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.

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Role Accountability:

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NFTE (Non Full Time Employee) Lifecycle Management:

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1. Design and implement wing to wing Outsourced Employee Life Cycle Management, from Talent Acquisition to Exit.
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2. Manage Performance Service Agreements (PSAs) including new contracts, renewals, partner review, SLA adherence, and quality scorecards.
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3. Oversee site compliance across channels ensuring regulatory/statutory adherence and institutionalized controls.
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4. Drive process efficiency, innovation, and standardization through data led interventions and best practice sharing across partners.
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Functional Training:

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1. Strategize and execute functional training needs for Sales, Collections, Operations & Customer Services NFTEs.
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2. Drive productivity slope for current Sales FOS (NFTE) through industry aligned training content and delivery.
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Performance Reporting & Analytics (FTEs & NFTEs):

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1. Design, evaluate, standardize, and align Variable Incentive Compensation (VIC) models across functions to drive strategic and operational outcomes.
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2. Monitor performance and payout trends, present insights to management, and recommend course corrections.
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3. Implement a standard approach for FTE contests across functions and evaluate proposals for benefit realization and alignment to organizational objectives.
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Sales Compliance & Location Monitoring:

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1. Develop and lead processes to ensure compliance in sales workflows including Location Monitoring, Consequence Management,

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