Training & Operations Manager
DIVINE CREATIONS LLC
Total years of experience :24 years, 8 Months
Job Responsibilities:
Training
Plan, Budget, design and implement training for all staff -
Training needs analysis.
Prepare training budget and secure approval from top management.
Design training content based on adult learning principles.
Monitor, Coach, Train and Develop - Effectively Contribute to business with less learning curves
Implement external trainings whenever required.
Implement Health and safety training.
HR Operations
Actively involved in Recruitment, Selection, Employee Engagement and Resource Utilization.
Actively involved in KPI’s based Performance management and appraisals.
Align employee performance to organizational vision and mission. Monitor customer feedback and take corrective measures in Training and HR area.
Ensure compliance standards at all levels and conduct compliance audit.
Interactions
Sales Operations - Involved in Business Process analysis and recommend changes in operational procedures. Planning and implementing better process work flows.
Managing Change - Involved in the change management process.
Achievements
Ensure increased productivity, reducing costs resulting in increased Sales turn over and ROI.
Improved business, Continuous Process Improvement, Service level, quality and customer satisfaction by effective trainings.
Increased employee satisfaction, performance and retention, to maintain positive work environment.
Job Responsibilities
Training:
Functioning as a Strategic Learning Partner with Department Heads in line with the targets and goals of the organization
Used latest and innovative learning strategies like E-learning and learning Management System (LMS).
Implemented training budget controls without affecting the company competencies.
Implemented Retail staff training covering by providing product knowledge, system training, Customer Service Skills, Selling skills, Team Development using live scenarios and simulations.
Implemented training for Logistics and operational Staff covering soft skills and occupational safety.
Developed Leadership Trainings through MDP programme for subject matter experts.
Dealt with external vendors in order to provide First Aid & Fire Safety courses for Security /Logistics.
Ensured Compliance and Quality in all the training policies and procedures carried out in par with the ISO standards, by also maintaining training records in ERP.
HR Activities:
Active Member of the Strategic Planning for KSA Project - Recruitment, Training & evaluation.
Being a part of Performance Management by evaluating and appraising staff.
Involved in employee feedback program and feedback data analysis.
Active role in Human Resource communications and Feedback.
Achievements:
Proven track record for Improved KPI’s of Retail & Delivery staff from C & D to A & B.
Implemented Continuous Employee Induction and other courses training system.
Implemented Employee Feedback system, Customer Satisfactions, Mystery Shopper Programs.
Appreciations & Awards:
APPRECIATION CERTIFICATE FOR TRAINING: 2014 from PANEMIRATES.
Training and HR:
Manage the full cycle of Empost Staff training
Design and develop various training programs for all staff levels.
Ensure compliance and quality as per ISO standards.
Strategic development and implementation of processes in training with skills assessment, based on set KPIS’s.
Maintain training records on HRMS and periodic reporting of training and ROI to top management and to the Ministry.
A member of the Recruitment panel, assisting in selection and testing of the staff under defined competencies.
• Identifying training needs with the relevant departments and drawing the training & development plan and ensure that the training outcomes address the needs and they are linked to the strategic goals of the company.
• Design and Development of training manuals to include the updated Product and services with the operational processes.
• Training the staff, by providing product knowledge and necessary soft skills.
• Monitoring the trainer activities, performance and productivity, appraisals etc.
• Drawing up a training calendar beginning every year, based on feedback, evaluations and TNA done and ensure that training is carried out as planned.
• Monitor staff during training sessions to identify any competent/fast track individuals whose skills can be further harnessed and developed to meet business and succession needs.
• Implement process and system training to ensure staff are competent in the use of related ‘applications’ so that it can be used effectively in the minimal time.
• Analyze and monitor training needs on a continual basis while providing accurate record keeping of all training activities.
• Strategic development and implementation of processes in training.
HR
• A member of the Recruitment panel, assisting in selection and testing of the staff under defined competencies.
• To develop and promote standardized induction and core skills training for new staff, ensuring it is up to date, effective and running.
• Conduct testing after each training session to ensure staffs is fully competent in the task implement refresher testing at regular intervals to ensure that any further training to fill up the gaps.
• Also assisting in other HR tasks like insurance, leaves, and evaluation.
• Submitting strategic quarterly training reports to the HR Manager, to be provided to the Ministry.
Quality
• Conducted Awareness & Training Courses for the Drivers & Assemblers on Occupational Safety; ensured all the training policies and procedures are carried out in par with the ISO standards
• Ensure quality system and ISO procedures are applied uniformly throughout the teams and advise the HR & Quality Manager of any non-adherence so that it can be actioned to ensure adherence to procedures and ISO standards.
• Also taking part in internal audits within the HR & training section and other departments.
• Assisting Quality in designing the quality hand-outs and also in translations.
• Job Responsibilities same as above
Appreciations & Awards:
• APPRECIATION CERTIFICATE FOR QUALITY PROJECTS: 2010 from Empost.
• APPRECIATION CERTIFICATE FOR QUALITY PROJECTS: 2011 from Empost.
• Led a team of 50 call centre agents including team leaders; monitor the service level of the calls for Empost & Emirates Post
• Released the timings and rosters of the agents and scheduling them depending on the requirement of the campaign
• Handled the number of bookings and enquiries of Empost and updating the agents with the latest information about the rates and services
• Actively involved in: Training of all the agents (Awarded by EMP in recognition for training in Empost products & system) & Weekly operations meeting with team leaders for each campaign & agents for individual coaching.
• Carried out the employee development-Coaching/ measuring effectiveness of training activities.
Appreciations & Awards:
APPRECIATION FOR TRAINING CAMPAIGNS: 2006 from EMP Call centre.
Managing and monitoring a team of customer service agents, controlling the call traffic/time management in the call centre, using CRM system.
Monitoring the telephone manners of each agent, implantation of telesales in the customer service dept. and forwarding of the sales enquiries to the sales dept.
Responsible for workforce allocations and employee time management. Attended monthly meetings for the development in each area concerning the courier industry
Responsible for scrutinizing the Agent function report with the set KPI’S on a daily basis.
Appreciations & Awards:
• TEAM EXCELLENCE AWARD “Employee of the Month: 2001” from Empost.
