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 current 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 wit

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