Lead the entire HR function and align the HR practices to the organization's strategic objectives. Handle end to end HR covering recruitment (IT Non IT and Leadership roles), Employee Engagement, Performance Management, Grievance Management, Training and Development, Exit Process, Organisation Development programs like Competency mapping, Skill Matrix, Leadership Training, High Potential Development, Employee Satisfaction Surveys, Skip Level and Employee Pulse Checks, Rewards & Recognition… Show more Lead the entire HR function and align the HR practices to the organization's strategic objectives. Handle end to end HR covering recruitment (IT Non IT and Leadership roles), Employee Engagement, Performance Management, Grievance Management, Training and Development, Exit Process, Organisation Development programs like Competency mapping, Skill Matrix, Leadership Training, High Potential Development, Employee Satisfaction Surveys, Skip Level and Employee Pulse Checks, Rewards & Recognition etc. Won the Best Team Award in the year 2017 for solutions implemented to solve some of the HR challenges around Recruitment and employee engagement. Show less

Led the service quality assurance in Meritgroup. Handled the Quality function across Data and Voice Operations and ensured that the final data delivery to the clients met and exceeded the required quality standards. Identify areas where service delivery can be improved and recommend solutions to achieve excellence.Set up the Quality control process with a focus on critical to quality parameters, identification and communication of risks, Feedback mechanism, correction and corrective… Show more Led the service quality assurance in Meritgroup. Handled the Quality function across Data and Voice Operations and ensured that the final data delivery to the clients met and exceeded the required quality standards. Identify areas where service delivery can be improved and recommend solutions to achieve excellence.Set up the Quality control process with a focus on critical to quality parameters, identification and communication of risks, Feedback mechanism, correction and corrective action plan etc. Also looked at how human errors can be eliminated by the use of technology thereby bring in greater efficiency with higher quality.Took care of the Due Diligence activity while acquiring a company in Mumbai. Deployed in Mumbai to oversee the due diligence, compliance and other operations activities to ensure that any risks were identified and solutions found for the same. Engaged with external vendors to take care of statutory and legal compliance. Also engaged with the leadership team and staff of the new company to make sure that any doubts in their minds were answered and ensure that we won their trust to ensure any mass attrition was avoided. Also worked with my CEO in identifying leadership team from within the acquired company to run the operations in Mumbai. Established working relationship with the clients of the newly acquired company and made sure that existing business were intact and service delivery was improved with the implementation of technical solutions to some age old practices. Show less

Joined Merit as the first manager in 2004 and enabled the business to grow to c1000 FTEs. Worked closely with the CEO and the Sales team in the UK in designing and implementing the operations for all the new clients acquired and engaged with the clients and the team to ensure high class service delivery.Complete ownership of service delivery. Identify risks with respect to performance and recommend / implement solutions to overcome those risks. Have an excellent track record of managing… Show more Joined Merit as the first manager in 2004 and enabled the business to grow to c1000 FTEs. Worked closely with the CEO and the Sales team in the UK in designing and implementing the operations for all the new clients acquired and engaged with the clients and the team to ensure high class service delivery.Complete ownership of service delivery. Identify risks with respect to performance and recommend / implement solutions to overcome those risks. Have an excellent track record of managing pilot projects and ensured long term renewal of contracts. Transitioned multiple projects from the UK and have set up these projects successfully and exceeded client expectations thereby converting them into long term contracts. Work with internal stakeholders and set up the team, train the team and make sure that the pilot is successful. Have handled both outbound call centre teams and secondary research team with respect to data cleansing and data build activities across multiple geographies and industries. Have also handled other Data Management projects for different industry verticals. Displayed excellent client relationship management skills & ensured difficult situations are turned into favourable positions.Played a crucial role in enabling Meritgroup grow in size and revenue by managing various aspects of operations effectively, managing relations with existing clients and getting new clients through them.Managed P&L to ensure that the set targets around margins were met by keeping the cost of production low. Identified process improvement opportunities with the help of technology. Show less

Managed a Pilot Project successfully due to which I was given two more projects to handle.Managed 3 processes comprising 29 agents in total.Responsible for Motivating & supporting the agents in meeting & exceeding SLAs.Responsible for solving employee issues by coordinating with the central HR.Making the process improvement plans.Developed QA mechanismsResponsible for controlling Attrition and had only 3 agents quit the process during my tenure.

Process Trainer responsible for the over training of all the agents in all the process related activities and tasks.Quality Analyst of the process.Developed the Dashboard for the process.Was involved in the CTQ baselining activity for the process.HR Representative solving any employee issues by coordinating with the central HR.Responsible for the timely reporting to customers as well as internal management team on a daily, weekly and monthly basis.Motivating and… Show more Process Trainer responsible for the over training of all the agents in all the process related activities and tasks.Quality Analyst of the process.Developed the Dashboard for the process.Was involved in the CTQ baselining activity for the process.HR Representative solving any employee issues by coordinating with the central HR.Responsible for the timely reporting to customers as well as internal management team on a daily, weekly and monthly basis.Motivating and supporting the associates in meeting and exceeding their targets.Developed a Search Engine for the process.Developed the MIS and Daily Performance Reports for the process.Developed an access database for performance tracking and EMS Data.Was the Transport SPOC of the process.Involved in Compliance related activities as a Compliance Champion.Handled all the technology and telecom related issues in the process to ensure the process SLAs are met. Show less

Handled MIS and Daily Reports.Was involved in Quality Checks.Was involved in training the new joinees.Was attending to calls from Dealer Services in resolving certain issues.Involved in the Silver Streak Quality Project for reducing the number of errors and thereby increasing the accuracy of the team.Was involved in preparing Process Dashboard and Quality Charts.Completed two projects for the E-Biz team - one on "Claims online" and one in "Employee Referral Program"

Part of the Indirect Operations team handling auto loan applications.Was involved in performing the Credit Checks and taking decisions on Auto Loans for Citibank and Citicorp Maruti Finance Ltd. Customers for southern region.Was involved in training the CPAs on the process and the new products in the market.Was involved in creating the product codes for new cars launched in the market, area codes for any new branch opened by Citibank or CMFL and Dealer Codes for any new dealer… Show more Part of the Indirect Operations team handling auto loan applications.Was involved in performing the Credit Checks and taking decisions on Auto Loans for Citibank and Citicorp Maruti Finance Ltd. Customers for southern region.Was involved in training the CPAs on the process and the new products in the market.Was involved in creating the product codes for new cars launched in the market, area codes for any new branch opened by Citibank or CMFL and Dealer Codes for any new dealer entering into the business with Citibank or CMFL. Show less