Sayantan Ghosh Email and Phone Number

1. HRBP role on site: Partnering with top management continuous streamlining of HR policies, culture and employee effectiveness; identifying potential challenges of work and suggesting improvements.2. Performance management: Leading half-yearly and annual performance reviews; assisting employees for goal setting and individual development plans aligned with business and organizational needs.3. HR Compliance: Maintaining good relationship with manpower contractors on site; overseeing 100% compliance with labour laws; providing assistance to contractors regarding HR compliance.4. Employee engagement: Suggesting work process improvements, introducing employee satisfaction surveys and recognition practices, organizing events and get-togethers.

RESEARCH AND BENCHMARKING• Conducted primary and secondary research on 31 insurance and non-insurance firms across 3 geographies• Benchmarked best practices regarding customer experience (CX) before and after the COVID-19 pandemic• Studied the landscape of CX of Bajaj Allianz General Insurance Company (BAGIC) & identified 8 areas of improvementENSURING CUSTOMER DELIGHT• Made recommendations on features of existing CX based on digitalization of services and standardization of practices• Analyzed impact of implementation which showed 39.3% decrease in calls received by physical call center• Revealed through further analysis a 79.5% decrease of calls received for the most common reasons identified• Constructed a priority list with order of implementation of the recommendations to have maximum impact on CX

1. Project execution: Daily job distribution after taking into account the monthly manpower budget, project pipeline and availability of labour on a single day.2. Relationship with public bodies: Worked closely with Kolkata police and Kolkata Municipal Corporation along with local representatives to ensure smooth execution of jobs with stringent time bound goals.3. Negotiation: Target achieving middle ground in negotiations with unionized workforce (including supervisors) ensuring operations within monthly budget and customer satisfaction (public consumers of electricity).