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 recent 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, Fraud Recovery, and Access Management.
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2. Design and monitor the Consequence Management Process for NFTEs in partnership with FRM, Sales & Workforce Effectiveness teams.
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3. Define and review controls for PSA-managed Sales Sites and drive structured audits for Location Monitoring and adherence.
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Measures of Success:

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1. Budget Management & Cost Optimization
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2. Timely hiring of NFTEs
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3. Process adherence to approved SOPs
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4. Timely design & roll-out of VIC models
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5. Zero adverse observations in internal/external audits
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6. On-time renewal of PSA agreements with cost efficiencies
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7. Training ROI demonstrated through productivity uplift
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8. Improved FTE/NFTE productivity against benchmarks
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9. Timely & accurate MIS/Business reports published
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10. Effective utilization of BI tools, translating into clear insights and business impact
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Technical Skills / Experience / Certifications:

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1. Strong Partner Management experience with deep market knowledge of manpower models.
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2. Exposure to vendor statutory compliance and evolving manpower trends.
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3. Experience in training design & execution for large distributed workforces.
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Competencies critical to the role:

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1. Stakeholder Management
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2. Process Orientation
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3. Detail Orientation
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4. Business Acumen
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5. High Impact Communication
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Qualifications : Graduate, preferably MBA in any relevant discipline.

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

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