Principal HR Business Partner

The Principal HR Business Partner will support the Customer Success function, acting as a strategic advisor to business leaders and shaping people strategies in alignment with organizational priorities. This Hyderabad-based role requires expertise in employee relations, stakeholder management, and HR solutions delivery in a global, BPO or Customer Support environment. The role is office-based from 1 PM to 10 PM, Monday through Friday, and involves close collaboration with HR Centres of Excellence and global stakeholders to implement impactful HR initiatives.

Key Responsibilities

• Serve as a strategic partner to business leaders, aligning HR strategies to business goals.
• Collaborate with global stakeholders to ensure local HR practices align with organizational objectives.
• Lead complex employee relations cases, including investigations, grievances, and disciplinary actions.
• Partner with legal, compliance, and leadership teams to ensure HR practices meet Indian laws and global standards.
• Analyze people data and trends to influence decision-making and enhance employee experience.
• Support workforce planning, talent management, and organizational transformation initiatives.
• Facilitate performance management, coaching, succession planning, and leadership development.
• Champion HR projects and drive continuous improvement initiatives.
• Foster a culture of inclusion, engagement, accountability, and high performance.

Required Skills & Qualifications

• 10+ years of progressive HR experience, including HR Business Partnering.
• MBA or equivalent postgraduate qualification in HR (preferred).
• Strong expertise in employee relations and handling complex HR cases.
• Experience supporting BPO or customer support operations is essential.
• Proven ability to work with global stakeholders in a matrixed environment.
• Demonstrated success in launching new sites for global operations (desirable).
• Thorough knowledge of Indian labour laws and compliance practices.
• Excellent interpersonal, communication, and influencing skills across geographies.
• Strategic thinker with operational excellence and sound judgment.
• Proficiency in MS Office; Workday experience is a plus.