Skip to content

HRBP for Customer Service and Support

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

The HR Business Partner (HRBP) is a highly matrixed and collaborative role.  The organization is an enterprise business, requiring HR Business Partners to work together in a cohesive and collaborative manner with their business leadership team as well as the regional HR teams and Centers of Excellence to drive the strategic people agenda. The HRBP, Customer Service & Support will be an integral member of a leadership team driving a truly interconnected people agenda that contributes to the operational and financial performance of the business.  In this role, the HRBP will be responsible for leading the execution of the people strategy to deliver business results, as well as creating tailored solutions to meet the needs of the call center support business.  The HRBP will provide functional leadership and will also be responsible for leading large- scale change.  The HRBP serves as a thought leader to the business leader(s) as well as to the broader HR organization.

Major areas of accountability

Partnering and innovating across the enterprise

    • Determines the implications of changes in the external and internal business environment and contributes to the appropriate HR response
    • Provides consulting advice, coaches and influences senior leaders on people plan and people leadership
    • Partners effectively with the US People Function, Regional HR Functions , the Centers of Excellence (CoEs) (for example Talent, Reward, Talent Acquisition, Service Delivery) to develop, deliver and promote central initiatives that drive the business strategy
    • Acts as a change agent within their organization and across HR, in particular influencing their leadership team to reflect, evolve, transform and innovate
    • Works with other HRBPs and COEs to ensure the execution of their people plan is in line with others and is non-duplicative

Strategic workforce planning

    • Interprets the business strategy to deliver the strategic workforce plan in collaboration with key stakeholders that is fit for purpose for both the short- and long-term
    • Uses predicative analytics and scenario modelling to inform strategic workforce planning
    • Uses knowledge of the external market to identify future capabilities against industry trends in order to design and execute the workforce plan

Organizational design and talent management

    • Designs the right operating model and talent management activities for their organization to support delivering the business strategy
    • Strengthens and builds the talent pool through comprehensive talent management including succession planning, talent flow and career management
    • Coaches leaders on effective management of their talent including career and development planning
Executes the talent acquisition strategy to attract and on-board required future capabilities including ensuring they themselves are deeply connected to the external markets from which talent will be sourced by partnering with the Talent Acquisition and regional HR functions.

Organizational health and effectiveness

    • Consults and identifies ways to improve business effectiveness and operational improvements in alignment with the business model
    • Creates actionable insight between organizational health and business performance; designing and executing action plans that contain appropriate levers (leadership, management practices, rewards, structure, organizational climate, etc.).
    • Actively manages the employee lifecycle to ensure a positive employee experience
    • Leads efforts to build a diverse and inclusive environment where D&I is a driver of strategy rather than compliance 
    • Interprets and promotes the Corporate Responsibility and Inclusion (CR&I) agenda for the organization.
Partners with stakeholders to reinforce and embed the desired values and culture of the organization.

Education and capability requirements

    • Business, HR degree required, relevant Master’s degree is a plus
    • Track record of designing and being accountable for the delivery of a global people strategy in a call center environment for 8+ years
    • Track record of leading the HR response to changing industry / business environments
    • Experience partnering with senior business leaders  
    • Experience working in global, complex, matrix environments
    • Experience actively managing health of an organization (engagement, culture, D&I etc.)
10+ years of experience with broad HR responsibilities


PHP 1M – 1.9M