Business Process outsourcing

Managing Branch Operations @ Aakash

I am a Recruitment Practitioner, Along with a key player in Employee Engagement role.-An aggresive recruiter, along with the generalistic specialist HR with significant 5+ Yrs of experience in BPO, Banking & other industries.-Keeping abreast of recruiting issues and trends and identifying opportunities to improve quality of service and reduce delivery costs and turn-around-time.-Proven ability to source Top-Talent with innovative recruitment techniques in challenging deadline.-Possess strong solution focus and confidence to influence and present ideas at all levels within the company with excellent interpersonal and presentation skills.-Principle Responsiblities in Employee Engagement.-Communicate HR policies to employees.-Conduct policy awareness sessions.-Educating Agents on Salary structure & components & deductions (PF & ESIC)-Executing employee engagement activities as per guidelines.-Implementing communication initiatives as per guidelines.-Conducting employee satisfaction survey.-Execution of performance appraisal exercise as per guidelines.

• Leading a team of associates and motivate them to achieve the team’s SLA. Consistently achieves all KPI's and SLA's set by the clients with strict adherence to all the given parameters. • Supervise, coordinate, and monitor the activities of advisors to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.• Handles any escalations that an advisor is unable to handle, solves process related queries and handles grievances.• I have trained agents of data based troubleshooting like – Automatic and manual configuration of Internet on handset and PC, email and advance settings on all smart phone including Blackberry and IPhone.• Listens to calls and coaches the team to improve the performance• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs, Initiates and administers the rewards and recognition program for the team.

• Responsible for all aspects of Customer Service• Ensuring quality & maintaining Customer Service Standards• Providing strategic contribution by business generation & controlling attritionManaging productivity standards, Ensuring accurate MIS capture and reporting to be complete and timely. • Adhering to compliance/money laundering guidelines• Risk report/Control Standard Checks & reporting.

• Responsible for all aspects of Customer Service• Ensuring quality & maintaining Customer Service Standards• Providing strategic contribution by business generation, Ensuring accurate MIS capture and reporting to be complete and timely. • Adhering to compliance/money laundering guidelines• Risk report/Control Standard Checks & reporting.