Head HR
Confidential Group
Total years of experience :21 years, 2 Months
• Build a people-first organization by collaborating with various stakeholders and creating structures and environments that values and serves.
• Lead adherence to policies, COC and employee handbook and manage HR/compliance/employee relations/people duties as they arise.
• Create appropriate forms, policies, processes, and procedures and initiate governance that add value to the people system at country level.
• Analyzed, revised, and optimized SOPs, guidelines, and policies across all business verticals to optimize people performance and service delivery.
• Transitioned people operations from a reactive to a proactive state by identifying bottlenecks and establishing processes, workflows, metrics.
• Analyzed, revised and driven PMS across departments and ensured top notch service delivery by influencing transparency.
• Influenced employee concerns, complaints, and grievances on an improved TAT by effective investigating practices on workplace incidents.
• Driven the best-in-class employee experience by addressing people and departmental challenges through a fortnightly CAP.
• Verify accurate and timely compensation, benefits and leave administration, deductions by managing payroll, benefits, and HRIS.
• Set up, owned, and driven organizational development, and influenced organizational culture and structure by best practices in LSP and TOD.
• Work closely with all departments (Legal, Go to Market, PMO, Finance/Procurement/Treasury, Customer Success, HR, Payroll, Benefits etc.), to build trust and buy in at all levels.
• Worked with ministerial entities to develop ITP and link it to IDP/MDP to plan and prioritize training and certification towards NDP.
• Identify training needs (360 degree) of various ministries through role analysis and performance discussions with stakeholders.
• Developed an elite L&D framework to execute nationwide implementation of ITP, IDP and MDP in the Ministerial entities in Qatar.
• Analyze certification models and development trends; revised and executed top trends and best practices across the ministries.
• Engage, negotiate, and manage various vendors to support the dynamic needs across BU and strengthen business partnerships with leaders and stakeholders.
• Manage end to end employee lifecycle for the whole HR function exceeding metrics expectation set by the Board.
• Review, analyze, oversee the E2E hiring process, influence hiring decisions, implement talent acquisition strategies to attract/retain talents.
• Strategize and build a strong employer brand to attract top talent, analyze, review and optimize recruitment spending and cost per hire.
• Drive employee performance and productivity by increasing the employee engagement ratio and satisfaction index. Identify and develop high-potential employees for future leadership roles. Develop and implement effective training and development programs.
Reduce employee turnover rate, improve employee morale and motivation, create a positive and inclusive work environment, develop and drive effective employee retention programs. Manage HR budgets and resources effectively.
• Ensure compliance with all relevant HR laws and regulations, maintain accurate and up-to-date employee records.
• Analyze existing HR & Training standards; revise, review, implement and optimize SOPs, guidelines and policies at country level.
• Set up periodical performance reviews with dept. heads/individuals and address/resolve concerns/gaps at department/org level.
• Drive weekly, fortnightly Governance calls/meetings with the respective stake holder, derive CAP, follow up, flag and resolve as necessary.
• Champion group learning initiatives and develop an appropriate framework for employee career development and capability programs.
• Develop in-house Trainer/SME Capability program to constantly drive initiatives critical to the business at all times.
• Plan and prioritize rewards and recognition programs and align it with Comp and Benefits to influence consistent KPIs positively.
Manage and drive E2E employee life cycle in UAE & Qatar region for REDTAG Twenty4 brands
Drive programs and projects on Training & Development and Performance Management for 1200 plus employees
Conduct regular training need assessments at various levels of retail staff including HODs and Area Managers
Develop, design or procure (Goldstein Model) training Programs/ Modules/ Courses that best suits the training objectives
Analyze performance gaps and arrive at a training objective that aligns with the organization's short & long term goals
Prepare and publish training calendars, prepare weekly/ monthly MIS and training reports for entire GCC
Actively drive and implement employee engagement initiatives across the region at different intervals
Evolve strategies and plans to drive a performance driven culture. Align/ realign JDs at all levels to achieve the best in class retail metrics
Deliver training on New hire Induction/ On boarding, Processes & Products, Leadership Dynamics, Behavioral Competency, Customer Service, and on improving retail operational metrics
Ensure timely implementation and delivery of training (Malcom’s Methodology) and evaluate training effectiveness at various intervals using Kirkpatrick’s model
Ensure career development by timely assessment of skills & talents across the organization and create a high profile organization resulting in improved corporate performance
Own, Drive and Manage the entire training cycle
Analyze & Report ROI at the end of every Quarter to the Management
Role at the time of leaving: Program Manager- APJ Operations.
Manage E2E Training & Development for more than 3000 Field & CC engineers across APJ Region
Responsible for skill development and career enhancement programs across the region.
Analyze performance gaps and arrive at a training objective that aligns with the organization's short & long term goals
Develop, design or procure training programs that best suits the training objectives, considering cost and operational constraints
Ensure levels of certification to retain the best talents across the region resulting in improved corporate performance
Drive effective technical, process, soft skills, behavioral and leadership training programs across all delivery functions
Liaise with Country Managers and Program Leads to ensure best in class customer experience through weekly Country reviews
Reduce parts demanded and consumed and control defective interventions by identifying gaps and enhancing skill levels and knowledge
Manage overall employee performance resulting in Total Customer Experience
Continuously track monitoring data and customer verbatim to arrive at new training plans and training activities
Analyze customer comments and identify gaps and showcase it to the Management with a monthly CAP
Understand key wins, best practices and implement successful practices across APJ region
TNA | CONTENT DEVELOPMENT | TRAINING DELIVERY | SCHEDULING | HIRING & CALIBRATION
Manage E2E Training & Development for Contact Center engineers
Responsible for conducting Train the Trainer and Trainer certifications; schedule training for new hire and existing employees
Plan, schedule and manage hiring & new hire training for different business verticals.
Analyze gaps in attitude, skills and knowledge (IT & Process) and schedule feedback, coaching or training sessions based on the intensity of the gap identified
Identify development needs for a variety of roles across the organization through a monthly/quarterly gap analysis using various TNA methods
Schedule Trainer allocation; Publish training calendars; Deliver training using Malcolm’s principles, and evaluate training effectiveness through post training surveys and implementation checks using Kirkpatrick method and calculate ROI
Work closely with the respective stakeholders, drive internal programs and checks to re-enforce the core learning objectives of the training
Deliver training on Service Mindset, Soft Skills, Sales Improvement, Process, Customer Service, Business Culture, etc.
Ensure that training is delivered in the most effective format using Malcolm’s adult learning principles
Forecast training plans, publish training calendars and training reports month on month with the stakeholders
IT Product Training, Quality Audits, L2 Technical Support (Wireless products & Networking)
Analyze and identify the various skill requirements in the resources, mainly focusing on the immediate requirement of the process/programs.
Ensuring that training is delivered in the most effective format by way of managing the training function in terms of content and delivery through designing and developing (or procuring) training programs (or material) to suit the skill requirement, time availability, and learner’s immediate or future needs.
Coordinating with the HR department and making sure of adequate resources at all times through recruitment (on-campus, in-house & career fairs) and delivery of the same based on target.
Ensuring quality and clarity of voice in resources through imparting effective training on Neutral/ American Accent, American culture sensitization, Telephone etiquettes and Business English
Also responsible for pre & post-process certification, accurate & timely Reports.
Responsible for networking with the team, operations and any other division as and when the need arises and indulging in calibration process to ensure that all the Voice coaches/ Trainers are on the same page
• Responsible for sourcing resumes, managing interview schedules, preparing and releasing offer letters, service letters, terminations, etc.
• Responsible for on-boarding process of new joiners, manage HR Induction and logistics for other scheduled training courses
• Coordinate with IT support and ensure systems, usernames, email and passwords are set and shared with the employees; prepare payroll.
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