Yogendra Singh Email and Phone Number

I was accountable to work with key business leads to shape and support the delivery of the people component of business strategies and priorities by building knowledge of the business landscape of the delivery teams.I was also accountable to provide expertise to advise, coach and support Sr. HRBP to facilitate complex and critical people-related initiatives and issues, as well as ensuring that change is effective and sustainable. My aim was to build the relationship between HR and the business with a strong focus on talent and development.My responsibilities were To provide insightful analysis, assurance, and management reporting on people matters to inform day to day management priorities and to underpin future strategy development around people, change, and organization Analyze business Challenges and assess and manage ways in which people strategies can provide solutionsWork with the Sr. HRBP and HR CoE team to implement improved policies and practices as part of problem-solving based on analysis.

I was accountable for stabilizing the existing and upcoming BPO services to Shared Services and driving service excellence in the process. Responsible to develop a strategy to take BPO services to the region/ globe to deliver shared services strategies to the organization.Establish connect with stakeholders and create advocacy in the system.Mentor and coach middle managers to bring effectiveness in the operations. Developing and implementing strategies for staffs’ career and future skill development. And manage the budget for responsible services.Got the opportunity to transition the Global Recruitment Process for teachers of the British Council under the HR transformation program to Shared services for East Asia and MENA (the Middle East North Africa) countries. Worked with the Global HR transformation program team, Technical team (Success Factors), and Subject matter experts in the recruitments process to design the standard services for Noida and transition it smoothly.Responsible to develop the transition plan with the help of various team leads Updating the project board with the updates/risk and working with relevant stakeholders to agree on a risk response strategy.Develop the service operating model, the "To be process" with the help of Recruitment subject matter experts.Set up the governance model to ensure the timely completion of the deliverables or highlight the risk/issues during the transition and also for the stabilization phase.

Along with my role of Manager- Service Delivery Contact Centre, I was given the opportunity to contribute to stabilizing the newly transitioned process in BCMS-Global Service Desk (IT)Initially, Accountable to bring all the best practices of the contact centre (customer Service excellence culture, Coaching & Feedback environment) in GSD.Help the department head in filling all the vacant management roles by hiring the right resources with the help of HR.Help the GSD management to stabilize the 24*7 operations by introducing the BPOs workforce management practices. Provide consultancy in solving people-related issues.Later, I was given the accountability to project manage the GSD stabilization project which primarily included work with the senior stakeholder (Director- IT Service delivery) to develop the governance model including Csat Framework, SLAs, KPI Framework,Scope Change management, Audit, Risk Register, etc.Accountable to organize the project steering board meeting. Including senior stakeholders like Shared Services MD, Global Service Delivery Director, etc. The governance model got approved and got implemented.

It was a Pan India Customer Service operation with multiple communication channels (Chat, Voice and Email, queries on websites)Accountable to manage the contact Centre of British Council India for sustainable, scalable efficient, and effective service delivery.Connecting with key business stakeholders to understand their stated and unstated needs and build a proactive operations delivery model to stay relevant for business all the time.Driving continual improvement culture on the floor to ensure collaborative, effective, and efficient operations.Accountable to develop a strategy for the process to drive customer service excellence. Define service delivery framework (floor scheduling, staffing, occupancy management, seat utilization, etc.)Responsible for day to day service delivery Ensure various resources are available for effective operations through connection with other functions of the organization Accountable to meet and exceed standards specified in the contracts and predefined SLAs.Identify the risk/challenges and develop the mitigation plan to ensure smooth and seamless operations Ensure the Business continuity plans are always tested for services and critical services are always delivered as agreed with the stakeholders.

Taking care of TL interns, New team leaders, and their teams. Grooming their coaching/feedback skills by monitoring their coaching and feedback sessions and giving them feedback.Help them to hone up their team handling skills.Motivate them to get the client targets achieved through their team members.Make sure the critical SLA’s are met on a daily and monthly basis.Deeply involved in data analysis and client interaction for any process updates or make them aware of the strategies to achieve the decided goals.Attrition control through different measures like conducting one-to-one’s, team engagement & rolling out team contests based on performance on a daily, weekly, and monthly basis. Preparing D-Sat, C-sat report, clients mandate training on a daily, weekly, and monthly basis.Doing analysis for the process to find the areas of improvement in regards to customer satisfaction based on clients verbatim and score received.Pivotal in having formulated functional and process maps as per the client requirement for the processEnsuring regular calibration internally and with the client

Providing floor support & conducting daily huddles to keep the team members updated in regards to their own performance and process update Training associates on sales and conducting refresher training for better performance of the team.Attrition control through different measures like conducting one to one, team engagement & rolling out team contest based on performance on daily , weekly and monthly basis .Handling team of 15-20 people; ensuring that there learning curve is shorter; monitoring them on daily basis to bring up the performance to meet the client agreed process targets.Preparing D-Sat,C-sat report , clients mandate trainings on daily weekly and monthly basis .Doing analysis for the process to find the areas of improvement in regards to customer satisfaction based on clients verbatim and score received.Provide constructive feedback using feedback & coaching tools to enhance performancePivotal in having formulated functional and process maps as per the client requirement for the processEnsuring regular calibration internally and with the clientWork with Quality to improve the quality standards of the team as per the client requirement s & develop/conduct assessments on the sameConducted many RnR ceremony and six monthly town halls on process and project level.