HUMAN CAPITAL MANAGER
Wakira Investments LLC
Total years of experience :18 years, 0 Months
(Investment in Hospitality chains like Casual Dining Restaurants, F&B Service & Catering)
Reporting to Head of Operations & Corporate Support Functions
Roles & Responsibilities
• Coordinated manpower planning processes for Restaurants and Corporate Office, ensuring alignment with company requirements and guidelines
• Successfully sourced and Recruited talent across multiple functions
• Designed and implemented effective on-boarding and induction programs, leading to seamless integration of new hires.
• Handling payroll process for over 200 employees working across UAE in coordination with the Sponsors counterpart
• Defined a fair, equitable and competitive compensation and benefits structure, ensuring that compensation practices are in compliance with current legislation
• Planned and implemented strategies for talent development, succession planning, and actionable insights to cherish key talent.
• Managing the employee lifecycle from hiring until separation
• Maintaining and monitoring HR databases and systems to ensure accuracy and compliance at all times
• Formulated and executed strategies to reduce attrition rates and retained high-performing talent across functions
• Developed flexible HR policies to support organizational growth and ensured policies & procedures are communicated, explained, implemented and applied with the involvement of Managers & Supervisors
• Led the development of HR systems and processes to meet evolving requirements and increasing capacities
• Providing HR support and guidance to line managers, supervisors and employees
• Administering health insurance for new employees, deletions, claims & renewals
(Hospitality chain with Ethnic restaurants, hotels, Industrial catering, Quick service restaurants, night clubs)
Reporting to the Head - Human Resources
Roles & Responsibilities
• Handled payroll process at centralized payroll system for over 1800 employees working across UAE.
• Worked on WPS (Wage Protection System) applicable as per Ministry of Law, UAE.
• Managed payroll software - Focus systems, updating records, managing the data base, working on data analysis whenever required, generating monthly MIS for reports to Head HR.
• Addressed employee queries on payroll, over time and related.
• Handled employee insurance, employee bank accounts, loan requests, change of status, Promotions and transfers.
• Handled employee workmen compensation insurance as and when incident occurs
• Handled other functions in HR during leave of fellow team members - like Leave and Exit process, Company vehicle insurance matters, Discipline letters drafting, recruitment and selection.
(HR, Payroll, Supply Chain Business Process Outsourcing for clients)
Roles & Responsibilities
• Process weekly, Bi- weekly, semi - monthly, and monthly payroll for the employees of working in USA and Canada.
• Address all payroll related queries of employees over email and over call
• Monitored the employee leave tracker and updated the same periodically.
• Handled adjusting the time sheets manually, calculation of final wages including vacation pays.
• Handled the MIS post payroll process for unit level HR of client.
• Balance general ledger with the reimbursement and summary reports, analyse and reconcile employee wise data on General Ledger for concerned person in HR. Achievements
• Received Summit Award in the month of October 2012 and April 2013 for being top performer across floor.
• Received a quarterly award in March 2012 from the client for being a consistent performer with 100 % CSAT.
• Received monthly award six times within the team for topping the score card
• Successfully completed US - Payroll certification Level 1 Training.
• Successfully completed the transition of check and advise reports and Finance
(Business Process Outsourcing for 3 Telecom UK, Ireland and Australia)
Roles & Responsibilities
• Responsible for handling customer calls for billing queries for 3 Telecom Services (UK).
• Upsell tariffs and price plans over phone.
• Process timely payment of the customers bills; explain the bills, current usage and free allowance applicable on their billing cycle and account.
• Handled outbound calls and cases for billing analysis department by calling the customers to resolve their disputes placed for bills, tariffs, incorrect charges and price plans.
• Reviewed the usage on Business Object reports and gave feedback to the customers as per the report. Kept a record of interactions that we had with our customers on their billing accounts
• Achieved targets of external survey from our customers.
• Support Mobile Broadband customers with their queries related to their bills and also guide them to access the website and get their bill details online
• Handled escalation calls and resolved customer queries by giving them better options. Retrieved and discussed the scores of customer survey with the team and assisted them on improving the scores.
• Help newer team members coming up to speed and assisting them with handling difficult calls. Achievements
• Received the best team award in Mar11
• Certified as a mentor in Mar10 to handle on the job training batches
• Won a half yearly award held in Oct09 for being a top performer on the floor
• Topped the scorecard from Jul09 to Oct09
(Business Process Outsourcing for Citibank USA)
Roles & Responsibilities
• Worked for Citibank (North America)
• Assisted International customers in their day to day banking transactions and queries related to their bank accounts
• Assisted is setting up online account to access their bank accounts online and also guiding them about how they can make transfers or payments to their linked accounts, credit cards and personal accounts and also international transfers
• Assisted new recruits with process and product related queries
• Up-selling of Banks financial products. Assisted the team members in improving the call quality
• Certified with BQT (Basic Quality Training) Program
(Direct to Home Television Service Provider)
Roles & Responsibilities
• Arranged a meeting with the society committee members and explained the concept of DTH (Direct to Home) services which was going to be launched in India.
• Obtained NOCs (No Objection Certificate) from the society to set the platform within the society before its launch.
• After the launch of the product, started with selling of the Digi-comp in the societies.
• Handled a team of 5 and assisted them to improve sales and meet targets.
• Maintained a record of the sales targets, the team had to achieve in a particular month and kept a track of it on daily basis.
• Worked with the dealers to increase the sales.