Chief Human Resources Officer

Chief Human Resources Officer (CHRO)

Position

Chief Human Resources Officer (CHRO)

Reports To

CEO & Managing Director

Location

Noida (with multi-site oversight across India)

Work Mode

Full On-site

Experience

15–25 years post-MBA, with mandatory high-volume BPM / BPO / Contact Centre hiring leadership

Education

MBA / PGDM in HR from a Tier 1 or Tier 2 business school

Compensation

₹ 50,00,000 – ₹ 70,00,000 per annum + Performance Variable + ESOP

Employment Type

Full-time, Permanent

About ICCS DigX Limited

ICCS DigX Limited is a leading Business Process Management (BPM) and Customer Experience (CX) organisation, serving enterprises across BFSI & FinTech, Healthcare, E-commerce & Quick Commerce, Retail & Consumer Durables, Telecom & D2H, Travel, Logistics & Hospitality, Utilities & Energy, and PSUs. With 6,000+ professionals across multiple delivery centres in India, a portfolio of AI-driven digital offerings (DigX Omni, DigX Voice Bots, AI Chat, DigX QMS), and an active growth and capital-markets journey, ICCS is reimagining customer experience through Human + AI synergy.

Why This Role

This is a CXO seat at one of India's fastest-growing BPM organisations, with direct reporting to the CEO and a Board-level mandate to build a world-class HR function. The CHRO will own the people agenda end-to-end — from solving an urgent, business-critical workforce stability challenge in the near term, to institutionalising performance, culture, and governance frameworks that will support ICCS DigX through its next phase of growth, including its capital-markets journey.

This is not a maintenance role. It is a builder's role for an HR leader who has scaled hiring engines, built performance cultures, and led HR through periods of high growth and transformation.

Role Summary

The CHRO will lead the Human Resources function at ICCS DigX, with direct accountability to the CEO and the Board. The role demands a leader who can operate across two horizons simultaneously — solving an immediate, revenue-linked workforce stability challenge (Priority 1) while building the long-term HR architecture, performance culture, and governance frameworks that will define ICCS DigX as it scales (Strategic Mandate).

Workforce stability is mission-critical. Revenue leakage due to manpower gaps is the single largest operational risk we are solving for. The CHRO is expected to own this challenge personally, with executive sponsorship and full organisational support.

Key Responsibilities

Priority 1: Workforce Stability & Hiring Engine (First 9 Months)

•     Build a scalable high-volume hiring engine capable of delivering 800–1,000 frontline hires per month across geographies, with consistent quality and lower cost-per-hire.

•     Build and lead a strong Talent Acquisition team of 20–40 recruiters across regions; establish a multi-channel sourcing ecosystem (vendors, portals, referrals, campus, digital, walk-ins).

•     Own seat-fulfilment governance — partner with Delivery, Sales, and Finance to build rolling manpower forecasts, maintain a 5–10% buffer pipeline, and drive 100% seat fulfilment across programs.

•     Reduce early-stage attrition (0–30 day and 0–90 day) through sharper screening, structured onboarding, supervisor accountability, and joining-week interventions.

•     Establish a weekly Hiring War Room with the CEO — data-driven dashboards on hiring pipeline, offer-to-join ratios, attrition, and revenue impact of manpower gaps.

Strategic HR Leadership

•     Design the performance and incentive architecture — OKR / KPI-driven performance management, variable pay redesign for frontline and leadership, alignment of incentives to outcome-based client contracts.

•     Own the Total Rewards strategy — compensation benchmarking, salary bands, incentive structures, retention programmes, and ESOP administration for the leadership team.

•     Lead organisational design and workforce planning — manpower budgeting, pyramid structures, span-of-control benchmarking, and capacity planning across business units.

•     Drive culture and engagement — shift the organisation from an FTE-driven mindset to an outcome-driven, performance-led culture; institutionalise a high-performance, high-ownership environment.

•     Build leadership development and succession — identify high-potential leaders, build leadership pipelines, design structured development interventions for senior and mid-management.

HR Governance, Compliance & Operations

•     Ensure full statutory and regulatory compliance — PF, ESI, Gratuity, Bonus Act, Shops & Establishment Act, Contract Labour Act, POSH, and other applicable labour laws across all delivery centres.

•     Own HR Operations end-to-end — HRMS/HRIS administration, payroll governance, employee lifecycle management, employee relations, and grievance redressal mechanisms.

•     Build HR analytics and reporting frameworks — institutionalise data discipline across hiring, attrition, productivity, engagement, and compensation metrics; deliver Board-level HR governance reporting.

•     Lead employer branding and external positioning — strengthen ICCS DigX's positioning as an AI-first BPM employer of choice in target talent markets.

Business Partnership

•     Serve as a strategic partner to the CEO and SLT — including Delivery, Sales, Finance, and Operations heads — on people decisions that materially impact business outcomes.

•     Support investor and capital-markets engagement on people-related matters, including diligence, governance disclosures, and ESG-related people reporting.

•     Lead M&A integration from a people perspective if and when applicable, including cultural integration, talent retention, and organisational design.

Mandatory Requirements

•     MBA / PGDM in Human Resources from a Tier 1 or Tier 2 business school (e.g., XLRI, TISS, IIM, MDI, SCMHRD, NMIMS, FMS, IIM Ranchi, SIBM, JBIMS, K J Somaiya, IMI, MICA, IMT Ghaziabad, or equivalent).

•     15–20 years of post-MBA HR experience, with progressive leadership responsibility.

•     Mandatory: Demonstrated leadership of high-volume frontline hiring (minimum 500 hires per month) at a BPM, BPO, Contact Centre, Collections, or Sales-driven services organisation.

•     Direct experience managing Talent Acquisition teams of 20+ recruiters across multiple geographies.

•     Hands-on experience with performance management, variable pay design, and incentive structures linked to operational outcomes.

•     Track record of operating at VP HR, Head HR, or CHRO level at an organisation with 3,000+ employees.

Preferred Qualifications

•     Prior CHRO or Head HR experience at a Tier 1 BPM/ITES organisation.

•     Exposure to PE-backed, high-growth, or IPO-track environments.

•     Experience scaling HR from operational chaos to structured governance.

•     Experience leading HR through a capital-markets event (IPO, acquisition, fundraise).

•     Familiarity with AI-led or technology-led service businesses.

Core Competencies & Mindset

•     Execution-first leader — comfortable owning operational targets and revenue-linked outcomes.

•     Business-first HR thinker — sees HR as a lever for commercial performance, not a support function.

•     High-ownership mindset — takes accountability for outcomes, not just inputs.

•     Comfortable challenging senior stakeholders, including the CEO, with data and conviction.

•     Ability to transition fluidly between operator mode (hiring war room) and strategist mode (Board governance).

•     High personal integrity, sharp commercial judgement, and a continuous-improvement orientation.

What We Offer

•     A CXO seat with direct reporting to the CEO and exposure to the Board, investors, and external advisors.

•     Compensation in the range of ₹60–80 LPA fixed, with a strong performance-linked variable tied to hiring targets, attrition reduction, and revenue impact metrics.

•     ESOP eligibility under the Board-approved scheme, with long-term wealth creation potential as ICCS DigX scales.

•     Comprehensive benefits including Group Health Insurance, PF, Gratuity, and senior leadership perquisites.

•     The opportunity to shape the HR function at a fast-growing, AI-led BPM organisation through its next inflexion point.

•     A culture of ownership, learning, and merit-driven progression.