Workforce Management

Ericsson; Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Ericsson Gurgaon seeks a Senior Manager for Workforce Management to lead end‑to‑end contingent workforce operations across India Customer Units. The role emphasizes governance, data integrity, and scalable delivery, coordinating with HR, Sourcing, Finance, and Supplier teams.

You will drive KPI performance, optimize capacity, and mentor a capable team, while ensuring compliance and continuous improvement in service quality.

Qualifications

• Bachelor or master’s degree in Telecoms or Business Administration.
• 15+ years of experience in the telecom industry.
• 5+ years in NRO business aspects.
• 5+ years in leading CPM offices and extensive network deployments.
• Strong experience with Ericsson portfolio and NRO technology.
• Experience in cross‑functional collaboration with HR, Finance, Procurement, and Customer Units.

Responsibilities

• Lead end‑to‑end contingent workforce lifecycle across multiple Customer Units.
• Ensure on‑time, accurate workforce processes with SLAs and continuity.
• Monitor performance and drive issue resolution and escalations.
• Own workforce KPIs: Utilization, Absorption, Competence, and performance.
• Manage capacity and capabilities based on CU forecasts.
• Drive transformation initiatives to move from fixed to variable workforce.
• Uphold governance, WoW/R&R, and compliance across platforms.

Skills

Ericsson RAN portfolio

NRO Delivery Tools & Process

SAP, HRMS, XRM

Advanced Microsoft Excel

Microsoft PowerPoint

Power BI

Education

Bachelor's or Master’s degree in Telecoms or Business Administration

Tools

SAP

HRMS

XRM

Job description

Job Description:

Join our Team

About This Opportunity

As part of One Service Build India (OSBI) Workforce Management organization, the Senior Manager – Workforce Management will lead the end-to-end operational management of the contingent workforce across multiple Customer Units. The role is responsible for ensuring seamless workforce lifecycle management, operational excellence, stakeholder satisfaction, adherence to established compliances & establish robust & action-based governance frameworks.

Working closely with Customer Units, HR, Sourcing, Business Control, EWM, ARP Suppliers, and other enabling functions, this role will drive consistent service delivery capacity & capability, optimize workforce capacity & operations, and build a scalable operating model that adheres to the SL Build delivery & workforce strategy.

Key Responsibilities

Workforce Operations

• Lead the end-to-end management of the contingent workforce lifecycle, including project deployments, onboarding, deployments, transitions between CUs, extensions, renewals, and offboarding.
• Ensure timely and accurate execution of workforce processes while maintaining agreed service levels and business continuity.
• Monitor operational performance and drive timely resolution of workforce-related issues and escalations.
• Be accountable for the Workforce related KPI’s like Utilization, Absorption, Competence, performance.
• Manage Workforce Capacity & capabilities based on capacity & competence forecasts submitted by the CUs.
• Drive the Fixed to Variable workforce transformation Initiative, that aims to transfer the ARP competencies to ASP’s enabling a service-based delivery.
• Drive operational efficiency, service quality, and customer satisfaction through continuous improvement initiatives.

Workforce Management & Governance

• Ensure adherence to agreed Ways of Working (WoW), Roles & Responsibilities (R&R), policies, and WLAs.
• Drive operational governance through regular service reviews, performance tracking, and compliance monitoring.
• Maintain workforce data integrity across HRMS, SAP, XRM, and other enterprise platforms.
• Competence Transformation, performance management, mentoring & conflict management.
• Compliance management
• Drive Workforce related transformation initiatives.

Team Leadership

• Lead, coach, and develop the Workforce Management team to deliver high-quality services.
• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
• Drive resource planning, workload management, and capability development within the team.
• Resolve people related issues & maintain a strong functional relationship with CU stakeholders

Join our Team

What Will You Do

• Deliver seamless end-to-end workforce management services.
• Lead a contingent Workforce across India Customer Units
• Manage Workforce related KPI’s like utilization, Absorption & Efficiencies.
• Ensure SLA compliance and operational excellence.
• Build strong stakeholder relationships across Customer Units and enabling functions.
• Drive governance, compliance, and workforce data accuracy.
• Support business growth by building a scalable and efficient workforce management function.

Education & Experience

• Education & Experience: Bachelor or master’s degree in Telecoms or Business administration
• 15+ years of experience of the Telecoms industry and 5+in NRO business aspects and 5+ years in leading CPM office and extensive network deployments
• Strong competence on Ericsson portfolio with strong competence of NRO technology and solutions being a plus.
• Broad experience in Ericsson internal processes, organization (both global and CUs)
• Extensive experience in Workforce Management, Resource Management, Automation Deployments, Data Analytics, Process Excellence, & Delivery Transformation.
• Proven experience in managing contingent workforce operations within a large, matrixed organization.
• Strong exposure to cross-functional collaboration involving HR, Finance, Procurement, Business Control, Customer Units, Suppliers, and Shared Services.
• Experience in driving process improvements, governance frameworks, and operational excellence initiatives.

Functional Competencies

• Contingent Workforce & Resource Management
• Workforce Lifecycle Management
• Service Delivery & Operational Excellence
• Stakeholder & Supplier Management
• Workforce Governance & Compliance
• Team Leadership & People Development
• Process Improvement & Change Management
• Risk & Escalation Management

Required Skills

• Ericsson RAN portfolio
• NRO Delivery Tools & Process.
• SAP, HRMS, XRM
• Advanced Microsoft Excel
• Microsoft PowerPoint
• Power BI (Preferred)

Behavioural Competencies

• Customer Focus
• Ownership & Accountability
• Collaboration & Influencing
• Analytical & Problem-Solving Skills
• Planning & Execution
• Communication & Presentation Skills

“All academic credentials must be from recognized and accredited institutions and are further subject to verification.”

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do.

We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth.

We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

Ericsson is proud to be an Equal Opportunity Employer.

Primary country and city: India (IN) || Gurgaon

Requirements