Head Of Human Resources At Whip Smart Service Providers Limited

Role Summary

We are seeking an experienced and strategic Head of Human Resources to lead the people strategy across retail stores, service centres, warehouses, and corporate teams.

The successful candidate will be responsible for building strong talent pipelines, improving workforce productivity, driving employee engagement, strengthening HR operations, and ensuring that people strategies support business growth and operational excellence.

The ideal candidate should be a strong HR leader with excellent business understanding, sound judgment, high emotional intelligence, and proven experience managing HR in a fast-paced, growth-driven environment.

Key Responsibilities

Talent Acquisition & Workforce Planning

• Lead recruitment and talent acquisition across all departments and locations.
• Develop and maintain strong talent pipelines for critical and high-volume roles.
• Ensure appropriate staffing levels across retail stores, service centres, warehouses, and corporate teams.
• Develop workforce plans aligned with business growth, sales cycles, and operational requirements.
• Support expansion plans through effective workforce planning and recruitment strategies.

Performance Management & Capability Development

• Lead the company's performance management process.
• Ensure timely performance reviews, goal setting, and performance improvement plans.
• Identify capability gaps and implement appropriate development initiatives.
• Oversee training programs covering customer service, product knowledge, leadership, compliance, and workplace effectiveness.
• Develop succession plans for key positions.
• Work with managers to improve employee productivity and performance.

Employee Engagement & Culture

• Build and maintain a performance-driven and customer-focused organizational culture.
• Develop employee engagement initiatives that improve morale, productivity, and retention.
• Promote a consistent employee experience across all company locations.
• Monitor employee feedback and identify opportunities to improve workplace culture.
• Drive initiatives that strengthen employee commitment and organizational values.

HR Operations & Compliance

• Oversee payroll, employee benefits, HR records, and other core HR operations.
• Ensure accurate and timely maintenance of employee records and HRIS data.
• Ensure compliance with applicable labour laws and company policies.
• Develop and standardize HR policies, procedures, and processes across all locations.
• Ensure consistent application of HR policies across retail and operational teams.
• Maintain proper HR documentation and reporting systems.

Employee Relations

• Manage employee grievances, disciplinary matters, and workplace conflicts.
• Ensure disciplinary processes are handled fairly, consistently, and in accordance with company policies.
• Coach managers and supervisors on employee relations and people-management matters.
• Investigate workplace issues and recommend appropriate resolutions.
• Maintain confidentiality and professionalism when handling sensitive employee matters.

Compensation & Rewards

• Review and maintain competitive compensation structures.
• Develop and implement incentive programs linked to sales, service quality, productivity, and performance.
• Monitor employee turnover and identify key drivers of attrition.
• Develop and implement effective employee retention strategies.
• Partner with management on compensation reviews and reward initiatives.

Strategic HR Leadership

• Partner with senior management to develop and execute the company's people strategy.
• Align HR initiatives with business objectives, growth plans, and operational requirements.
• Support organizational design and restructuring where necessary.
• Build scalable HR systems and structures that can support business expansion.
• Use HR analytics and workforce data to identify trends and support management decision-making.
• Provide management with regular reports and insights on workforce performance, staffing, turnover, engagement, and other key HR metrics.

Experience Requirements

• 5 - 8 years of relevant HR experience.
• At least 3 years in a senior HR management or leadership position.
• Experience working in a fast-paced, growth-driven, retail, service, logistics, or multi-location environment is highly advantageous.
• Strong experience in talent acquisition, performance management, employee relations, and employee engagement.
• Demonstrated experience in organizational development and change management.
• Proven ability to manage HR operations across multiple teams or locations.

Education & Professional Qualifications

• Bachelor's degree in Human Resources, Business Administration, Industrial Relations, Psychology, or a related field.
• A degree in Law is an advantage.
• Master's degree/MBA is an added advantage.
• Professional certification such as CIPM, SHRM, or CIPD is preferred.
• Additional training in labour law, compensation, organizational development, or leadership is an advantage.

Skills & Competencies

• Strong leadership and stakeholder-management skills.
• Ability to develop and execute HR strategies aligned with business objectives.
• Strong analytical and problem-solving abilities.
• High emotional intelligence and sound professional judgment.
• Excellent communication and conflict-resolution skills.
• Strong knowledge of HR policies, procedures, and best practices.
• Ability to work effectively in a fast-paced and high-volume environment.
• Strong organizational and decision-making skills.
• High level of integrity, confidentiality, and professionalism.

Technical Skills

• Proficiency in HRIS and payroll systems.
• Strong knowledge of applicable labour laws and HR best practices.
• Competence in talent management and succession planning.
• Knowledge of organizational design and workforce planning.
• Ability to use HR data and metrics to support business decisions.

Key Performance Indicators (KPIs)

Talent & Staffing

• Quality of hires.
• Time-to-fill vacancies within agreed timelines.
• Staffing levels across all locations.
• Recruitment effectiveness and retention of new hires.

Performance & Capability

• Timely completion of performance reviews.
• Closure of identified performance and capability gaps.
• Completion of priority training programs.
• Measurable improvement in workforce productivity and relevant business KPIs.

Engagement & Retention

• Improvement in employee engagement scores.
• Reduction in employee turnover.
• Improvement in employee retention across retail and corporate teams.

HR Operations

• Payroll accuracy and timely processing.
• Accuracy and timely updating of HR records and HRIS.
• Consistent implementation of HR policies and procedures.

Employee Relations

• Timely resolution of grievances and disciplinary cases.
• Reduction in recurring employee relations issues.
• Effective management support on people-related matters.

Strategic Impact

• HR readiness to support business expansion.
• Improvement in workforce productivity.
• HR contribution to store, service centre, warehouse, and corporate team performance.
• Successful implementation of scalable HR systems and processes.

Note: Only shortlisted candidates will be contacted.