People Manager - Customer Care

To work with the Customer Care Manager to build a high performing team in Mumbai. The job holder is accountable for providing expert HR, organisational development and talent acquisition support and advice to enable successful execution of business and regional strategies.

This role takes the lead on key Human Resource compliance and policy matters for the Customer Care Hub and supports the local people teams with any area of policy connected to industrial relations, employee relations and legal matters including health and safety policy, practices and training.

To lead the people function and provide strategic business partnership for all functions within the customer care hub. This role is the single point of accountability for the people strategy, execution and operations. To be a key member of the Regional People Team and take a key role in improving employee experience, HR operations and Compliance

Core People Functions:

• Advise managers on people decisions, balancing departmental and organizational needs.
• Manage people cost budgets, headcount approvals, and ensure data integrity and budgeting timelines.
• Ensure compliance with employment law, health and safety, payroll processes, and governance.
• Design and communicate people policies aligning with local regulations and global standards.
• Handle employee exits, disciplinary, and grievance issues professionally.
• Identify critical roles and ensure coverage plans for absences or turnover.
• Enhance employee experience through effective HR practices and systems.
• Collaborate with Regional People Managers on Talent Acquisition, Employee Relations, and Performance Development.
• Any other reasonable task as required

High Performance Culture:

• Participate in recruitment for key roles and meet recruitment targets.
• Provide leadership training, coaching, and support for managers individually and in groups.
• Oversee and enhance the performance management process.
• Utilize people frameworks to build performance management capabilities in line managers.
• Support managers with performance improvement plans and consistency in performance management.
• Manage performance-related pay alignment and conduct exit interviews to analyze trends and issues.

Occupational Health and Safety:

• Partner with GSORM to foster a strong safety culture and ensure employee safety.
• Stay informed on local and regional health and safety legislation and trends.
• Implement GSORM policies and guidelines to meet company and legal requirements.
• Coordinate health and safety investigations, training, and work with expert suppliers.
• Ensure timely health and safety reporting and manage incident and near-miss reporting processes.

Compliance Legal Support:

• Ensure HR compliance with contracts, agreements, and local legislation.
• Expertly handle industrial agreements and service conditions.
• Drive consistency in HR policies and contracts; update leave and return-to-work policies.
• Conduct regular audits for process compliance and support improvements.
• Advise on legal risks and resolutions; manage potential legal issues proactively.
• Monitor and adapt to employment law changes to maximize opportunities within regulations.

EA

• Emergency Accident and Crisis Response responsibilities as required

Academic qualifications:

• Bachelors degree in any field.
• Additional HR qualifications / certifications will be an advantage.

Knowledge, skills and experiences:

• 7+ years Human Resources experience in a complex international matrix organisation
• Experience of working in an HR role across multiple countries within Europe
• Ability to work with multiple teams and to create positive changes in a collaborative, convincing manner and the ability to manage client expectations
• Ability to manage difficult situations with tact, diplomacy and discretion; multi-task in a fast-paced environment; and maintain confidentiality is critical
• Ability to operate effectively in ambiguity. Understanding the issue and utilising the resources available, to achieve the desired solution with sensitivity
• Strong understanding of health and safety requirements and environment
• Strong compliance Mindset with high attention to detail
• Excellent written and verbal communication skills including collaboration, coaching and counselling skills
• Excellent interpersonal and stakeholder relationship management skills
• Travelling within the region is required