Rapid constructive growth with a sense of achievement is my core aim. I have 9 years of extensive experience in Recruitment, Employment Laws, HR Operations, Training (Sales, Customer Services, Leadership) Organizational Development domains in Human Resource Department. I bring with me excellent communication and Leadership skills along with being trustworthy and reliable. My job experiences are mentioned below with brief overview of responsibilities functional domains.
a)
Organizational Development (OD)
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Developing & implementing recruitment framework for retail staff
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Conducting hiring interviews with field team for calibrations
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Developing & conducting staff assessment program to identify competence level
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Working on online dashboards for staff performance KPI’s
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Developing staff performance KPI’s & implementation at field level
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Succession planning of Key positions in field team
b) Learning & Development
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Developing National Learning & Development calendar & required budget
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Training Modules Development on Sales, Customer Experience & Leadership
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Developing Training materials e.g participant manual, training activities & learning impact
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Delivering Train the Trainer sessions to retail management along with field sessions
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Conducting TNA’s to identify gaps & delivering solutions accordingly
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Developing & Implementing employee engagement activities at field level
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Collaborating with 3rd party organizations for Trainings & Courses
a) Talent Recruitment, Onboarding & HR Operations
Recruiting new staff for retail business at management level
Recruitment of staff for regional office & head office
Placement of advertisements (internal & External) and Short listing of CVs
Conducting screening interviews & aligning formal interviews with management
Offering finalized candidates by ensuring timely & smooth onboarding
Completing documentation of newly hired staff for payroll
Finalizing attendance of complete 55 branches for monthly payroll
Coordinating with all retail stakeholders for compliance, sales & legal issues
b) Training & OD
Making annual training calendar for retail & support office with tentative budgeting
Development of training content, support material & handbooks
Execution of training calendar for all over Pakistan including more than 120 Branches
Calculating ROI & learning impact of delivered training programs at regional & national level
# Responsible of North and Central region ( Almost 700+ employees)
# To identify improvement areas and generating TNA's.
# Formulation of training modules addressing TNA's.
# Delivery of training to targeted Area,Branch or People.
# Visiting different outlets and providing real time feedback.
# Working on yearly performance/appraisal mechanism for sales staff.
# Responsible for whole stream of training and development of Financial services (3737) voice helpline.
# Hiring of new staff for Telenor Financial services queue (3737 helpline).
# Assuring quality targets through providing product & system trainings to CSRs.
# Providing trainings & feedbacks on Policies & Processes for optimizes performance.
# Conducting behavioral trainings for CRO’s and Supervisors for maximum NPS.
# Managing AHT, Sales and Quality of assigned team or assigned group.
# Monitoring live calls, providing Quality and sales feedback along with training.
# Coordinating different departments (HR, Workforce, Quality etc) to optimize business operations.