Role Summary

ICCS is looking for a General Manager / AVP – Employee Relations & Retention to own attrition as a business number across ICCS's approximately 5,000-employee, 10+ site PAN India footprint, and to run the compliance-first ER case function that supports it. In a domestic BPO, attrition is the single largest controllable cost driver — this role exists to move that number, not merely to administer grievance and disciplinary process around it. It is for a seasoned ER / attrition leader who has run a high-volume ER function inside a BPO / ITES / contact-centre environment — grievance handling, disciplinary process and domestic enquiries, POSH compliance — and has personally owned and moved an attrition number at scale.

Key Responsibilities

1. Attrition Ownership & Retention Strategy

- Own the PAN India attrition target; publish and defend attrition performance to the CEO's office monthly.
- Design and run retention programmes targeted at the 0–90 day window, where most frontline attrition occurs.
- Build exit analytics — reason codes, tenure cohorts, site and process-level patterns — and convert them into operational interventions, not just engagement activity.
- Partner with Operations leadership so retention actions land with team leaders, not only with HR.

2. PAN India ER Strategy & Governance

- Own the ER framework end-to-end for all ICCS centres (Noida, Mumbai, Bangalore, Chennai and any new sites), ensuring consistent grievance redressal, disciplinary process and investigation protocols.
- Own ER case TAT and SLA commitments against every open case, and personally intervene on high-risk or aging matters.
- Build and standardise ER policies, SOPs and escalation matrices consistently across all sites and processes.

3. Grievance Handling & Investigations

- Lead or oversee investigations into employee complaints — misconduct, harassment, policy violations — ensuring principles of natural justice are followed throughout.
- Conduct or supervise disciplinary hearings and domestic enquiries, working closely with site HR and Operations.
- Ensure fair, prompt and confidential handling of every case,



with documentation that stands up to audit and legal scrutiny.

4. Statutory Compliance & POSH

- Own POSH compliance PAN India — constitution and functioning of Internal Committees (IC) at every location, awareness sessions, and timely closure of complaints within statutory timelines.
- Ensure compliance with applicable labour laws — Industrial Employment (Standing Orders) Act, Shops & Establishments Act, Contract Labour Act, and other state-specific regulations across all centres.
- Liaise with legal counsel on ER matters that carry litigation or regulatory risk.

5. Employee Engagement & Listening

- Run skip-level connects, engagement surveys and floor-level listening mechanisms, particularly at frontline/production level.
- Analyse exit interview and case data to identify ER-linked attrition drivers and recommend systemic fixes to Operations and HR leadership.

6. Stakeholder & Team Management

- Manage works/grievance committees as required under Standing Orders, and act as the primary liaison between employees, Operations leadership and HR on sensitive matters.
- Partner closely with Operations, Legal and Compliance teams on high-risk or reputationally sensitive cases.
- Build, mentor and manage a PAN India ER team of 8–10 across locations — setting case-quality, TAT and attrition-outcome standards.

7. Reporting & Governance

- Own the ER and attrition dashboard and report monthly on attrition performance, case volumes, TAT, closure rates and POSH compliance status to the CEO's office and Head – HR.
- Maintain complete case documentation and ensure audit-readiness across all centres at all times.

Desired Candidate Profile

Experience & Background

- 15+ years in Employee Relations / Industrial Relations, with direct ownership of an attrition number — not case management alone.




- Has owned an attrition number across a workforce of 3,000 or more in a BPO or similar high-churn environment, with a measurable, personally-driven reduction backed by before-and-after figures.
- Mandatory: current or recent experience within the BPO / ITES / Contact Centre / Shared Services industry, with direct ER exposure in a high-volume, frontline environment.
- Managed a PAN India, multi-location ER team of 8 or more (minimum 3–4 locations), ideally including Noida/Delhi-NCR, Mumbai, Bengaluru and Chennai.
- Hands-on experience conducting domestic enquiries and POSH investigations, from complaint intake through to closure.
- Working knowledge of applicable labour laws — Industrial Employment (Standing Orders) Act, Shops & Establishments Act, POSH Act, Contract Labour Act and related state regulations, including contract labour compliance.
- Experience partnering with Legal and Operations leadership on high-risk or litigation-prone cases.

Preferred

- Experience in a unionised or union-attempt environment.
- Exposure to predictive attrition analytics.

Not a Fit

- Generalist HRBPs who have supported attrition initiatives without owning the number.
- Corporate or white-collar ER backgrounds with no frontline, high-churn exposure.
- Candidates who describe retention purely as engagement activity — events, celebrations, rewards — with no analytical basis.

Education

- Graduate in any discipline; MBA/PGDM in HR preferred.

Key Skills & Competencies

- Ownership of an attrition number as a business metric, backed by data.
- Strong working knowledge of labour law and statutory compliance.
- Excellent investigation, case-management and documentation skills.
- Stakeholder management across Operations, Legal and employees at all levels.
- High emotional intelligence, discretion and conflict-resolution ability.
- Team building and people leadership across a distributed, PAN India team.
- Data orientation — comfortable building and defending an attrition / case-management dashboard/MIS.
- Ability to operate calmly and objectively in a quick-paced, high-volume, sensitive-case environment.

📌 GM/AVP- Employee Relations and Retention (Noida)
🏢 ICCS DigX
📍 Noida