Group Recruiter - HR
Kleindienst Group
Total years of experience :19 years, 0 Months
•Research for Talent on required roles on job portals, Linked In, Company referrals and in depth review
• Conducting assessments, interviews and tests to assess the best fit candidate for the relevant position and meet required expectations
• Working with the Project Director and Line Managers to do a weekly and monthly staffing need and status analysis
• Creating, maintaining and managing resource planning, manpower histograms and resourcing methods and processes
• Ensuring the employee records and status recruitment reports are maintained and updated
• Weekly and monthly recruitment reporting
• Proactively managing meetings with line managers, Support staff and Senior Management on Resourcing needs and issues
•Achieving targets set on a weekly and monthly basis
•Resourcing and writing adverts for websites and newspapers to attract candidates
•Organizing candidate assessments and innovative methods of testing
•Interviewing candidates on a one to one basis or Skype when the candidate is internationally based
• Preparing and maintaining the Project Organization charts and hierarchy reports
•Preparing candidates for interviews
• Assisting HR team with Visa and on boarding process
•Competitor/local market research
•Actively promoting the project to clients and candidates as a business developer
•Implementing new HR procedures within branch
•Recruitment and new hire Database Management and validation
•Dealing with queries and concerns of staff
•Working to agreed SLA’s
• Managing emerging careers application and filling
•Negotiating and agreeing terms on compensation and benefits with candidates
•Administration duties including filing, photocopying, advertising, mailers, spreadsheets, formatting CV’s
•Development of relationships with clients and candidates
Building relationships with clients through various activities such as business meetings, telephone calls, networking and seminars
June 2012 - Dec 2010:
Role: Unit Manager - Talent and Training and SME for Transitions projects
Responsibility:
- Managing transitions projects as a subject matter expert by applying lean methodology and lead training and transitions of the projects as a Training manager
- Took the initiative managing and handling the team along with the training manager
- Leading team performance and accelerating tasks to enhance delivery excellence
- Supporting the client and the delivery team by being a catalyst towards process improvement
- Developing and grooming new trainers in the team
- Responsible for Projects, improvement innovations and Ideation
- Training and developing new hires on the most critical Motor line of businesses (Third-party care, Third party telephony and contact center and credit hire management team)
- Responsibilities of managing and handling the team along with the training manager
- Leading team performance and accelerating tasks to enhance delivery excellence
- Supporting the delivery team towards process development by upskilling and developing the process and staff
- Taking care and handling end to end organization and client audits like ISO, ISMS, OCF, SML, INFOSEC and External Audits
- Developing and grooming new trainers and completing the trainer observation process for them
Initiatives:
- Business lead for Pune location for crucial client projects like ECF - Ecase management and Project VCASE management
- Lead module developer for an Mphasis initiative to centralize and specialize the Credit Hire process - Project Credit hire Enhancement
- Have assisted the clients and business by being an active team member in a lot of improvement projects - EC 10 improvement, claim life cycle reduction, reducing litigation, reducing reopening of claims, Project windmill (New product introduction), Process value stream mappings, Project - Rhino (supplier contact management) and Process development for Third-party care training
- Managed ISAE 3000 audit for the Pune training team
- Appointed as the Training Prime for Motor claims Pune to take care of the team and second the team manager
- Submitted a Six sigma yellow belt project for a sub line of business to tackle motor insurance fraud which is the biggest threat to the UK motor insurance industry
- Delivered Winning Attitudes - Flagship Programs for all verticals - ITO, BPO, APPS and corporate support
- Being an important link between the offshore managers, Zurich and Pune teams
- Have been actively involved in client access management for Pune with zero slips
- Prepared training modules for a lot of new processes and innovations like the Vcase system management, identification of policies and claim number formats, Complaints handling and Motor Reference Library
- One of the few in Pune claims to know more than 10 legacy systems and have an in depth knowledge of all the line of businesses
- Prepared year to date reports for access management process compliance
- Prepared roll out packs for Client projects and innovations - Vcase management, EC 10 improvement, Project windmill (new product policy introduced) etc
- Conducted product refreshers and up skilling sessions for Green belt initiatives and process changes
- Worked on a highly critical Zurich project as the sole lead from Pune which involved direct intervention with the executive management team
Unit Manager/Project Manager - Transitions and Operational projects in Mphasis and HP Company - India
(May 2005 - present)
Role, responsibilities and Job Profile:
Jan 2013 till date:
Role: Unit Manager/Project Manager - Transitions and Operational projects
Responsibility:
- Managing and initiating Scoping and consultancy workshops for new business wins and process improvement initiatives for clients within UK, US and European Insurance domain
- Responsible for tracking and follow up of projects timeline governance with creation of transitions milestones, project dashboard and project plan (GANT)
- Validate and enhance the solutions target design from consulting and completing the cost benefit document, Contracts, Pricing and end to end documentation to move from Consulting to Transitions
- Creation, tracking and management of transitions methodology, project timelines and project documentation as per the target clients
- Liaison between the supplier and Customer for project progress, risks/actions/follows up and tracking of updates
- Solutioning and creating offshore feasibility for new business
- Contract and SOW documentation for new Business and transitions
Initiatives:
- Created transitions methodology documents, Operational dashboards and checklists to modernize the set up - Created an effective solution for an application MI issue that the client was facing
- Proposed and implemented a Complexity based incentive model with process study and comparison of 4 - 5 units within the back office structure
- Governance financial authorities revamp for the client
- PROJECT AGILE - Lean Project on process improvement for the unreported team
- FTE's, Volumes, Staffing, attrition and backlog management planning for Operations for projects
- Study of Zurich risk policy and contracts
- Managing and handling Indexing operations team - Operational all location queues, Team management, managing numbers, backlog management
- A team member in new business Solutioning for a new client on ministry of justice work
- Currently doing a green belt six sigma project, This project intends to study and analyze the disease process to develop solutions to reduce the exceptions rate by 50% and reap a potential savings of approx. $ 97, 025
- Completed a consultancy assignment for Business scoping, Process improvement and offshoring feasibility as a consultant. This project is the first project of this nature for the client serviced by the process. This consultancy assignment has given the insurance vertical a business win of a 30 FTE process. I am now handling the Transitions for these units
- Completed a process review of the motor credit hire process and change management for the recommended proposals
- Completed the claims re modeling project for amalgamating the Third party claim handling teams inbound calls into the centralized telephony team to release capacity for critical claims management
May 2005 - Nov 2006:
Profile: Customer support officer
Role: The job role involved Customer Assistance regarding Motor Insurance Claims, end to end Claims solutions and setting up claims.
Responsibility:
- Have been a fraud coordinator for the unit, which involved identifying potential fraudulent claims and helping the team bank a saving against suspicious claims.
- Was responsible for Team Motivation as well
July 2008 - Nov 2010:
Role: Trainer and Business Coach
Sole business knowledge transfer, Senior Process trainer and Business Coach for Business improvement
Responsibility:
- Have trained new business ramp up and backfill batches
- Have been responsible for the unit Training reports, training material & modules and delivery
- Have been in the role of a business/team coach from more than 6 months for the most critical team (Credit Hire Team), this role involves coaching, Improvement and development of handlers' negotiation skills to achieve Savings targets for the entire unit
- Driving team performance, motivation, and productivity.
- Reviewing QAT audit results conducted by UK on a monthly basis and sharing feedback and developing action plans accordingly.
- Conducting various need based Buzz sessions on a weekly basis.
- Responsible for the team's motivation which involved conducting Incentive based games to improve team performance.
- Responsible for identifying the team's coaching needs and developing action plans accordingly.
Initiatives:
- Was chosen as a sole SME and business transitions lead for a new process. Travelled to the UK and worked with the project team on the creation and designing of the operations for this team. Created process maps and training modules and completed the knowledge transfer by training 5 batches back to back. Successfully accomplished process transitions and got a business as usual sign off. This was the first ever sole delivery performance in achieving a successful knowledge transfer project by Mphasis
- Have designed Credit hire technical case studies for the UK units on a monthly basis to showcase center performance and display our skills of being a credit ire expert
- Redesigned Claim Quality Review sheet to make it robust and effective
- During the crucial back Log phase of the Unit, have redesigned accelerated Process Maps which would help deal with the back log by reducing daily volumes received.
- Have conducted unit improvement and knowledge tests on a monthly basis and created a question Bank.
- Have created Credit Hire guidelines and Assistance Module for easy access on Intranet Link to all Handlers in the Unit.
Nov 2006 - June 2008:
Profile: Process Trainer and Business Coach
Role:
- Attended an OJT in the UK for New business training for a more challenging and critical process. Was selected as a process trainer for this process
- This role involved dealing with Customer solutions for indemnity and handling of claims till settlement of claims
- Dealing with customer complaints and resolving them
Responsibility:
- Job role involved training, grooming, managing and developing new joiners to get them on board.
- This role involved crucial decision making and excellence in product.
- Have trained 3 batches for this unit and have delivered excellent results and brought about tremendous improvement in the team
- Have been a business coach when off training for this unit. Job role included coaching, peer guidance, driving team performance and Quality, grooming and development of employees.
- Have designed, implemented and reviewed coaching action plans for underperforming handlers.
Initiatives:
- Project member for FRU Re- engineering project & Accelerated learning
- Redesigned training and development modules to accelerate the training and make it more effective.
- Designed process KRAs for New handlers.
- Have conducted Fraud workshop with Zurich UK Claims Investigation Unit Operations Manager
- Have conducted several Product and process refreshers and sessions for improvement of existing handlers on a monthly and weekly basis.
➢ Completed a certification program for Service in Insurance in 2011 from the Chartered Institute of Insurance (CII) - UK ➢ Diploma in Business Management
➢ Completed CS foundation from ICSI Pune
➢ Completed University of Pune Graduate Degree Examination from Pune University in 2005 First class
➢ Completed Higher Secondary Certificate Examination from Symbiosis College of Commerce in 2002 First class
➢ Completed Secondary School Certificate Examination from St. Joseph Girls High School in 2000 First class
➢ Currently Pursuing a Masters of Business Administration degree from ICFAI Pune
