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You’re a new HR manager in a BPO company. How do you establish yourself as a leader?

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As a new HR manager in a BPO company, you have a challenging and rewarding role. You are responsible for managing the human capital of your organization, which is often diverse, dynamic, and distributed across different locations and time zones. You also have to deal with the high turnover, competitive pressure, and regulatory compliance that are common in the BPO industry. How do you establish yourself as a leader who can inspire, motivate, and retain your employees, while also aligning with the strategic goals of your company? Here are some tips to help you succeed in your new position.

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Aakash Jhanjhari

Risk Advisory - GRCS KPMG India l 25k+ followers | Views are personal

1 Know your company and industry

The first step to becoming a leader is to understand the context and culture of your organization and the industry you operate in. Learn the history, vision, mission, values, and objectives of your company, and how they relate to the BPO market. Research the trends, opportunities, threats, and best practices in the BPO sector, and how they affect your company's performance and reputation. Familiarize yourself with the key stakeholders, clients, partners, and competitors of your company, and how they influence your HR policies and practices.

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2 Build relationships and trust

The second step to becoming a leader is to build strong and trusting relationships with your employees, peers, managers, and external parties. As an HR manager, you are the link between the people and the business, and you need to communicate effectively and empathetically with different audiences. Listen to their needs, expectations, feedback, and concerns, and address them promptly and respectfully. Show appreciation and recognition for their contributions and achievements, and celebrate their successes. Be transparent and consistent in your actions and decisions, and explain the rationale and benefits behind them. Be open to learning from others, and seek feedback and advice on how to improve your own skills and performance.

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Aakash Jhanjhari

Risk Advisory - GRCS KPMG India l 25k+ followers | Views are personal
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In my experience the relationship and trust build by following pointers : 1. Communication is Key: Be transparent, share information, and actively listen to your colleagues. 2. Consistency Matters: Be consistent in your actions and decisions. Reliability builds trust over time. 3. Empathy and Understanding: Show empathy towards your colleagues’ perspectives and challenges. 4. Reliability in Deliverables: Consistently delivering quality work on time reinforces trust. Be accountable for your commitments. 5.Respect Differences: Embrace diversity and respect individual differences. Valuing diverse perspectives enriches the team dynamic. 6.Constructive Feedback: Provide constructive feedback and be open to receiving it.

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3 Develop your team and yourself

The third step to becoming a leader is to develop your team and yourself as professionals and individuals. As an HR manager, you are responsible for creating a positive and productive work environment, where your employees can grow and thrive. Provide them with clear and realistic goals, roles, and expectations, and monitor their progress and performance. Offer them regular coaching, mentoring, training, and feedback, and help them identify and overcome their challenges and gaps. Encourage them to collaborate, innovate, and share their ideas and knowledge. Support their career aspirations and personal well-being, and help them balance their work and life demands. At the same time, invest in your own professional and personal development, and seek opportunities to enhance your knowledge, skills, and competencies. Keep yourself updated on the latest trends, technologies, and tools in the HR and BPO fields, and apply them to your work. Seek mentors, coaches, and role models who can guide you and inspire you in your leadership journey.

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Aakash Jhanjhari

Risk Advisory - GRCS KPMG India l 25k+ followers | Views are personal
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To foster continuous development for both your team and yourself: 1.Set Clear Goals: Define specific and achievable goals for both individual team members and the overall team. This provides a sense of direction and purpose. 2.Encourage Skill Development: Identify the skills needed for current and future challenges. 3.Regular Feedback: Provide constructive feedback regularly. Acknowledge achievements and guide team members on areas for improvement. 4.Mentorship: Establish a mentorship program within the team. 5.Cross-training 6.Promote a Learning Culture 7.Personal Development plan 8.Lead by Example

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4 Align with the strategy and vision

The fourth step to becoming a leader is to align your HR activities and initiatives with the strategy and vision of your company. As an HR manager, you are not only a functional expert, but also a strategic partner who can contribute to the success and growth of your organization. Understand the strategic goals and priorities of your company, and how they translate into the HR objectives and plans. Align your HR processes and practices with the business needs and outcomes, and measure and report their impact and value. Demonstrate how your HR actions and decisions support the company's vision and mission, and how they create a competitive advantage and a positive image for your company in the BPO market.

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Diviya Ramasamy

Changemaker l Process Optimization & Framework Enthusiast l Lean Engineer l Visionary Leader l Analogy Expert l Follow for more insights on Mindset, Personal Growth, and Transformation
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Establishing myself as a leader entails aligning with the organization's strategy & vision while leveraging my experience to drive impactful initiatives. I lead a project focused on talent development & retention strategies, aligning closely with the company's overarching goals. One method I employed was conducting thorough assessments of current HR processes & employee feedback to identify areas for improvement. By implementing targeted training programs, performance management systems & career advancement opportunities, I not only enhanced employee satisfaction but also contributed to the company's strategic objectives of fostering a high-performing workforce.

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5 Lead by example and influence

The fifth step to becoming a leader is to lead by example and influence others to follow your direction and vision. As an HR manager, you are a role model and a change agent who can shape the culture and behavior of your organization. Exhibit the values, principles, and standards that you expect from your employees, and show them how to act and perform in different situations. Inspire them with your passion, enthusiasm, and confidence, and motivate them with your vision, goals, and rewards. Empower them with autonomy, responsibility, and accountability, and trust them to make decisions and solve problems. Influence them with your communication, persuasion, and negotiation skills, and convince them to adopt new ideas, approaches, and practices. Lead them with your integrity, honesty, and ethics, and earn their respect and loyalty.

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6 Adapt and innovate

The sixth and final step to becoming a leader is to adapt and innovate in the face of change and uncertainty. As an HR manager in a BPO company, you have to deal with the constant and rapid changes in the business environment, customer expectations, technology, and regulations. You have to be flexible and resilient, and able to cope with the stress and ambiguity that come with change. You have to be proactive and creative, and able to identify and seize the opportunities that arise from change. You have to be agile and responsive, and able to implement and manage change effectively and efficiently. You have to be curious and experimental, and able to learn from your failures and successes.

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Aakash Jhanjhari

Risk Advisory - GRCS KPMG India l 25k+ followers | Views are personal
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Adaptation and innovation are key elements for success in any dynamic environment. Here’s how you can embrace these principles: 1.Stay Agile: Be open to change and ready to adapt to new circumstances swiftly. A flexible mindset is crucial in navigating challenges. 2.Continuous Learning: Stay informed about industry trends and advancements. Continuous learning empowers you to innovate and bring fresh ideas to the table. 3.Embrace Creativity: Encourage creative thinking within your team. Innovation often stems from diverse ideas and perspectives. 4.Problem-solving: Approach challenges as opportunities for innovation. 5.Customer-Centric Approach: Understand and anticipate the needs of your customers.

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Diviya Ramasamy

Changemaker l Process Optimization & Framework Enthusiast l Lean Engineer l Visionary Leader l Analogy Expert l Follow for more insights on Mindset, Personal Growth, and Transformation
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Establishing myself as a leader involves a proactive approach to adapt & innovate in response to the evolving needs of the organization. Leveraging my experience in HR strategy development, I initiated a project focused on enhancing employee engagement & productivity through innovative workplace initiatives. One method employed was the implementation of a flexible work arrangement program, utilizing advanced scheduling software to accommodate diverse employee needs while ensuring operational efficiency. This approach not only demonstrated a commitment to adaptability but also fostered a culture of innovation within the organization.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You’re a new HR manager in a BPO company. How do you establish yourself as a leader?

1

2

3

4

5

6

7

1 Know your company and industry

2 Build relationships and trust

3 Develop your team and yourself

4 Align with the strategy and vision

5 Lead by example and influence

6 Adapt and innovate

7 Here’s what else to consider

Business Process Outsourcing (BPO)

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You’re a new HR manager in a BPO company. How do you establish yourself as a leader?

1

2

3

4

5

6

7

1 Know your company and industry

2 Build relationships and trust

3 Develop your team and yourself

4 Align with the strategy and vision

5 Lead by example and influence

6 Adapt and innovate

7 Here’s what else to consider

Business Process Outsourcing (BPO)

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