Job Description

Job Title: Head - HR, GSC Mumbai
Job Location: Mumbai
Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the "Top 20 most admired Shared Services Organizations in 2025" by the independent global Shared Services & Outsourcing Network (SSON).
We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,400 colleagues complemented by approximately 400+ virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.
This role has overall responsibility to lead, manage, and control the GSC center HR function. The role also contributes to the overall company strategy by partnering with the Senior Management Team to ensure alignment of HR strategies, policies, programs, and processes with the Center's strategic and operating goals.
Key Responsibilities:
The major areas directed by the Head of Human Resources and its essential functions are the following:
Recruitment and Onboarding

• Effectively manage the company's Recruitment function to ensure that the staffing needs of the business are met following the prescribed process, timeline, budget, and requirements

• Collaborate with Talent Acquisition Center team to identify and engage various channels and creative sources to continuously attract external talent

• Effectively manage and implement the onboarding program to ensure a positive experience for all newly hired employees

Performance Management

• Develop and maintain an effective performance management system in line with local/ regional/global policies

• Manage and implement periodic performance reviews in line with local/regional/global policies

• Manage and implement the company's succession planning program by identifying successors to selected key positions

• Effectively design, support, and implement disciplinary procedures for all employee groups to ensure that non-performers are managed properly following local labour laws

• Create and manage program for High Potential Employees

• Oversee and manage the learning & development agenda for the center

Employee Engagement

• Lead the implementation of rewards, recognition, and engagement programs/events/ initiatives to build and sustain employee morale

• Drive the implementation of the Employee Opinion Survey (EOS), including analysis of results, and development and execution of action plans in line with global guidelines

• Lead the implementation of the HR Quality Survey including analysis of results, and development and execution of action plans in line with global guidelines

• Implement effective communication strategies e.g. Town Hall meetings, skip meetings, newsletter, etc.) to cultivate a culture of transparent and honest communication to all employees

Compensation and Benefits

• Design and implement the company's compensation and benefits plans in accordance to local/regional and global policies

• Recommend and implement strategies to ensure that the company's pay structure and benefit plans are competitive to attract and retain a quality workforce

• Manage and implement the employees' payroll in accordance to local policies

• Ensure that the company's compensation and benefits strategies are fully compliant with local government regulations

• Manage the annual increment and performance bonus process for all employee groups

HR Operations

• Develop, implement, and communicate HR policies and procedures to drive HR process excellence and compliance

• Manage and support key events in the employee's life cycle by ensuring that the employee file is consistently updated, and that appropriate documentations are released on a timely basis e.g. appointment, increment, bonus, promotions, relieving letter, etc.

• Effectively manage the exit process including analysis of reasons behind separation

• Manage employee data (hard and soft copy) in the HR Information System in accordance to data privacy and local labour laws

• Provide accurate human resources reports and analytics (e.g. headcount, attrition, recruitment, etc.) to generate insights across the organization

• Manage and participate in internal/external audits

• Ensure that we are compliant with local labour laws

• Manage the HR/Admin budget for the center

Facilities Management and Administration

• Effective upkeep and maintenance of the entire facility including housekeeping, security, transport, and cafeteria in coordination with vendors and other external parties

• Develop and implement company policies, procedures, and building rules and regulations to ensure a safe and healthy workplace environment

• Actively assess the site's health, safety, and security standards and recommend actions to ensure full compliance to local occupational health and safety regulatory requirements

• Manage the facilities budget and resources, and recommend measures for continuous improvement and cost saving including driving energy conservation and utilities expense reduction

• Proactively perform inspection of the facility to determine issues, and recommend repairs, refurbishment, or renovation projects within timeline and budget

• Anticipate local issues and take appropriate steps to avoid interference from local unions/politicians

• Ensure that we are compliant with local labour laws

• Ensure 24x7 facility uptime

Site HR Leadership

• Lead, manage, and develop the members of the HR/Admin team to become highly capable professionals in their areas of expertise

• Support the Senior Management Team by providing human resources advice, counsel, and guidance on decisions through effective business partnership

• Act as the primary local HR expert and business partner to the Center Head and the Senior Management Team by proactively identifying issues, forecasting resources, and anticipating trends that may significantly impact business operations

Other

• Network with counterparts in other divisions of DHL

• Network with HR professionals from other organizations

• Lead or participate in HR related Projects with global team

• Any other HR/Admin related task

People Management

• Recruits and develops the members of the HR team

• Develop a culture of quality, service excellence and continuous improvement

• Drive a spirit of effectiveness in the team. Also develops a team spirit and effective cooperation

• Leads and manages team; determines team structure, roles and performance targets in co-operation with functional leaders

• Evaluates performance and proposes performance-based compensation for direct staff

• Identify training needs and opportunities to develop a highly skilled functional department

Required Qualifications:

• Graduate (in any discipline) and/or post-graduate in Human Resource Management

• Mastery of technical HR competencies in change management, recruitment, C&B, and employee relations

• Minimum of 8 - 10 years of relevant HR experience preferably in MNC and/or BPO setting

• Prior experience of heading an HR function

• Demonstrated ability and experience in: Project management, Process improvement, Negotiation skills, Analytical skills.

• Excellent communication skills, spoken and written (English and local language)

• Cross Cultural sensitivity

• Proven experience in leading teams towards a common goal

• Ability to act with strong sense of urgency and focus on delivering results in a fast-paced working environment

• Knowledge and familiarity with the local labour market and industry competition.

• Immense customer insight with the ability to anticipate the unexpressed needs of internal customers and provide actionable solutions

• Ability to challenge the status quo, make recommendations and delivers results

• Strong relationship management, consulting, and influence skills, with proven experience in effectively working with senior leaders and employees at all levels to gain buy in on HR agenda

• Demonstrated ability to move between the very strategic and highly tactical with ease

• Ability to work independently and multi-task in a dynamic environment, managing multiple deadlines and priorities

• Strong planning, budgeting and MIS skills

• Ability to manage a team and lead by example with employees, consultants and vendors

DHL Global Forwarding, Freight (DGFF) GSC is a Great Place to Work certified organization and a proud recipient of multiple prestigious awards, including Top Employer in India, Top Employer Asia Pacific, and Top Employer Global.
Why Join Our Leadership Team at DHL?
DHL is a purpose driven organization, with presence in more than 220 countries and territories worldwide, and with business units like freight forwarding, courier, contract logistics, and ecommerce. Our scale and our people make DHL the world's leading logistics company. The leadership at DHL is at the forefront solving problems for our business, our people and our planet, the impact is immense.
DGFF shared service is a captive service center for our freight forwarding division, and is a key partner is delivering value to our countries and our customers. Spread across the regions with 6 centers in Bogota, Budapest, Chengdu, Chennai, Manila, and Mumbai, the shared services unit is the backbone for our freight forwarding business. Leadership is the key enabler along with our people.
#LI-GSC

Skills Required