Head of Human Resources

Head Human Resources (Bulk Hiring & Future CHRO Track)

Location: Mumbai (Multi-location oversight)

Reporting To: CEO ICCS DigX

About ICCS DigX

ICCS DigX is a next-generation AI-enabled BPM and CX organization, transitioning from traditional FTE-driven operations to performance- and outcome-based delivery models. As we scale toward our 500 Cr growth ambition, workforce stability and performance culture are mission-critical.

Role Mandate

To immediately build and stabilize a high-volume frontline hiring engine (8001000 hires per month capability) to eliminate revenue loss due to manpower gaps, and subsequently institutionalize HR strategy, performance architecture, and governance frameworks positioning the role to evolve into CHRO.

This is a business-critical, revenue-linked role.

PHASE 1: 09 Months (Operational Priority Hiring Engine)1 Build a Scalable High-Volume Hiring Model

• Design and lead recruitment engine capable of 8001000 frontline hires per month.
• Build and manage a strong TA team (2040 recruiters).
• Establish multi-channel sourcing ecosystem (vendors, portals, referrals, campus, digital campaigns).
• Improve offer-to-join ratios and reduce time-to-fill.

2 Revenue Protection Through Seat Fulfillment

• Collaborate with Delivery & Sales to create rolling manpower forecasts.
• Maintain 100% seat fulfillment across processes.
• Build 510% manpower buffer planning.
• Create hiring war-room dashboards reviewed weekly with CEO.

3 Reduce Early Attrition

• Address 030 & 090 day attrition.
• Improve screening frameworks and onboarding journey.
• Align recruiter & supervisor accountability to retention metrics.

4 Recruitment Cost & Productivity Optimization

• Reduce cost per hire.
• Improve recruiter productivity metrics.
• Build data-driven hiring dashboards.

PHASE 2: 924 Months (Strategic HR Leadership)

Once hiring stabilizes, the role expands into:

5 Performance & Incentive Architecture

• Implement OKR-driven performance systems.
• Redesign variable pay for frontline and leadership.
• Align incentives to outcome-based contracts.
• Improve productivity per employee.

6 Organizational Design & Leadership Development

• Redesign org structure for scale.
• Build succession planning and leadership pipeline.
• Strengthen HRBP model across business units.

7 Culture & Institutionalization

• Drive shift from FTE mindset to outcome-driven culture.
• Implement structured HR governance.
• Build employer branding for AI-first BPM positioning.
• Support international expansion workforce planning.

Key Success MetricsPhase 1 (First 9 Months)

• Hiring capacity of 8001000 per month.
• 100% seat fulfillment.
• Significant reduction in revenue leakage due to manpower shortage.
• Improved offer-to-join ratio.
• Reduced early attrition.

Phase 2 (1224 Months)

• Institutionalized performance framework.
• Improved productivity per employee.
• Reduced overall attrition.
• Governance-ready HR structure.
• Strong leadership bench.

Ideal Candidate Profile

Experience Required:

• 1520 years HR experience.
• Must have led high-volume hiring (5001500/month).
• Experience in BPO / Collections / Sales-driven organizations.
• Managed large TA teams (20+ recruiters).
• Exposure to performance-linked compensation structures.

Preferred:

• Experience scaling organization from operational chaos to structured governance.
• Exposure to PE-backed or high-growth environments.
• Strong commercial understanding (revenue impact of manpower gaps).

Core Competencies

• Execution-oriented and data-driven.
• Strong operational leadership.
• High ownership mindset.
• Business-first HR thinking.
• Comfortable challenging senior stakeholders.
• Ability to transition from operator to strategist.

Career Path

This role is designed to evolve into Chief Human Resources Officer (CHRO) based on demonstrated success in:

• Stabilizing hiring engine.
• Reducing revenue leakage.
• Institutionalizing performance culture.
• Building scalable HR systems.

Compensation Structure

• Competitive Fixed.
• Strong Performance-Linked Variable:
• Hiring targets
• Seat fulfillment
• Attrition reduction
• Revenue impact metrics
• Long-term retention / leadership incentive.