Leadership and Strategy: Lead the employee relations function, developing and executing strategies to enhance workplace culture and employee engagement.Conflict Resolution: Manage and resolve employee grievances and disputes, facilitating mediation and ensuring adherence to legal and ethical standards.Employee Engagement: Foster a positive work environment through initiatives that promote teamwork, communication, and employee feedback.Training and Development: Oversee training programs for managers and employees focused on conflict resolution, diversity, and inclusion.Compliance and Risk Management: Ensure compliance with labor laws and regulations, managing risk related to employee relations matters.Data Analysis and Reporting: Analyze employee relations metrics and trends to inform decision-making and improve practices.Collaboration with Leadership: Partner with senior management to align employee relations strategies with business objectives.Change Management: Support organizational change initiatives, ensuring smooth transitions and effective communication with employees.Stakeholder Engagement: Build strong relationships with employees, management, and external partners to promote a cohesive work environment.

Objective:Managing a team of Process Trainers/Sr. Process Trainers Coordinating with Operations, Quality and Clients to understand their requirements/challenges and streamline trainings.Conduct & review domain trainings, refreshers and floor supports To define, standardize and monitor training parameters and thereafter make recommendations for ongoing improvements.Perform monitoring coaching sessions to identify training needs, conduct refreshers and develop improvement action plan.To ensure continuous improvement in the training metrics of the process.Develop training curriculum to address training needs for agent group identified with the team supervisor and team leads.

NCI CollectionsObjective:Universal trainer for a third party collections agency. Responsible for the planning, preparation and implementation of communication & process specific training focused specially to meet The goals of the respective clients.Conduct new hire and refresher training and track the effectiveness through various productivity matrices. Essential Functions:  Deliver effective and efficient end to end training (Communication & Domain Training) Conduct language verification round during interviews. Conduct Training Needs Analysis to assess groups/individuals and support their development. Ensure compliance of training programs with recognized training & development standards (i.e. Data Protection, Financial Services Authority). Complete accreditation processes for training programs design and delivery to meet external client standards. Acting Team Leader for new hire batches during OJT phase and take ownership of their performance and quality scores.

2011 - 2013 SITEL India Ltd ICICI Lombard General InsuranceObjective:Lead trainer for a domestic general insurance process.2007 - 2011 SITEL India Ltd The Trainline Objective and Functions:  lead trainer for a travel and leisure based UK company and as a sales trainer for a domestic general insurance process.  2005 – 2007 SITEL India Ltd T-Mobile Billing & Tech SupportObjective: Employed as a senior trainer. 2003 – 2004 SITEL India GMAC CollectionsObjective and functions: Employed as an agent for a collections process (GMAC Automobile loans collection) that included calling customers and helping them resolve their defaulted car loans.Essential Functions as a process trainer (Collections): Conduct new hire trainings under the supervision of the clients.