VP of Human Resources

About the role We are seeking a dynamic Vice President of Human Resources to unify and lead Talent Acquisition, HR Operations, and Employee Experience. In the BPO landscape, the workforce is the product—and this executive will sit at the critical intersection of Operations, Workforce Management, and Client Services. Reporting directly to the CPO, you will operate on-site to lead the shift from traditional HR to a strategic, data-driven partnership model. You will be instrumental in driving margins, protecting client SLAs, and ensuring the organization transforms into an Employer of Choice during an aggressive global scale-up. Key Responsibilities People Strategy & Executive Partnership Business Alignment: Build and own a multi-year people strategy tied directly to revenue, delivery, and margin targets—operating as a business leader, not just a functional HR head. Executive Advisory: Serve as a senior advisor to the executive team on workforce cost, capacity, site strategy, and organizational risk. Own the People P&L and departmental budget covering headcount, recruiting spend, systems, and vendors. Client Facing: Represent the People function in client QBRs, site visits, RFP/bid responses, and new logo pursuits—providing labor market feasibility, wage benchmarking, ramp capacity, and attrition modeling. Talent Acquisition & Ramp Delivery SLA-Driven & Niche Hiring: Own high-volume hiring to meet client commitments, as well as specialized niche and technical recruitment. Full Funnel Economics: Optimize cost-per-hire, time-to-fill, offer conversion rates, day-one show rates, and 90-day attrition rates. Hold the TA team accountable for quality of hire, not just volume. Workforce Planning: Partner directly with Operations and WFM on rolling headcount forecasts, backfill triggers, and redeployment planning to ensure talent is moved, not lost, when programs contract. Scalable Sourcing: Build sourcing engines that scale (referral programs, community/campus pipelines, RPO partners) and design predictive assessments (language, technical, behavioral) that forecast on-floor performance. HR Operations & Compliance Operating Model: Run a scalable HR operating model with tiered service delivery, clear SLAs, self-service tools, and measurable case management resolution times. Compliance & Risk: Ensure strict compliance with DOLE regulations, local labor laws, and statutory benefits across all jurisdictions. Manage employee relations, disciplinary frameworks, and consistent policy application. Audit & Systems: Lead HRIS strategy and data integrity (e.g., Workday), supporting client and third-party audits regarding data privacy and security (SOC 2, HIPAA, ISO 27001) as they relate to personnel. People Analytics: Deliver clean, decision-ready data including attrition by cohort/program, controllable vs. uncontrollable metrics, absenteeism, shrinkage contribution, and cost-of-attrition modeling. Employee Experience & Retention Own the Attrition Number: Diagnose root causes (leader quality, schedule, pay, onboarding gaps) and drive targeted structural interventions rather than generic engagement activities. 90-Day Focus: Build a robust retention strategy focused on the critical first 90 days, integrating structured onboarding, nesting support, and early-warning check-ins. Continuous Listening: Run enterprise listening infrastructure (eNPS, pulse checks, stay/exit interviews) and design culturally relevant recognition and wellbeing programs for a 24/7, multi-site workforce. Career Mapping & Internal Mobility Job Architecture: Build and maintain the leveling framework, job families, and transparent progression criteria from entry-level agent through senior leadership. Succession Planning: Set and hold strict internal fill-rate targets for supervisory roles. Run talent reviews focused on the Team Lead layer, which drives frontline retention more than any other factor. Total Rewards Partnership: Partner with Total Rewards to define pay bands and progression paths that make internal mobility financially credible and attractive. Organizational Development & L&D Org Design & Change Management: Lead organizational design for new client programs, site launches, and restructures. Drive change management for transformation initiatives, including AI deployment and operating model shifts. Enterprise L&D Strategy: Clarify the handoff between Operations Training and capability development. Build the leadership pipeline (first-time leader programs, Team Lead academies) to produce supervisors who coach, not just report. Training ROI: Own the LMS strategy and measure training effectiveness against actual on-floor performance, focusing on speed to proficiency, throughput, and post-training quality scores. About you Minimum of 12 years of progressive HR leadership, including at least 5 years in a senior executive role directing the end-to-end HR lifecycle. You must have proven experience overseeing Talent Acquisition, HR Business Partnering, and Learning & Development within a high-volume, SLA-driven BPO or contact center environment. Deep financial literacy and business acumen. You must be comfortable managing a People P&L and aligning talent strategies directly with revenue and margin targets. You are a leader who prefers to walk the floor and stay connected to the operation rather than managing from behind a desk. A proven track record of leveraging HR analytics to predict workforce trends, drive structural retention improvements, and hold the HR function to quantify business outcomes. High executive presence with the ability to influence a globally dispersed C-suite, external clients, and a complex, 24/7 multi-site workforce. What Success Looks Like First 90 Days: Complete a full diagnostic of attrition drivers, hiring funnels, and compliance to establish a prioritized 12-month executive roadmap. First 6 Months: Consistently meet all client hiring commitments on time while launching transparent career progression paths for the frontline. First 12 Months: Achieve a measurable reduction in annualized attrition and significantly improve internal fill rates for supervisory roles.