Senior Vice President & Head - Workforce Effectiveness

SBI Card · Gurugram, India

Role Purpose: The role leads the Workforce Effectiveness Function, with end-to-end accountability for Outsourced Workforce Life Cycle Management, Vendor Service Agreements & Cost Management, Functional Training for NFTEs, Performance Reporting & Analytics, Sales Compliance and Location Monitoring across channels. The role ensures productivity, compliance and partner governance to drive operational excellence and business impact.

Role Accountability:

NFTE (Non Full Time Employee) Lifecycle Management:

• Design and implement wing to wing Outsourced Employee Life Cycle Management, from Talent Acquisition to Exit.
• Manage Performance Service Agreements (PSAs) including new contracts, renewals, partner review, SLA adherence, and quality scorecards.
• Oversee site compliance across channels ensuring regulatory/statutory adherence and institutionalized controls.
• Drive process efficiency, innovation, and standardization through data led interventions and best practice sharing across partners.

Functional Training:

• Strategize and execute functional training needs for Sales, Collections, Operations & Customer Services NFTEs.
• Drive productivity slope for new Sales FOS (NFTE) through industry aligned training content and delivery.

Performance Reporting & Analytics (FTEs & NFTEs):

• Design, evaluate, standardize, and align Variable Incentive Compensation (VIC) models across functions to drive strategic and operational outcomes.
• Monitor performance and payout trends, present insights to management, and recommend course corrections.
• Implement a standard approach for FTE contests across functions and evaluate proposals for benefit realization and alignment to organizational objectives.

Sales Compliance & Location Monitoring:

• Develop and lead processes to ensure compliance in sales workflows including Location Monitoring, Consequence Management, Fraud Recovery, and Access Management.
• Design and monitor the Consequence Management Process for NFTEs in partnership with FRM, Sales & Workforce Effectiveness teams.
• Define and review controls for PSA-managed Sales Sites and drive structured audits for Location Monitoring and adherence.

Measures of Success:

• Budget Management & Cost Optimization
• Timely hiring of NFTEs
• Process adherence to approved SOPs
• Timely design & roll-out of VIC models
• Zero adverse observations in internal/external audits
• On-time renewal of PSA agreements with cost efficiencies
• Training ROI demonstrated through productivity uplift
• Improved FTE/NFTE productivity against benchmarks
• Timely & accurate MIS/Business reports published
• Effective utilization of BI tools, translating into clear insights and business impact

Technical Skills / Experience / Certifications:

• Strong Partner Management experience with deep market knowledge of manpower models.
• Exposure to vendor statutory compliance and evolving manpower trends.
• Experience in training design & execution for large distributed workforces.

Competencies critical to the role:

• Stakeholder Management
• Process Orientation
• Detail Orientation
• Business Acumen
• High Impact Communication

Qualifications : Graduate, preferably MBA in any relevant discipline.

Preferred Industry : Service Sector / Financial Services / Credit Card Industry.