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 recent 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 Optimization
- Timely hiring of NFTEs
- Process adherence to approved SOPs
- Timely design & roll-out of VIC models
- Zero adverse observations in internal/external audits
- On-time renewal of PSA agreements with cost efficiencies
- Training ROI demonstrated through productivity uplift
- Improved FTE/NFTE productivity against benchmarks
- Timely & accurate MIS/Business reports published
- Effective utilization of BI tools, translating into clear insights and business impact

Technical Skills / Experience / Certifications:

- Strong 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 Management
- Process Orientation
- Detail Orientation
- Business Acumen
- High Impact Communication

Qualifications: Graduate, preferably MBA in any relevant discipline.

Preferred Industry: Service Sector / Financial Services / Credit Card Industry.

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