Senior Vice President & Head - Workforce Effectiveness

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:

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

Functional Training:

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

Performance Reporting & Analytics (FTEs & NFTEs):

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

Sales Compliance & Location Monitoring:

1. Develop and lead processes to ensure compliance in sales workflows including Location Monitoring, Consequence Management, Fraud Recovery, and Access Management.
2. Design and monitor the Consequence Management Process for NFTEs in partnership with FRM, Sales & Workforce Effectiveness teams.
3. Define and review controls for PSA-managed Sales Sites and drive structured audits for Location Monitoring and adherence.

Measures of Success:

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

Technical Skills / Experience / Certifications:

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

Competencies critical to the role:

1. Stakeholder Management
2. Process Orientation
3. Detail Orientation
4. Business Acumen
5. High Impact Communication

Qualifications : Graduate, preferably MBA in any relevant discipline.

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