HR Business Partner - Customer care Business Unit

HR Business Partner - Customer care Business Unit

Description -

HP’s Customer Care (CC) business unit is a global, customer-facing organization responsible for delivering end-to-end post-sales support across HP’s portfolio, including Personal Systems, Print, and Services. The function manages high-volume, multi-channel customer interactions—voice, chat, email, and digital platforms—focused on technical troubleshooting, issue resolution, warranty services, and field support. Operating through a combination of in-house teams and strategic vendor partners across Americas, EMEA, and APJ regions, the organization serves both consumer and enterprise customers. It plays a critical role in driving customer experience outcomes measured through CSAT, NPS, and service quality metrics, while enabling continuous improvement through feedback loops with product, engineering, and supply chain teams. The workforce comprises technical support engineers, customer advisors, field technicians, and specialized teams in quality, training, and workforce management, with ongoing emphasis on digital transformation, automation, and capability building.

Job Summary

The HR Business Partner (HRBP) serves as a trusted strategic advisor to Customer Care business leaders, driving people strategies that enable business growth, operational excellence, and an exceptional employee experience. This role partners closely with senior leadership to develop and execute workforce strategies, organizational effectiveness initiatives, talent development programs, and employee engagement activities while ensuring compliance with HR policies and employment regulations.

 

The HRBP will play a key role in high-performance culture within a fast-paced customer care environment by providing data-driven insights, coaching leaders, managing organizational change, and delivering proactive HR solutions aligned with business priorities.

Responsibilities
 

• Partner with Customer Care leaders to develop and execute people strategies that align with business objectives and drive organizational success.
• Serve as a trusted advisor on workforce planning, organizational design, succession planning, talent management, and organizational effectiveness.
• Lead talent reviews, leadership development, succession planning, and workforce optimization initiatives to build a high-performing organization.
• Provide expert guidance on employee relations, performance management, investigations, conflict resolution, and policy interpretation while ensuring compliance.
• Coach leaders on performance management, employee development, retention strategies, and building inclusive, high-performing teams.
• Analyze workforce metrics such as attrition, engagement, productivity, and absenteeism to provide data-driven insights and recommend business-focused HR solutions.
• Drive employee engagement, recognition, well-being, and Inclusion and Belonging (I&B) initiatives to enhance employee experience and organizational culture.
• Lead and support organizational change initiatives, including restructuring, business transformation, technology adoption, and change management planning.
• Partner with HR Centers of Excellence (Talent Acquisition, Compensation, Learning & Development, Employee Relations, Total Rewards, and DE&I) to deliver integrated people solutions.
• Lead the execution of enterprise HR programs including workforce planning, compensation planning, promotions, talent reviews, and annual HR processes.
• Build strong partnerships with senior business leaders, influencing strategic decisions through people insights, workforce analytics, and HR best practices.
• Drive continuous improvement by identifying opportunities to enhance HR processes, policies, and organizational effectiveness while supporting business growth.
• Should have hands on experience managing 1000 to 2000 employees working across all shifts.
• Should be flexible to cover various shift timing if required .
• Should have excellent communication skills

Education & Experience Recommended
• Four-year or Graduate Degree in Human Resources, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in HR functions, organizational change initiatives, workforce plans, or a related field.

Preferred Certifications
• Strategic HR Business Partner Certification (SHRBP)
• Society for Human Resource Management (SHRM)

Knowledge & Skills
• Business Strategies
• Change Management
• Data Analysis
• Employee Engagement
• Employee Relations
• Human Capital
• Human Resource Management
• Human Resource Strategy
• Human Resources Information System (HRIS)
• Labor Law
• Organizational Architecture
• Organizational Development
• Organizational Effectiveness
• Performance Management
• Project Management
• Succession Planning
• Talent Acquisition
• Talent Management
• Workday (Software)
• Workforce Planning

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts large functions and leads large, cross-division functional teams or projects.

Complexity
• Provides highly innovative solutions to complex problems within established policy.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Human Resources

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"