Senior HR Supervisor
Almarai
مجموع سنوات الخبرة :16 years, 7 أشهر
Working as a part of high performing team, managing all facets of an HR generalist role, leading on projects and helping to shape and implement the transformation agenda within the Business support.
• Develop and execute strategies to address issues related to, Staff Learning & Development, Customer Service and Human Resource.
• To analyze Training Needs (TNA), develop content, and deliver Training to the staff for Sales, Customer service, Products, Processes, Compliance & Systems across multiple business units, which include assessment to evaluate trainees’ knowledge.
• Plan monthlyTraining calendar and ensuring proper MIS and feedback records are maintained on a regular basis for every Training session conducted.
• Monitor and Evaluate effectiveness of the launched programs and measure ROI and ROE.
• To develop Training procedure manuals, guides and course materials such as handouts and visual materials.
• Designing & delivering Compliance & Audit Trainings for the staff associated with business strategic and operational implementation.
• To serve as a link between management and employees by handling queries, interpreting and administering contracts and helping resolve work-related problems.
• To establish a Customer service department for effective & efficient customer handling and keeping the function up to date with the latest in customer behavior.
• Building strong service focused relationships and rapport for seamless delivery of the Company’s products in order to achieve high customer satisfaction & loyalty.
• To prepare or maintain employment records related to events such as hiring, termination, leaves, transfers, promotions and payroll.
• Responsible for the staffing/recruitment procedure of the Organization. Managed the Emiritisation strategy of the Company.
• To develop & devise HR policies in compliance with UAE labour laws and Organization’s internal policies.
• To prepare operational documents of the Company, such as operating procedures, employee handbooks, directories, preparing Job descriptions or performance evaluation forms.
• Assist other business departments for formulation & implementation of various promotional activities and schemes.
• Assist Marketing department in the formulation of different Customer Service oriented activities like the launch of loyalty card.
• Organize and develop, or obtain, HR policies, training procedure manuals and guides and course materials such as handouts and visual materials.
• To develop content, deliver Training and Analyse Training needs for RAK Bank staff ( approx 2600 employees) for Sales, customer services, products, processes & systems across multiple business units, which include Credits, Underwriting, Mortgages, Wealth Management, Service Quality etc.
• Assessments to evaluate trainee’s knowledge and performance through various evaluation techniques.
• To analyze, design, develop, implement and evaluate (ADDIE model) the programs for the assigned units / departments. And to organize and develop training procedures manuals and guides and course materials such as handouts and visual materials.
• To set up and review processes for the Complaints handling Units and escalations to service customers efficiently and to their maximum satisfaction.
• Plan and conduct On the Job and Dress Rehearsals for the assigned / relevant modules.
• Coordinate, schedule and conduct Finacle Core Banking systems training for new hires and current employees.
• Produce Training materials for courses as appropriate. Amend and revise materials as necessary in order to adapt to changes that occur.
• Execution of all Training plans in adherence with the Banking timelines.
• Continuously, evaluate Training effectiveness. Introduce and monitor Training evaluation measures to ensure effectiveness of all classroom and on the job Training intervention.
• Plan Training calendar and ensuring proper MIS and feedback records are maintained on a regular basis for every Training session conducted.
• Cross Functional Tasks with other Core Banking streams.
• Training delivery and Content development to the middle management for sales and operations staff for soft skills, products, processes, on-boarding (induction), compliance & audit control management.
• Giving recruits valuable feedback and a detailed orientation to bring them up the learning curve with 100% accuracy in the process assigned to them.
• Conduct behavioral / soft skill training for example on people management, time management etc.
• Research and prepare a detailed report to further suggest recommendations to improve the control or process changes in close coordination with the respective unit/department.
• To develop effective Training programs for the audience using different ISD models, to obtain and maintain very good understanding of various new Training techniques and identify Training Need Analysis.
• Motivate participants to attend Training through proper marketing and full time Training development module.
• Arranging ‘Train the Trainer’ sessions regularly.
• Conduct one-on-one sessions with the management to have a very good understanding of various new Training techniques.
• Arrange joint field calls with unit managers & give them feedback on their sales technique & knowledge.
• Plan Training calendar for the cluster. Ensure proper MIS and feedback records are maintained on a regular basis for every Training session conducted.
• Ensure the Zone Training administration team receives all reports on time.
• Designed and formulated a soft skills project on ‘Business Writing Skills’ which has become a National Initiative at Birla Sunlife Insurance Company Ltd. India
Worked as a Senior Executive in “Card Member Maintenance” Team. Main responsibilities included supervising a team of Junior Analysts involved in the maintenance of consumer credit card accounts for the American Express Consumer Credit Card portfolio. Providing immediate management to a group of employees, assigning tasks and check work progress at frequent intervals.
Completed 3 modules of HUman Asset OPtimization namely; Leadership and Management Performance Management and Emotional Intelligence