2COMS Consulting Pvt. Ltd.
  • Hyderabad
  • 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 levels 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

Overall Adapt, communicate and implement the strategic direction of all operations to ensure adherence to global policies and processes
Define the operational framework for the HR 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 Interlock process owners to improve the end to end HR delivery processes
Ensure integration of People Services team with the Cross Business Service Delivery team and HR within the HR 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 entity strategy
Deliver employee Orientation and Integration
Execute key HR processes within 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 HR talent across all Global/Foundation clients and that the HR teams aligned to these clients are delivering services effectively
Work closely with the People Programs Lead on programs and initiatives which are cross-company, 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 HR teams in each 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 Performance as a starting point for setting your objectives, using the 3+1 objectives setting approach. Within 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

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 goals.
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

Degree of accountability for assigned tasks, our clients and/or the organization, as indicated by size of work effort and scale of entity and/or program
Manages large - medium sized teams and/or work efforts at a client or within Company

Skills and Proficiency Expectations

Below are the skills and minimum levels of proficiency (or depth of skill) that employees in this role are expected to possess. Adaptations to these criteria apply in some countries.

To see definitions of these skills, download the Skills List from Career Connection.

Skill Name:

Career Management Planning
Change Management
Communication Planning and Management
Discipline and Grievance Management
Employee Relations
HR Strategy Development
Journey Management
Leadership Development
Organization Design & Architecture
Organizational Governance Design
Performance Mgmt Process Design
Service Delivery
Stakeholder Management
Succession Planning
Talent Management

Job Posted By


About Organisation

2COMS Consulting Pvt. Ltd.