Head of HR

Overall Purpose of the Job

The Head of HR, Delhi Site, is a strategic partner to the Site leadership team, driving people strategies that align with business goals. This role oversees all aspects of HR operations including talent acquisition, employee engagement, performance management, compensation & benefits, compliance, and organizational development. This role will ensure HR practices are aligned with labor laws and market expectations, while fostering a high-performance and inclusive culture.

Key Responsibilities:

Partner with leadership to shape and implement HR strategies that drive business growth for Delhi Site. Lead workforce planning and organizational design initiatives. Champion change management and fosters a strong organizational culture through targeted programs that align with strategic goals and support employee engagement, adaptability, and long-term success.

Talent Acquisition & Employer Branding

• Establish and continuously refine recruitment, hiring, and onboarding frameworks, integrating industry best practices to drive scalability, consistency, and long-term effectiveness. Develop metrics that enable data-driven decision-making and continuous improvement.
• Lead end-to-end recruitment for all site roles (frontline, operations, and support functions) ensuring high-quality hires aligned with service culture.
• Collaborate with Operations and Workforce Management to ensure right staffing levels and skills mix based on client and seasonal demand.
• Build strong partnerships with educational institutions, and referral programs to maintain a steady talent pipeline.
• Strengthen strategic sourcing capabilities by aligning recruitment efforts with workforce planning and business priorities. Ensure timely and targeted support for critical roles, including running assessments and evaluating talent pipelines.
• Partner with hiring managers to design future-ready job descriptions, mapping competencies that align with evolving business needs and organizational goals.
• Collaborate with Talent Acquisition to elevate Aspire’s position in the talent market, enhancing candidate experience and engagement across all touchpoints.
• Embed best-in-class practices across sourcing, assessment, and onboarding processes, ensuring operational excellence while supporting strategic workforce objectives.

HR Operations & Compliance

• Ensure HR compliance and governance by aligning policies and practices with local labor laws, regulatory requirements, and global standards.
• Design and oversee seamless onboarding and offboarding experiences, integrating asset management, HR induction, and orientation to reinforce employee engagement and operational efficiency.
• Lead payroll governance, ensuring accurate processing and timely statutory submissions to local authorities, while embedding controls that support audit readiness and compliance.
• Review and validate attendance and operational data, ensuring accuracy in monthly payroll and enabling data-driven workforce insights.
• Manage compensation and benefits administration, resolving employee queries related to payroll, insurance, and welfare, while continuously improving service delivery and employee satisfaction.
• Provide strategic HR administrative oversight across workplace safety, regulatory reporting, data protection, visa/work permit management, disability support, and training operations, ensuring alignment with business continuity and compliance goals.
• Champion policy adherence and operational discipline, ensuring all HR policies—legal, regulatory, company, and global—are consistently applied and embedded across the organization.
• Handle employee grievances, disciplinary actions, and terminations with fairness, sensitivity, and adherence to policy.
• Maintain strong relationships with local authorities, labor consultants, and external stakeholders as needed.

Employee Engagement & Development

• Act as the local custodian of the company’s culture and values, reinforcing the global brand ethos through all people practices.
• Serve as the culture ambassador for the site — reinforcing Aspire’s (or company’s) global culture of service, empathy, and excellence.
• Support leadership communications, events, and celebrations that build pride and belonging.
• Act as a trusted advisor to the Site Head and leadership team on all people matters.
• Design and implement employee engagement and recognition programs that reflect global initiatives while being locally relevant.
• Conduct regular listening forums, skip-level interactions, and pulse surveys to understand employee morale and take corrective actions proactively.
• Be a champion of employee well-being and inclusion, ensuring a positive and respectful workplace for all.
• Facilitate performance management and career development frameworks, embedding a culture of continuous feedback, growth, and accountability across the organization.
• Provide strategic guidance on employee retention planning, leveraging data and insights to shape initiatives that address key drivers of engagement and turnover.
• Ensure performance improvement plans are in place and effectively managed, supporting leaders in addressing performance gaps with fairness and consistency.
• Oversee the annual performance management cycle, including objective setting, mid-year check-ins, and year-end reviews, ensuring alignment with organizational goals and talent development outcomes.
• Manage involuntary terminations in compliance with local regulations, ensuring processes are handled with professionalism, fairness, and minimal disruption.
• Equip managers with the knowledge and tools to apply HR policies effectively, through targeted training and ongoing support, enabling confident and compliant people leadership.
• Partner with the Training & Quality Head to ensure ongoing learning interventions for concierge and service delivery teams.
• Support career development and succession planning, identifying high-potential talent within the site.

Compensation & Benefits

• Partner with regional Compensation & Benefits teams to ensure compensation structures are both competitive and compliant, supporting talent attraction, retention, and alignment with market benchmarks.
• Advise the Managing Director on optimizing C&B strategies with a focus on efficiency and budget-conscious planning, balancing cost control with employee value proposition.
• Collaborate with the HR Director, APMEA Region and C&B teams to ensure benefit offerings are well-structured, relevant, and effectively administered, enhancing employee satisfaction and operational consistency.
• Provide strategic recommendations on incentive programs and salary adjustments, including monthly/quarterly bonuses and annual budget planning, to maintain market competitiveness and internal equity.

HR Governance & Data

• Produce HR staffing metrics and dashboards to support HR processes including absence management.
• Manage HR data in a timely manner while adhering to confidentiality requirements.
• Ensure organizational charts are current and up to date.
• Participate in global HR forums to provide site-level insights, workforce trends, and people metrics.

Employee Relations & Communication

• Serve as a HR partner and trusted advisor to employees and managers, fostering a culture of engagement, inclusion, and continuous improvement through proactive guidance on people-related matters.
• Lead grievance redressal and disciplinary processes with integrity and fairness, ensuring alignment with organizational values, legal compliance, and long-term employee relations strategies.
• Drive internal HR communications and orchestrate company-wide initiatives that reinforce organizational culture, enhance employee experience, and support strategic business priorities.
• Provide timely support and counsel to employees, balancing empathy with business needs, and enabling a resilient, high-performing workforce.

Regional Collaboration

• Participate in Regional HR improvement projects periodically.
• Ensure alignment with global HR policies and practices.
• Any other duties as assigned by HR Director APMEA.

Requirements

• Flexible/adaptable and able to keep up with fast paced environment.
• Self-motivated and able to work independently.
• Ability to work under pressure and meet deadlines, juggling and managing multiple projects and priorities, while maintaining a professional demeanor is required.
• Superior time-management skills along with strong sense of urgency.
• Superior level of discretion, as position requires access to highly confidential program, client and organizational matters.
• Detail oriented with focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence.
• Able to thrive in a performance-based environment.
• Highly adaptable, self-motivated and self-disciplined.

Qualifications

• Degree in any discipline.
• At least 10 years’ experience in Human Resources Management with a working knowledge of all functional areas within Human Resources
• Prior experience with call center industry and/or travel industry preferred.
• Experience of working in a complex, matrixed international organization, including handling remote teams.
• Proven hands-on capabilities in employee relations, with a firm grasp of employment law/practices across India
• A strong team player with excellent interpersonal skills, and ability to engage with a very diverse employee population.
• Excellent verbal and written communication skills with strong service orientation
• Demonstrates a high level of professionalism and strong work ethic.
• Exercise discretion and interpersonal judgment when handling sensitive and highly confidential information.

Required Languages:

• Good spoken and written English language skills along with local vernacular Hindi

Travel Requirements:

Domestic travel may be required.