HR Field Manager (AVP) - Leading ITES MNC BPO

2COMS Consulting Pvt. Ltd.
  • Mumbai
  • Confidential
  • 10-20 years
  • 12 Oct 2016

  • HR/ Human Resources

  • BPO/ ITES/ Call Centers
Job Description

Manage HR service delivery and ensure alignment with business and HR strategic objectives. Act as primary connection between HR and local employees across all DTEs and serve as a local liaison to HR functions and service organizations. May include: design/implementation of local employee engagement and recognition programs, providing mobility services, planning/delivering training, coaching, mentoring and supervision. Manages service delivery of People Advisors.

Key Responsibilities

Your role includes some or all of the following key responsibilities. You should review these in conjunction with career level guidelines to gain a clear understanding of the expectations for your role.


Adapt, communicate and implement the strategic direction of all operations to ensure adherence to global policies and processes
Define the operational framework for the GU delivery of People Service process support based upon the defined Business and HR Strategy
Create and implement short-term tactical plans to meet SLA performance metrics and financial targets through the efficient use of human resources, technology and maximization of workforce
Provide feedback and input for improvement of all programs, processes and policies and accountable for driving consistent, standardized and effective service delivery within Employee Relations, Internal Controls & Compliance, Learning, Transitions and Records & Document Management.
Work with the GU CoE Interlock process owners to improve the end to end HR delivery processes
Ensure integration of GU People Services team with the Cross Business Service Delivery team and Field HR within the GU
Serve as a main point of contact and manage relationships with stakeholder group and key individuals
Resolve any escalated issues and risks
Facilitate team work and process integration across the team
Lead team of People Advisors and Client Account HR Leads as required
Ensure career planning and development for employees
Design and implement local employee engagement and recognition programs for the DTE in line with the entity strategy
Deliver employee Orientation and Integration
Execute key HR processes within Field HR, i.e. performance management, exit management, grievance management and career moves through internal role posting
Coordinate, deliver, prioritize and manage escalation of all activities executed by the Location HR and People Advisor teams
Ensure optimal deployment of Field HR talent across all Diamond/Global/Foundation clients and that the HR teams aligned to these clients are delivering services effectively
Work closely with the GU People Programs Lead on programs and initiatives which are cross-DTE, and with the People Advisor team to ensure that processes and programs and driven out and implemented on the ground within the respective project sites
Plan and deliver training, coaching and mentoring required to ensure that Field HR teams in each GU possess the capability and confidence to perform to the highest level
May provide end to end service delivery of all Mobility Services at a global level and accountable for coordination, delivery, employee satisfaction, prioritization and escalation for HR activities related to mobility services at a global level


The performance objectives shown below are specific to this role. If you are in this role, these objectives will appear in my Performance as a starting point for setting your objectives, using the 3+1 objectives setting approach. Within my Performance, you will select three focused objectives from this list where you can make the most significant contributions to the businessone for each leadership contribution area (Value Creator, People Developer, Business Operator)plus one objective for your professional growth (anything you want to achieve outside your daily responsibilities to develop yourself).

Value Creator

Establish self as expert or key contributor
Make/propose improvements to work products, services or processes
Increase client/customer or user satisfaction

Business Operator

Reduce/Manage risks to tasks, activities or projects
Meet deliverable requirements/service level measures/specific targets
Coordinate/implement a key initiative, process or change
Comply with company standards, procedures and policies

People Developer

Promote teamwork and a positive work environment
Maximize individual/team productivity to build or maintain a high quality team
Effectively coach/counsel others and provide feedback to improve performance
Build skills (self or others) needed to execute responsibilities

Career Level Expectations

Below are the expectations for all employees in this role. Please note that additional criteria may apply in some countries. If your home country appears in the "Country Specific Information" link at right, please

click the country name to view the applicable expectations for this role.


Degree of difficulty of an assignment or the level of problem-solving assessment and resolution required, as indicated by degree of problem-solving, strategic vs. routine focus, and stakeholder interactions (e.g.,

Executives, Supervisor, etc.)

Requires identifying and assessing complex problems for area of responsibility. Creates solutions
in situations in which analysis requires an in-depth evaluation of variable factors.
Requires adherence to strategic direction set by senior management when establishing near-term
Interaction is with senior management at a client and/or within company, involving matters that
may require acceptance of an alternate approach.


Power to influence or complete assignments independently and ability to make decisions, as indicated by

latitude to devise work products or plans, reliance on instruction and decision-making ability

Some latitude in decision-making. Acts independently to determine methods and procedures on
new assignments

Impact or Decision Impact

Risk or consequences in the event of failure, as indicated by range of expected impact, such as within a

team or across a team or area of responsibility and level of risk

Decisions have a major day to day impact on area of responsibility

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About Organisation

2COMS Consulting Pvt. Ltd.