Senior Manager - Human Resource-HR

Job Title: Senior Manager – Human Resources Business Partner

Location: Gurgaon
Department: Human Resources

About IGT Solutions

IGT Solutions Pvt Ltd is a leading IT and BPM services organization delivering innovation and business excellence across the Travel, Transportation, and Hospitality domain. With 10,000+ travel industry professionals and 15 global delivery centers, IGT partners with airlines, travel management companies, OTAs, airports, cruise liners, railways, and hotels worldwide to provide integrated IT-BPM services including Application Development, Mobility, Testing, Analytics, Contact Center Services, Back Office Services, and Consulting.

IGT Solutions is an equal opportunity employer committed to maintaining a diverse and inclusive workplace.

Role Overview

The Senior Manager – HR Business Partner will serve as a strategic HR leader for the Gurgaon branch, driving the people agenda in alignment with business objectives. This role requires a seasoned HR professional with strong exposure to BPO/Contact Center environments, capable of leading HR operations, strengthening employee engagement, ensuring compliance, and partnering with business leaders to enhance organizational effectiveness and retention.

Key Responsibilities

Strategic HR Leadership

• Act as a trusted advisor to business leaders, aligning HR strategies with operational goals.
• Lead and manage end-to-end HR operations for the Gurgaon location.
• Drive workforce planning, talent management, and succession planning initiatives.
• Strengthen employer branding and talent intelligence initiatives.

Employee Relations & Engagement

• Resolve employee grievances and concerns within defined SLAs, ensuring systematic tracking and closure.
• Drive employee engagement initiatives in collaboration with cross-functional teams.
• Maintain attrition at 5% or below through proactive engagement and retention strategies.
• Conduct exit interviews, analyze turnover data, and recommend corrective interventions.
• Facilitate engagement forums, document action plans, and ensure timely follow-ups.

Performance & Talent Management

• Ensure timely KRA sign-offs for new hires and role transitions.
• Oversee half-yearly and annual performance appraisal cycles.
• Monitor training plans, development initiatives, and performance improvement programs.
• Partner with leaders to identify high-potential talent and retention risks.

Compliance & Governance

• Ensure adherence to labor laws and statutory compliance requirements.
• Enforce Discipline Policy, Code of Conduct, Zero Tolerance Policy, Security Policy, and Data Privacy standards.
• Promote a non-discriminatory, inclusive, and bias-free workplace.
• Collaborate with stakeholders to ensure consistent policy implementation across departments.

HR Analytics & Reporting

• Track key HR metrics including attrition, engagement scores, performance outcomes, and compliance indicators.
• Use data-driven insights to influence business decisions and workforce strategies.

Qualifications & Experience

• Bachelor’s degree in Psychology, Industrial Relations, Human Resource Management, or related field (Master’s preferred).
• 10+ years of progressive HR experience, with significant exposure to BPO/Call Center environments.
• Proven experience in leading HRBP functions at a senior level.
• Strong understanding of labor laws and HR compliance frameworks.
• Expertise in employee engagement, retention strategy, performance management, and employee relations.
• Strong analytical, communication, and stakeholder management skills.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Willingness to work onsite in Gurgaon and flexible to operate in a 24/7 environment if required.

Preferred Competencies

• Strategic thinking with strong business acumen.
• High emotional intelligence and conflict resolution capability.
• Strong change management and transformation experience.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience managing large employee populations in a matrixed structure.