Engage with Client Managers and Business Unit Leaders to define, build and document hiring forecasts. Upon approval of a new requisition, work with hiring Team Leaders to set Service Level Agreements (SLA) expectations and requirements Work within pre-defined recruitment processes while assessing that process to identify, recommend areas, improve, and build standard methodologies to follow. Understand and effectively manage the team's governance and performance. Maintain client relationships interface through regular connects and emails. Understand client priorities and problems & help translate actions for the team. Manage candidates (passive and active) thoughtfully and at pace, to ensure a best-in-class candidate experience. Responsible for driving 200 plus open demand every month for NON-IT account (Capabilities are Voice, customer Service, Banking, Financial services) . Successfully Managing 10 plus Clients/Managers + 8-10 Stakeholder’s with a team size of 20 plus members (Directly reports to me). Manage and influence business partner relationships with a variety of teams to ensure overall staffing objectives are met. Develop robust and inclusive candidate pipeline strategies to deliver a top talent and create diverse initiatives to continue to grow our company. Get to the root cause of any issue to solve problems. Design and quickly implement solutions that cut across multiple disciplines, even those beyond people and organizational solutions. Create and implement staffing processes and business strategies to achieve an annual hiring plan that emphasizes quality/speed of hires and client management culture. Lead, motivate, and support a team of Recruiters to deliver on hiring targets successfully and strategically. Increase productivity, manage, and inspire the team to deliver results while communicating all critical dimensions of staffing vision, status, and business plans to Leadership team.

Manage a team of highly qualified Recruitment professionals. Design and implement the overall recruiting strategy. Lead the full life cycle of recruitment for various openings monthly. Draft job descriptions, push them through all talent acquisition channels and coordinate candidate sourcing with the same. Deliver the right talent at the right time, maintain TAT at every stage of the positions, ensure closure of the position within SLAs. Create awareness among teams through data analysis, communication, and transparency. Perform reference checks and employment verification. Build and maintain a strong network to source candidates from various channels – referrals, job portals, social networking and other Classified job sites Maintain recruitment related documents. Partner with hiring managers to determine staffing needs. Perform in-person and phone interviews with candidates. Administer appropriate company assessments. Make recommendations to company hiring managers. Follow up on the interview process status. Maintain relationships with both internal and external clients to ensure staffing goals are achieved. Handle requirements through Job Portals - Naukri, Shine, Times, freshers World etc.

• Coordinated the cashing up/reconciliatory of center tills & tallying the individual & center accounts and adhered to the service level agreement related to productivity, TAT and quality• Implemented various policies & procedures to enhance performance of team members and provided training, feedback & knowledge transfer for professional development and corrective action plans• Devised strategies for unit’s profitability & to achieve targets, prepared reports; resolved escalation calls & mails and customer complaints, improvement in voice of customer & voice of mission scores• Managed the performance of team members by providing feedbacks, coaching, professional training and taking corrective action plans; assessed the performance of team members and provided monthly ratings • Reported to senior management on a daily, weekly and monthly basis; adhered to the set SLAs like productivity, TAT and quality• Finalized the Business Continuity Plan (BCP) & Disaster Recovery Plan (DRP) documents for VISA center in Paddington• Participated in several conference calls along with the call center team, support group, quality managers and senior managements and maintained the attendance tracker for the entire department• Played a key role by acting as the SPOC for all the applications & resolved escalation calls & emails • Directed overall functioning of processes, identified improvement areas & implemented adequate measures to maximize customer satisfaction level• Ensured the smooth transition from current to future business operations; provided effective resolution to customer queries & improved relationship with customer by anticipating customer requirements, thereby ensuring a positive customer experience• Monitored utilization of existing resources & manpower, planned targets and achieved overall targets on a daily, weekly and monthly basis

• Administered the recruitment process like examined applicants documents & eligibility, performed quality checks and prepared case study reports & conducted statistical analysis on files requiring investigation & assessment• Provided training to employees & monitored their performance to ensure excellent customer service and employed methods to enhance the postal services• Directed the process of the visa application that included issue of clearance/refusals from embassy, resolved complaints and managed refunds/compensations, incoming emails & inbound calls for retrieval of information• Imparted support to project team, maintained weekly minute reports of meeting, prepared weekly CSAT reports for excellence in quality service and managed assessments, overall operational risks & purchase orders for deliveries

• Security Policy Implementation (Implementing VFS Security policies on all Systems).• Hardware Setup (Desktop, Printer, Network).• Setting up network-internet connectivity, assigning IP to network.• Software Installation (installing all software required for operations).• Providing desktop level support.• Maintenance Photo copier, Photo Booth and Internet kiosks. • User id management (Creating and Deleting new email and application ids).• Coordinating with various Departments regarding IT related issues (Service Desk, IT Support, SEP Support, CDPU).• Data entry, Document Scrutiny, preparing reports.• Handling of Telephone and E-mail queries.• Handling of applicant queries.• Collection and scrutiny of passports from the application centre.• Handover and Collection of passports from the Consulate General of India.• Tracking of passports.

• Responsible for the supervision of a staff of twenty people within the customer service department as Assistant Manager. • Responsible for the recruitment and training of customer service representatives. • Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service. • Ensure service levels are satisfied by team members and workflow distribution