Overview

The Business People Enablement, Capability & Workforce Management Lead is responsible for creating a productive, organized, engaging, and employee-centered workplace experience while leading key business enablement, workforce capability, and workforce management initiatives for Operations. The role supports people administration, office logistics, workstation readiness, culture and engagement programs, budget coordination, procurement, travel support, client or executive visit management, training and capability development, and workforce management functions, including capacity planning and staffing plans. This includes oversight of Trainers and SMEs delivering new hire onboarding, process and technical training, soft skills, cross-skilling, and refresher training, as well as coordination of workload forecasts, staffing requirements, coverage plans, and operational readiness reviews. The role acts as a key partner to employees, leaders, People teams, Finance, Procurement, IT, Facilities, Security, Workforce Management, Recruiting, and external vendors to ensure smooth business operations, workforce capability, staffing readiness, and a positive employee experience

Responsibilities

People Administration

• Support employee lifecycle processes including onboarding, offboarding, employee documentation, and internal people-related coordination.
• Maintain accurate employee records, trackers, reports, and people-related databases in coordination with HR or People Operations.
• Assist with new hire onboarding schedules, orientation logistics, welcome kits, access requests, and required documentation.
• Coordinate with IT, Facilities, Finance, Payroll, and HR to ensure employee needs are addressed promptly.
• Support implementation and communication of company policies, workplace guidelines, and people-related announcements.
• Handle employee inquiries related to workplace processes, administrative requirements, and internal support channels.
• Prepare regular people operations reports, dashboards, and trackers for leadership review.

Logistics and Workstation Management

• Manage workstation planning, seat assignments, office space coordination, and workplace readiness for employees, new hires, visitors, and project teams.
• Coordinate with IT and Facilities to ensure workstations, equipment, tools, badges, access, and office resources are available and functional.
• Track office assets, supplies, equipment allocation, and workstation utilization.
• Support office moves, seating changes, team expansions, and workspace optimization initiatives.
• Monitor office supplies, pantry items, meeting room readiness, and general workplace needs.
• Coordinate with vendors and service providers for office maintenance, supplies, repairs, and logistical requirements.
• Ensure workplace standards are maintained to support productivity, safety, and employee comfort.

Culture and Engagement

• Plan, coordinate, and execute employee engagement activities, culture-building programs, recognition events, town halls, celebrations, and wellness initiatives.
• Partner with leaders and People teams to promote a positive, inclusive, and collaborative workplace culture.
• Support employee communication efforts related to engagement programs, company events, leadership messages, and site activities.
• Gather employee feedback through surveys, focus groups, pulse checks, or informal channels and help identify improvement opportunities.
• Drive participation in company-wide initiatives, social impact activities, team-building events, and employee recognition programs.
• Support internal branding and culture campaigns that reinforce company values and desired workplace behaviors.
• Track engagement activity outcomes, participation rates, feedback, and budget usage.

Budget Management - Procurement and Travel

• Manage and track budgets related to people programs, office operations, engagement activities, supplies, travel, events, and visitor management.
• Coordinate procurement requests, purchase orders, vendor onboarding, invoice processing, and payment follow-ups in partnership with Finance and Procurement.
• Maintain accurate budget trackers, spend reports, and documentation for audit and reporting purposes.
• Source vendors, request quotations, compare costs, and support vendor selection based on quality, cost, compliance, and business needs.
• Ensure expenses are aligned with company policies, approval processes, and budget limits.
• Support employee and leadership travel arrangements, including flights, hotels, transportation, itineraries, and expense documentation.
• Coordinate travel requirements for business meetings, client visits, executive visits, trainings, and company events.

Client and Executive Visit Management

• Lead end-to-end planning and coordination for client visits, executive visits, leadership meetings, site tours, and business reviews.
• Prepare visit agendas, meeting schedules, room bookings, transportation, meals, access passes, welcome materials, and logistical arrangements.
• Coordinate with internal stakeholders to ensure presentations, site readiness, branding materials, seating, technology, and hospitality requirements are prepared.
• Work with Security, Facilities, IT, Admin, and Leadership teams to ensure a seamless and professional visitor experience.
• Manage confidential or high-priority arrangements for senior leaders, executives, clients, and VIP guests.
• Anticipate visitor needs and resolve logistical issues quickly and professionally.
• Ensure the office environment, meeting rooms, and employee-facing areas are client-ready and aligned with company standards.

 

Project Management

• Lead and coordinate cross-functional projects related to people operations, workplace experience, office readiness, employee engagement, and business support services.
• Develop and manage project plans, timelines, trackers, and status updates to ensure timely and effective execution.
• Coordinate with internal stakeholders including HR, IT, Facilities, Finance, Procurement, Security, and leadership teams to align deliverables and dependencies.
• Track milestones, risks, issues, and action items, and provide regular updates to leadership and stakeholders.
• Support implementation of process improvements, workplace initiatives, employee programs, site activities, and operational changes.Maintain complete project documentation including plans, approvals, budgets, communications, and outcomes.
• Drive accountability and follow-through across stakeholders to ensure projects are completed within scope, timeline, and budget.
• Identify opportunities to improve project execution, streamline workflows, and strengthen service delivery across the workplace and people support function.

 

Training and Capability Development Management

• Lead and manage the Training and Capability Development Team, including Trainers and Subject Matter Experts (SMEs), across multiple teams and business functions.
• Oversee training strategy, planning, scheduling, and delivery for new hire onboarding, process training, technical training, soft skills development, cross-skilling, and refresher training.
• Partner with Operations, Quality, Workforce Management, HR, and business leaders to identify training needs and align capability-building initiatives with operational priorities.
• Manage trainer and SME assignments, class schedules, certification plans, and learning resources to ensure training delivery is timely, effective, and scalable.
• Ensure training materials, process documentation, job aids, and learning content are accurate, updated, and aligned with business, client, and operational requirements.
• Provide leadership, coaching, and performance oversight to Trainers and SMEs to strengthen facilitation capability, knowledge transfer, and training quality.
• Track training effectiveness through attendance, certification, learner readiness, performance outcomes, and stakeholder feedback, and implement improvements as needed.
• Support change readiness by coordinating capability development plans for new processes, system updates, policy changes, and business initiatives.
• Prepare regular training dashboards, capability reports, and readiness updates for leadership review.
• Drive a continuous learning culture by promoting knowledge sharing, upskilling, and capability development across teams.

Workforce Management - Capacity Planning and Staffing Plans for Operations

• Lead workforce capacity planning and staffing plan coordination for Operations by translating volume outlooks, workload drivers, productivity assumptions, service expectations, and business priorities into staffing requirements.
• Partner with Operations leaders, Workforce Management, Finance, Recruiting, Training, Quality, and HR to validate staffing needs, coverage gaps, hiring plans, ramp assumptions, cross-training requirements, and budget impacts.
• Develop and maintain capacity models, staffing trackers, roster plans, seat or workstation requirements, and scenario plans to support operational readiness.
• Monitor staffing supply and demand indicators including volumes, attrition, shrinkage, absenteeism, training throughput, productivity, utilization, and occupancy, and escalate risks with recommended actions.
• Coordinate with Recruiting and Training to align hiring timelines, class schedules, onboarding capacity, trainer or SME availability, and learner readiness with approved staffing plans.
• Support weekly and monthly Operations staffing reviews, forecast updates, capacity planning discussions, and leadership reporting on staffing risks, gaps, and mitigation plans.
• Maintain clear documentation of assumptions, approvals, headcount movements, hiring requests, staffing plans, and capacity decisions for audit and leadership visibility.
• Identify opportunities to improve staffing governance, planning accuracy, cross-functional handoffs, and workforce readiness for new work, volume changes, transitions, and peak periods.

People Leadership and Team Management

• Lead, coach, and develop direct reports by setting clear goals, performance expectations, service standards, and development plans aligned with business priorities.
• Manage workload distribution, prioritization, staffing coverage, and succession readiness to ensure continuity of support across peak periods and business changes.
• Conduct regular one-on-ones, performance reviews, feedback sessions, and coaching conversations to strengthen capability, accountability, and engagement.
• Build a high-performing, service-oriented team culture focused on collaboration, responsiveness, professionalism, and continuous improvement.
• Partner with leadership and People teams on hiring, onboarding, recognition, performance management, and retention strategies for the team.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, Psychology, Management, Hospitality, Communications, or a related field.
• Experience in People Operations, HR Administration, Office Administration, Business Operations, Employee Experience, Facilities Coordination, or Executive Support.
• Strong organizational, coordination, and stakeholder management skills.
• Experience managing vendors, budgets, procurement requests, travel arrangements, or workplace logistics.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office, Google Workspace, HR systems, procurement tools, ticketing systems, or project management platforms.
• Ability to handle confidential information with professionalism and discretion.
• Experience in Training, Learning and Development, Capability Development, Operations Training, or Workforce Enablement in a corporate, shared services, BPO, or technology environment.
• Proven experience managing Trainers, Subject Matter Experts (SMEs), or learning support teams across multiple functions or business units.
• Strong background in new hire onboarding, process training, technical training, soft skills development, cross-skilling, and refresher training delivery.
• Experience in Workforce Management, capacity planning, staffing plan development, headcount planning, or Operations resource planning in a shared services, BPO, technology, or corporate operations environment.
• Ability to analyze volume forecasts, productivity, shrinkage, attrition, service level, utilization, and ramp assumptions to translate workload demand into staffing requirements.
• Experience partnering with Operations, Recruiting, Training, Finance, Quality, HR, and Workforce Management teams on hiring plans, ramp plans, coverage plans, and staffing risk mitigation.

Preferred Qualifications

• Experience supporting multinational, shared services, BPO, technology, consulting, or corporate office environments.
• Background in employee engagement, workplace experience, or culture-building initiatives.
• Experience coordinating executive visits, client meetings, town halls, or large employee events.
• Familiarity with budget tracking, purchase order processes, vendor management, and travel coordination.
• Strong problem-solving skills and ability to work independently with minimal supervision.
• Familiarity with workforce management tools, capacity models, forecasting inputs, staffing governance, and operational reporting dashboards.
• Workplace, people, and engagement initiatives are implemented effectively with strong execution discipline.
• Leadership has visibility into project progress, risks, and outcomes through clear reporting and updates.
• Delivers structured and timely training programs that build employee readiness, strengthen cross-team capability, and improve operational performance, while effectively leading Trainers and SMEs. Supports leadership decision-making through clear visibility into training completion, readiness milestones, skill gaps, and capability outcomes.
• Capacity plans and staffing requirements are documented, current, and aligned to Operations volume outlook, productivity assumptions, service expectations, and budget guidance.
• Staffing risks, hiring needs, coverage gaps, and ramp plans are visible to leadership with clear mitigation actions, accountable owners, and decision points.
• Recruiting, Training, Operations, and Workforce Management activities are aligned to approved staffing plans, onboarding schedules, training capacity, and readiness milestones.

Working Relationships

This role works closely with Operations leaders, Workforce Management, Team Managers, Quality, Training, Recruiting, HR, Finance, Business Systems, and Process Improvement / Automation teams. The position supports leadership reviews related to volume outlook, capacity planning, staffing plans, hiring and training readiness, staffing risks, budget planning, and operational readiness.

 

Physical Demands and Working Conditions

• Hybrid/Onsite
• US Night Shift Working Hours

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas

by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral