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Workforce Management Leader

Role Description:

  • Complete ownership and management of workforce management process including Horizontal resource management, staffing and contractual hiring.
  • Accountable for resolving all escalations regarding resource management with Horizontal Heads and HR functions.
  • Lead performance management of resource coordinators across horizontals; ensure adherence to SLA, bench movement, and fulfillment accuracy.

Key Responsibilities:

  • Governance of resource management processes and conflict resolution.
  • Ensure strict adherence to guidelines for staffing resources on a project basis the account revenue, margin profile, billability and utilization requirements.
  • Conduct weekly reviews with delivery teams on staffing requirements, resource release/extensions, critical requirements, bench resource movement and corrective actions.
  • Review of low/partial billable resources with ADMs and Horizontal Heads; holds final authority to pull back resource to bench basis guidelines defined in the bench policy.
  • Resolve issues related to project staffing and exceptions; resolve staffing conflicts between projects.
  • Ensure process consistency across all resource coordinators in terms of deployment planning, documentation, and exception handling.
  • Approve staffing and bench exception request; ensure adherence to bench policy guidelines for proactive resource deployment planning through virtual pools.
  • Establish a strategic approach for managing resource pools across the Delivery organization.
  • Define and roll out sourcing, staffing strategy & key initiatives and lead the execution plan for the year.
  • Establish and manage the team of horizontal dedicated resource coordinators; establish strategic direction of contract workforce planning and program.
  • Establish automated tools for tracking and managing the staffing process starting from resource requisitions to fulfilment.
  • Oversee and lead contractor management function: Ensure efficient use of external contractors.
  • Oversee demand forecast, supply and fulfillment planning.
  • Ensure adequate resource supply chain through each fulfilment channel including freshers, bench, rotation, contracting & hiring with a view to maximize revenue realization.
  • Participate in vertical-level planning discussions with ADMs to align on upcoming demand, capability gaps, and critical skills.
  • Develop annual plan for hiring, onboarding and allocation of new recruits to various accounts and update it, quarter-on-quarter, as required.
  • Work with HR on work planning for recruitment team basis open demand and criticality considerations.
  • Oversee management of bench resources.
  • Track bench movement & utilization patterns across horizontals; ensure at-risk profiles are flagged & actioned weekly; right engagement and billing plan for bench employees.

Key Interfaces:

  • Coordinate with Sales, Delivery & HR for developing yearly recruitment & skill development plans.
  • Work with ADMs and Service Area Head to ensure adherence to staffing norms.
  • Engage with ADMs and Service Area Heads to resolve issues related to project staffing.
  • Liaise with HR department for recruitment planning.
  • Review Resource Coordinator performance metrics, TAT & bench utilization trends to identify improvement areas.

Key Metrics:

  • KPIs
  • Bench cost
  • % On-time fulfilment
  • Internal CSAT
  • Contractor-to-internal fulfillment ratio

Key Result Areas (KRAs):

  • # On/Offsite resources on bench
  • Billing loss due to delayed fulfillment
  • Avg. days for staffing a position
  • % of open positions fulfilled internally
  • Cost optimization - contractor management

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