Job Type: Full-time

Role Purpose: The role leads the Workforce Effectiveness Function, with end-to-end accountability for Outsourced Workforce Life Cycle Management, Vendor Service Agreements & Cost Management, Functional Training for NFTEs, Performance Reporting & Analytics, Sales Compliance and Location Monitoring across channels. The role ensures productivity, compliance and partner governance to drive operational excellence and business impact.Role Accountability:NFTE (Non Full Time Employee) Lifecycle Management:Design and implement wing to wing Outsourced Employee Life Cycle Management, from Talent Acquisition to Exit.Manage Performance Service Agreements (PSAs) including new contracts, renewals, partner review, SLA adherence, and quality scorecards.Oversee site compliance across channels ensuring regulatory/statutory adherence and institutionalized controls.Drive process efficiency, innovation, and standardization through data led interventions and best practice sharing across partners.Functional Training:Strategize and execute functional training needs for Sales, Collections, Operations & Customer Services NFTEs.Drive productivity slope for new Sales FOS (NFTE) through industry aligned training content and delivery.Performance Reporting & Analytics (FTEs & NFTEs):Design, evaluate, standardize, and align Variable Incentive Compensation (VIC) models across functions to drive strategic and operational outcomes.Monitor performance and payout trends, present insights to management,



and recommend course corrections.Implement a standard approach for FTE contests across functions and evaluate proposals for benefit realization and alignment to organizational objectives.Sales Compliance & Location Monitoring:Develop and lead processes to ensure compliance in sales workflows including Location Monitoring, Consequence Management, Fraud Recovery, and Access Management.Design and monitor the Consequence Management Process for NFTEs in partnership with FRM, Sales & Workforce Effectiveness teams.Define and review controls for PSA-managed Sales Sites and drive structured audits for Location Monitoring and adherence.Measures of Success:Budget Management & Cost OptimizationTimely hiring of NFTEsProcess adherence to approved SOPsTimely design & roll-out of VIC modelsZero adverse observations in internal/external auditsOn-time renewal of PSA agreements with cost efficienciesTraining ROI demonstrated through productivity upliftImproved FTE/NFTE productivity against benchmarksTimely & accurate MIS/Business reports publishedEffective utilization of BI tools, translating into clear insights and business impactTechnical Skills / Experience / Certifications:Solid Partner Management experience with deep market knowledge of manpower models.Exposure to vendor statutory compliance and evolving manpower trends.Experience in training design & execution for large distributed workforces.Competencies critical to the role:Stakeholder ManagementProcess OrientationDetail OrientationBusiness AcumenHigh Impact CommunicationQualifications: Graduate, preferably MBA in any relevant discipline.Preferred Industry: Service Sector / Financial Services / Credit Card Industry.

📌 Senior Vice President & Head - Workforce Effectiveness (India)
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📍 India