Job Description 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.
N n Role Accountability:
N NFTE (Non Full Time Employee) Lifecycle Management:
N
- n
- Design and implement wing to wing Outsourced Employee Life Cycle Management, from Talent Acquisition to Exit. N
- Manage Performance Service Agreements (PSAs) including new contracts, renewals, partner review, SLA adherence, and quality scorecards. N
- Oversee site complianceacross channels ensuring regulatory/statutory adherence and institutionalized controls. N
- Drive process efficiency, innovation, and standardization through data led interventions and best practice sharing across partners. N

n n Functional Training:
N
- n




- Strategize and execute functional training needs for Sales, Collections, Operations & Customer Services NFTEs. N
- Drive productivity slope for recent Sales FOS (NFTE) through industry aligned training content and delivery. N

n n PerformanceReporting & Analytics (FTEs & NFTEs):
N
- n
- Design, evaluate,standardize, and align Variable Incentive Compensation (VIC) models across functions to drive strategic and operational outcomes. N
- Monitor performance andpayout trends, present insights to management, and recommend course corrections. N
- Implement a standard approach for FTE contests across functions and evaluate proposals for benefit realization and alignment to organizational objectives. N

n n Sales Compliance & Location Monitoring:
N
- n
- Develop and lead processes to ensure compliance in sales workflows including Location Monitoring, Consequence Management, Fraud Recovery, and

📌 Senior Vice President (India)
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