Divya Cherian

• Managed recruitment process, including creating job descriptions, sourcing candidates, conducting interviews, and making hiring decisions.
• Administering employee relations by promoting positive work environments, resolving conflicts, addressing employee concerns, and ensuring compliance with company policies and legal regulations.
• Executing performance management systems, conducting performance evaluations, and providing guidance to managers on performance improvement strategies.
• Identifying training needs, designing, and delivering training programs, and coordinating employee development initiatives to enhance skills and knowledge.
• Managing compensation and benefits programs, conducting salary surveys, analyzing data, and ensuring the companys compensation practices remain competitive and compliant.
• Developing and implementing HR policies and procedures, maintaining employee handbooks, and ensuring adherence to Qatar labor laws and regulations.
• Staying updated on employment laws, regulations, and industry trends, ensuring compliance with legal requirements, and handling employee-related documentation such as contracts, terminations, and disciplinary actions
• Managing HR systems and databases, maintaining accurate employee records, and generating reports for management as needed.
• Collaborating with senior management to develop and implement HR strategies aligned with the companys goals and objectives.
• Promoting employee engagement and morale through initiatives such as employee recognition programs, team building activities, and feedback mechanisms.

Key Accountabilities:
Embrace and encourage the ethos and standards of excellence as defined in the GEMS Core Values. Update staf information on DAX System and the Relevant Education Authorities Systems. Manage Principals appointment calendar as well his/her professional communication and public relation needs. Prepare employment contracts and maintain all personal files of employees in coordination with the PRO and Ministry of Labour/Education requirements and in accordance with GEMS Compliance guidelines and audit criteria. Participate in HR Audits and lead on responsibility for post - Audit Action Plan to address areas of improvements in Compliance. Develops and maintains HR database, employee files and records; assist and prepare statistical summaries and reports for school and GEMS Corporate ofice. Support and communicate efectively with new employees during the pre-hire onboarding period to ensure a smooth and efective joining process. Manage all day-to-day operations of the Human Resources school ofice. Manage and oversee Human Resources policies, procedures and systems to ensure consistency and compliance. Monitor attendance and absence levels and report/escalate issues to Principal. Ensure consistent and transparent approach in handling attendance, leave and absence in school. Administer and explain insurance benefits to employees, serve as liaison between employees and insurance carriers. Support employees with insurance related and medical issues.

• Completes operational requirements by scheduling and assigning administrative projects, expediting work results.
• Establish and carry out departmental or organizational goals, policies, and procedures.
• Direct and oversee an organizations financial and budgetary activities.
• Resolve administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.
• Contributes to team effort by accomplishing related results as needed.
• Creates and revises systems and procedures by analyzing operating practices, recordkeeping systems, forms control, office layout, and budgetary and personnel requirements, implementing changes.
• Responsible for acquiring materials and documents to fulfill requests for purchases, including preparing purchase orders and handling inquiries about orders.
• Follows through with purchase from order placement to fulfillment and ensures order arrives undamaged and on time.
• Maintain appropriate interpersonal relationships with employees, peers, and consumers.
• Responsible for managing all tasks related to preparing, maintaining, and receiving invoices.
• Coordinate with vendors, clients, and the organizations accounting department to resolve inaccuracies in computing values

Served as a key team member in assisting the Sales & Marketing Team as an MIS Coordinator in analyzing and preparing weekly / monthly reports required by the management and coordinating a smooth roll out process aimed towards better functioning of retail business.

• Analyzing and preparing weekly and monthly reports on business-as-usual sales volume
• Review loan agreements to ensure that they are complete and accurate according to policy.
• Analyzing and preparing weekly and monthly reports on the new leads generated by the Sales & Marketing team.
• Prepare responses to correspondence containing routine inquiries.
• Set up and oversee administrative policies, procedures and organize meetings.
• Exceeding customers expectations by consistently providing a high-quality service.
• Work with internal marketing and business teams to identify key target segments, formulate plans to acquire and educate walk-in customers.
• Overall Business Development for the Line of Business by defining Practices & Processes and ensuring.
• compliances by everyone involved in the operations.

Selected Accomplishments:
• Overall Team support Award - July 2010
• Overall Team support Award - March 2011

Worked as a Complaints Resolution Officer (CRO), for a period of 2 consecutive years by being the focal point of contact for interaction with front end clients and back-end customers thereby ensuring end user satisfaction & maintaining high C-Sat levels throughout all times.

• Preparing daily, weekly & monthly reports on teams performance
• Processing & verifying loan and credit card applications.
• Playing a consultative role to the management team
• Promoted as a Focal Point for communication (this involves regular interaction with the front - end Clients and back - end Customers)
• Coordinating with Team managers and updating them on team performance
• Handling high risk and retention customers to prevent / resolve escalated issues.
• Resolving customer complaints and queries within the provided TAT
• Analyze complaints received, implement corrective measures, and suggest preventive measures to Business Team
• Provide monthly reports to senior management based on monthly complaints/queries received.

Selected Accomplishments:
• Achieved the Extra Mile / Service Excellence Award
• Achievement Award 2009 for outstanding track record of positive customer feedback & improving the TAT for compliant resolution.

• Registering customers for delivery channels (Online, SMS & Phone Banking)
• Educating walk-in customers with regards to various products and services offered by the bank
• Converting walk-in traditional banking customers to eChannel customers
• Manage, monitor, and measure effectiveness of all channels for better customer experience / satisfaction, performance & utilization.
• Assist E-Channels Manager to complete the day-to-day operations as and when assigned.
• Responsible for the smooth operations of banking channels
• Optimization of Online, SMS and Phone Banking usage
• Independently conduct channel comparison with competitor offering on services, promotions and special offerings on eChannels and update Business Managers
• Prepared departments EOD reports.
• Responsible for e-mail and written correspondence assuring all inquiries were attended within the department guidelines.
• Maintaining high customer satisfaction level within the given turnaround time