Head - Workforce Effectiveness

Role Purpose:

Lead the Workforce Effectiveness function with end-to-end accountability for outsourced workforce lifecycle management, partner governance, service agreements, cost management, functional capability building, performance analytics, sales compliance, and location monitoring across channels.

The role will drive productivity, governance, compliance, cost efficiency, and operational excellence through data-led interventions, standardized processes, and effective partner management.

Key Responsibilities:

1. Outsourced Workforce / NFTE Lifecycle Management:

• Own the end-to-end lifecycle of outsourced / NFTE workforce, from talent acquisition and onboarding through performance management and exit.
• Manage Performance Service Agreements (PSAs), including new contracts, renewals, partner reviews, SLA adherence, commercial governance, and quality scorecards.
• Establish governance mechanisms for outsourced workforce partners and drive adherence to agreed service, quality, productivity, and compliance standards.
• Ensure statutory, regulatory, and site-level compliance across channels through robust controls and periodic reviews.
• Drive process standardization, productivity improvement, innovation, and best-practice adoption across partners using data-led insights.

2. Functional Training & Capability Development:

• Define and execute functional training strategy for NFTEs across Sales, Collections, Operations, and Customer Service.
• Identify capability gaps and develop interventions to improve productivity, quality, and process adherence.
• Drive the productivity ramp-up of new Sales FOS/NFTEs through structured, industry-aligned training programs and interventions.
• Partner with business and training teams to measure training effectiveness and translate learning interventions into business outcomes.

3. Performance Reporting & Analytics:

• Develop and institutionalize performance reporting and analytics for FTE and NFTE populations across functions.
• Design, review, and standardize Variable Incentive Compensation (VIC) models to align employee/partner performance with strategic and operational objectives.
• Monitor productivity, performance, incentive payouts, and trend movements; provide actionable insights to senior management.
• Identify performance gaps and recommend data-backed corrective actions to improve business outcomes.
• Establish a standardized framework for FTE contests, including evaluation of business cases, expected benefits, and alignment with organizational priorities.

4. Sales Compliance & Location Monitoring:

• Lead governance frameworks for sales process compliance, including location monitoring, consequence management, fraud recovery, and access management.
• Design and monitor the Consequence Management framework for NFTEs in collaboration with Fraud Risk Management, Sales, and Workforce Effectiveness teams.
• Define and periodically review controls for PSA-managed sales sites.
• Drive structured audits and governance reviews to ensure adherence to location monitoring, sales controls, and defined operating standards.
• Identify control gaps and implement corrective actions in partnership with relevant stakeholders.