Director - Workforce Strategy Planning & Change

KPMG Global Services · Gurugram

Leadership and Vision

• Set the strategy for a human + “Digital People” workforce within AI platform enabled intelligent business services.
• Align client executives (CHRO/CFO/CIO/COO) and KPMG leadership on goals, outcomes, funding, and success metrics for annuity accounts.
•Build the internal capability: hire, mentor, and lead a cross functional team; develop playbooks, standards, and reusable assets.

Infused “Digital People” workforce planning

•Define the digital workforce taxonomy (bots, AI agents, ML models, autonomous workflows) and standards.
•Lead strategic workforce planning (12–36 month horizon): demand/supply, capacity, and economics (dFTEs, FTEs, unit cost, benefits).
•Drive role redesign, skills mapping, redeployment and reskilling pathways, and location strategy (with strong India/GCC focus).
•Maintain a joint inventory and lifecycle for digital and human roles, integrated with HR/IT processes.

Change leadership, customer and people experience

•Own the enterprise change strategy across functions (Finance, HR, Procurement, Customer, Technology) and geographies.
•Orchestrate stakeholder engagement, learning journeys, super user networks, and hypercare for sustained adoption.
•Track VoC/VoE, CSAT, employee experience and adoption metrics; course correct with data driven interventions.

Connected communications and unified messaging

•Create a clear change narrative and ensure unified internal and external messaging across stakeholders.
•Run communications cadences; enable leadership with toolkits, FAQs, myth busters, and escalation guides.
•Coordinate with client communications on social/earned media guardrails to reinforce reputation and public confidence.

Connected communications and unified messaging

•Partner with client HR to evolve job families, skills taxonomies, talent marketplaces, internal mobility, and retention strategies.
•Stand up reskilling academies and credentialing with measurable outcomes tied to redeployment and productivity.

Value realization and performance management

•Define and track KPIs/OKRs: value (cost, cycle time, quality), adoption, EX/CSAT, risk/incident rates, and SLA impact.
•Lead benefits realization, quarterly value reloads, and executive reporting across annuity accounts.

Client engagement and business development

•Serve as a senior client advisor on GBS/GCC scale up, outsourcing, and intelligent operations.
•Support solutioning, proposals, and thought leadership to grow Managed Services and GBS advisory, including India market opportunities.

Educational qualifications

•Bachelor’s degree in Human Resources, Organizational Psychology, Engineering, Data/Analytics, or a related discipline.
•MBA or Master’s in HR/Organizational Development/Analytics.

Professional certifications
(Not Mandatory but preferred/advantage)

Work Experience

•13+ years total experience, with a significant majority in Transition & Stabilization for GBS/GCC/internal shared services across multi process or multi function scopes.
•Hands on familiarity with HRIS, automation/RPA, AI/ML operations, and process intelligence in a service delivery context.
•Proven leadership delivering AI/automation enabled programs within managed services/outsourcing and annuity account environments.
•Global exposure and multi country delivery; deep familiarity with India GCC/GBS markets and talent ecosystems.
•Track record building and leading cross functional teams (10–30+), establishing councils/governance, and scaling playbooks across clients.
•Demonstrated success in strategic workforce planning, large scale change and adoption, and measurable benefits realization.