Assistant Manager - HR Admin
Computer Science Corporation CSC
Total years of experience :8 years, 6 Months
• Sourcing IT profiles to the client as per requirement.
• Coordinating for interview schedule
• Close compensation offer and benefits offer with consultants.
• Mobilize the resource from CSC India to Doha project .
• Coordinate the transfer and exit procedure.
• Resource induction to project with client handover.
• POC for all project resources for HR and logistics
• Coordinate to close the annual performance appraisal process.
• Coordinate with Talent Management for quaterly training and development.
• Prepare and maintain the leave & payroll data.
• Prepare and maintain invoicing.
• Handle the banking transaction for CSC Doha.
• Provide consultants with medical insurance for Doha and Kuwait insurance .
• Coordinate for visa processing.
• Monthly reporting of HR & Admin to Head office.
Implementation of HRIS system for Kuwait, UAE, Bahrain, Qatar & Jordan.
Implemented the grading system and restructuring of salary for Alshamel.
Implemented & Developed the automated Performance Appraisal System for Alshamel.
Aligning Performance Appraisal to business objectives.
Develop, maintain and update the HR policy and procedure.
Job analysis and preparation of job description.
Shortlist job applicants; review application/resume; evaluate applicant skills and make recommendations regarding applicant's qualifications.
Utilize website responses/CV Databases to source candidates and manage talent pools.
Pre-screen all internal and external applicants and organize interviews with respective Manager.
Liaise with recruitment agencies to source high quality candidate shortlist for specific roles.
Training and orientation of new employees.
Supervise the regional HR activities to maintain the standard.
Preparation of Human Resource budget and recruitment forecast.
HR monthly reporting and presentation to executive committee.
1. Responsible for all human resource activities to include employment, compensation, labor relations, benefits, and training and development.
2. Shortlist job applicants; review application/resume; evaluate applicant skills and make recommendations regarding applicant's qualifications.
3. Develop and maintain relationship with employment agencies and other recruitment sources.
4. Prepare and maintain company salary structure, job documentation, and job evaluation systems. Complete salary survey questionnaires.
5. Develop the job description for new and exiting employees.
6. Coordinate with project to prepare, process the payroll.
7. Administer and explain benefits to employees, serve as liaison between employees.
8. Design and conduct new employee orientations.
9. Work with manpower planning and legal to resolve labor relation issues.
10. Recommend, develop and schedule training and development courses.
11. Provide advice, assistance and follow-up on company policies, procedures, and documentation.
12. Coordinate the resolution of specific policy-related and procedural problems and inquiries.
13. Recommend, develop and maintain human resource data bases, computer software systems, and manual filing systems.
14. Develop and recommend HR operating policy and procedural improvements.
15. Coordinate with Qatar and UAE operation for HR support.
16. Conduct internal audit for ISO 9001 standards in liaise with the KGL holding.
17. Coordinate for visa and immigration process.
1. Coordinating and writing engineer comments for plan approval with shipyards, consultants and other societies.
2. Support and assistance to site office at Singapore (JSML) and South Korea ( Daewoo ) for plan approval.
3. Preparation of outline specification for the future new building projects as per engineer instructions.
4. Tracking and Preparation of all projects communication via e-mail, fax, memo, letters and circulars.
5. Filing all the projects communication as per the Filling Index of the company.
6. Coordination and follow-up with all Engineers Technical Assistant for timely submission of replies to shipyard and consultants.
7. Preparation of Order Forms for processing Invoices of consultants.
8. Preparation of weekly and monthly performance reviews of project.
1. Implementation of Time Standards and Standard Operating Procedures( SOPs) for Operations.
2. Conduct Process Audit via Audit Plan
3. Lay - down a Corrective Action Plan for process improvement.
4. Training customer operations executives on Customer care Processes, products, VAS services and customer care systems.
5. Handled Idea’s Service Excellence Program (certification) for Call centre executive.
6. Coordinating the training session, training need analysis and competency mapping.
7. Ensure complete product knowledge dissemination
8. Monitor the interactions of team member via instructions and Mystery check.
9. Feedback sessions to trainees.
10. Updating of Training Manuals, FAQ’s ( Frequently Asked Questions), IVR ( Interactive Voice Recorder), Website, My care & Manuals within 24 hrs of launch.
11. Conduct short listing Interview and I-recruit test for all candidates recruitment. .
12. Repeat call analysis, manpower utilization and budgeting and MIS for customer operations.
1. Handling a team of 20 member with 2 team leaders.
2. Ensure Complaint and Request of customers is resolve as per the set Turn around Time (TAT).
3. Setting TAT for complaints and request in the CRM system.
4. Sending Service Dash Board /Daily escalation report which monitor department wise slippage of performance.
5. Back end support to call centre, sales and collection team for customer queries, lead and complaints.
6. Member of Cross Functional Team for implementing SERVICE GUARANTEE ON BILLING.
7. Analysis of repeat complaint and providing the resolution to ensure non accordance of complaint.
8. Liaise with IT to upgrade the CRM system requirement.
9. Preparation of Daily and Monthly MIS for performance review and SLA slippage.
1. Handing a team member of 10 for Optimum utilization of Call Centre resources to achieve the set targets.
2. Call Traffic Planning through Call Track Analysis/MIS through efficient use of CMS.
3. Monitor Quality of calls through continuous intervention in agent calls/IVR.
4. Process improvement through resource management/ interdepartmental co-ordination and automation.
5. Regular intervention in to the IVR/ CMS/ website/ Intranet.
6. MIS / reporting (Repeat Call Analysis, Route Cause for Calls, Agent report, Call center Performance reports, COO Presentations, Regulatory Reports, Manpower Budget, Opex / Capex, etc.).
7. Performance tracking and competency & efficiency up gradation of call centre executive.
8. Recruitment/Training/Development/Attrition control of Call Centre Executive.
9. Preparation of call center performance report for review.
Xavier School of Management , Jamshedpur , ranked 2nd among India Business School in 2015. The Executive Diploma in HR is 18 months extensive on campus program for executives spread over 5 terms and dissertation. My dissertation topic is on Expats Intention to stay - Kuwait.
Certified Six Sigma Green Belt to work on operations process improvement and implementation.
Scored 60% in bachelore of Commerce
Scored 85% in Certification which included MS Office, C, & C++
Secured 75% in SSC and 65% in HSC with najors in Commerce in C.B.S.E with distinction in English and Accounts. Scholarship: Represented School at National Basket Ball Team. Got scholarship from 8th Standard till HSC. Sports Captain for the Year 1997-1998.