vice President & Business Head – Workforce Management to lead and scale our Workforce Management (WFM) business for enterprise clients in India.

This is a business leadership and P&L; ownership role, not a conventional WFM operations position. The individual will be responsible for the overall growth, profitability, sales, delivery, client relationships and strategic direction of the WFM business.

The ideal candidate will be an established leader from a leading global Workforce Management company, WFM technology provider or recognized WFM services organization, with strong enterprise relationships and the credibility to represent the company as a thought leader in the WFM ecosystem.

What You Will Own

Business & P&L;

- Own the end-to-end P&L; for the Workforce Management business.
- Develop and execute the business strategy, growth plan and operating model.
- Drive revenue growth, profitability, margins, productivity and operational efficiency.
- Build a scalable organization capable of supporting rapid business growth.

Enterprise Sales & Growth

- Own the enterprise sales and business development strategy for the WFM business.
- Build relationships with CXOs, CHROs, COOs, CIOs, Contact Center leaders and Procurement executives.
- Lead strategic enterprise pursuits, RFPs and large managed-services opportunities.
- Acquire new strategic clients while driving expansion and cross-sell within existing accounts.
- Develop differentiated propositions and commercial models for enterprise customers.

Delivery & Client Success

- Provide executive oversight of WFM delivery across strategic enterprise accounts.
- Ensure achievement of contractual SLAs, KPIs, productivity, quality and customer experience objectives.
- Drive operational excellence, continuous improvement and cost optimization.
- Act as executive sponsor for strategic clients and lead resolution of critical escalations.




- Ensure successful transition of new engagements from sales through implementation and steady-state operations.

WFM Transformation & Innovation

- Build a differentiated, technology-enabled WFM business.
- Drive adoption of AI, automation, analytics and workforce intelligence across WFM solutions.
- Identify emerging technologies and market trends and translate them into new products, services and revenue opportunities.
- Work closely with technology and product teams to develop innovative WFM solutions.

Industry Leadership & Thought Leadership

- Become a visible industry leader and spokesperson for the company's WFM business.
- Represent the company at industry conferences, CXO forums, roundtables, webinars and other strategic industry platforms.
- Develop and communicate points of view on the future of Workforce Management and workforce transformation.
- Engage with industry analysts, advisors, associations, technology partners and ecosystem leaders.
- Contribute to industry research, white papers, articles and other thought-leadership initiatives.
- Establish the company as a credible and differentiated voice in the WFM market.

What We're Looking For

- 15–20+ years of experience in Workforce Management, WFM technology, BPO, Contact Center, Managed Services or technology-enabled workforce solutions.
- Mandatory experience with a leading/global WFM company, WFM technology provider or recognized WFM services organization.
- Proven experience leading a sizeable business, practice or portfolio with end-to-end P&L; responsibility.
- Strong track record of enterprise business development and large-account acquisition.
- Demonstrated experience managing both Sales and Delivery/Operations teams.




- Strong understanding of the WFM ecosystem, enterprise buying workplace and competitive landscape.
- Deep knowledge of forecasting, capacity planning, scheduling, real-time management, workforce optimization and workforce analytics.
- Strong understanding of AI, automation and analytics-led transformation in WFM.
- Established relationships with enterprise CXOs and decision-makers.
- Demonstrated credibility as an industry expert, speaker or thought leader is highly desirable.
- Excellent communication, executive presence, commercial acumen and strategic thinking.

Leadership Attributes

We are looking for someone who is:

Entrepreneurial | Commercially Driven | Customer Obsessed | Technology Savvy | Industry Credible | Data Driven | Transformational | Strong People Leader

You should be equally comfortable discussing P&L; and EBITDA with the CEO, solution architecture with technology leaders, operational performance with delivery teams, and business transformation with enterprise CXOs.

What Success Looks Like

In the first 12–18 months, you will be expected to:

- Build a strong enterprise sales pipeline and accelerate revenue growth.
- Win and expand strategic enterprise accounts.
- Establish a high-performing sales and delivery organization.
- Deliver strong P&L; performance and operating leverage.
- Build differentiated AI/technology-enabled WFM offerings.
- Develop strategic partnerships across the WFM ecosystem.
- Establish the company as a recognized and credible player in Workforce Management.
- Become a visible voice for the company across industry forums and the broader WFM community.

Location

India | Willingness to travel extensively for enterprise clients, business development and industry engagements.

Reporting

Reports to: CEO / Group CEO

This is an opportunity to build and lead a high-growth Workforce Management business, shape its market positioning and become one of the key faces of the company in the enterprise WFM ecosystem.

📌 SVP & Business Head – Workforce Management (Jaipur)
🏢 e-Solutions
📍 Jaipur