Jhumur Roy

Present Location: Hyderabad, India

Contact: +91-986*******

Email: acrft4@r.postjobfree.com

Date of Birth: 6th Feb 1976

Human Resource Management ~ Recruitment

EXPERTISE

Human Resource

Recruitment

SLA Management

Relationship Management

Resource Management

Liaison/Coordination

Talent Development

Training & Development

Performance Management Operations Management

Process Development

Service Operations

Quality Management

PROFILE

Seasoned energetic, strategic and tactical Leader with 12+ years’ experience across Customer Service Management, Recruitment and HR Activities, Business Development and Training & Development

Currently working as Delivery Operations Lead–India with ICONMA, Hyderabad.

Six Sigma Green Belt Certified by Bank of America.

Strong capability in optimizing people, process and technology

Experienced in analysing & meeting customer’s needs and efficiently managing the execution, direction and coordination of all projects

Proficient in developing procedures, service standards & operational policies for business excellence along with significant expertise in customer service techniques

Deft in recruitment, HR activities, project management, quality management & business acumen.

Sound networking & interpersonal skills with the skill to interact with people from diverse backgrounds and build lasting relationships

Thorough professional, with high calibre, work orientation, and ability to handle multiple functions and activities in a high pressure environment.

Innovative continuous improvement Project Manager who ensures service excellence.

Utilizing team engagement, fact-based needs identification, root cause analysis

ORGANISATIONAL SCAN

ICONMA Staffing Solutions (April 2015 – Till Date): Designated as Delivery Operations Lead – India

Role:

Ensure the entire Recruitment team (recruiters and their RMs, account managers, support function team) are completing their tasks within the assigned guidelines.

Responsible for entire recruitment lifecycle model for US Staffing; talent development, retention, training, methods and process, workforce management, profit and loss, process improvement.

Responsible to ensure the conversion ratio at various stages in the recruitment cycle improves on a quarterly basis thus improve the P&L of the accounts associated with.

Generated a revenue increase of 30% + within 1 month of joining the team. On a MTD average achieved in generating revenue of USD $280/Hr. of the 3 clients I am associated with.

Enhance relationship with the existing clients and thus strengthen the ties by providing better client support and being the top vendors for the clients.

Lead a team of 1500 employees in India (Hyderabad and Noida combined) and be a part of their performance appraisal.

Assign requirements as soon as they are posted in VMS by the clients. Analyze the availability of recruiters, check to confirm availability with the Recruiting Manager and assign the requirements to the available recruiters. Ensures requirements are assigned ASAP without any delay.

Highlight the required skills for the job before sending it to the recruiter. If the information provided by client is not complete on the requirement or the rates are not appropriate or any details are missing then check with client coordinators directly to get additional info for the recruiting team.

Evaluate and determine the best methods to reinforce and maintain good customer relations.

Come up with innovative solutions and ideas in regards to penetrating the existing accounts that are assigned.

Provide effective problem resolution for clients through taking ownership of incoming concerns/issues. Investigate and resolve client/contractor problems and issues, and inform appropriate personnel of problems and opportunities.

Track, log, and report all client activity for the accounts that you support

Make sure submissions are made within 24 hours of the requirements being assigned or in lesser time for HOT reqs. Follows up with recruiters on submissions/updates.

Quality checks of the resumes before submissions

Accepts and rejects requirements in the system (VMS)

Communicate all heads up requirements from the Account Managers to the recruiting team.

Daily report generation on performance.

Make recommendations and come up with strategies on how to improve delivery of existing clients.

Make sure all the submittals follows and maintains client policies, procedures and guidelines.

Monitor and follow up on all emails and other documents as well as communication on the clients assigned.

Keeps track of interview notification emails and ensure AM's are sending interview requests on all candidates.

Ensures offers are closed and sent out accurately and within time.

Softpath Systems LLC (Oct 2013 – April 2015): Designated as Client Delivery Manager

Role:

Responsible for the entire recruitment lifecycle model for US Staffing; talent development, retention, training, methods and process, workforce management, profit and loss, process improvement.

Client Agreements are adhered at all times. Enhance Client Relationship

Increase Business/Revenue opportunities for Softpath System LLC.

Responsible of the entire end to end Call Center Operations - India of Softpath.

Generated a revenue increase of 70% + within 2 months of joining the team. On a MTD average achieved in generating revenue of USD $200/Hr. of the 5 clients I was associated with.

Preparation of JD/Goal sheets/Measurement Systems of the 250 seater process is my prime role.

The Recruitment team reports to me, thus responsible for their attrition/absenteeism/leaves/performance/training/quality and all other people management related work.

Once a Job Posting is received from VMS, ensure the same is assigned to a recruiter within 15 mins.

Follow up with the recruiters to know their challenges, if any and work around with client coordinators for solutions regarding the same.

Ensure qualitative submission is loaded in VMS tool for clients to review. Improve the Submission to Offer conversion from the present state.

Once interview request is assigned, coordinate with candidates and prepare the candidate for the interview. Follow up is done till we receive the feedback from Client on the interview conducted. Interview to Offer Conversion plays an important role in generating profits for the company.

Post offer is released by client, as a CDM we go back to the candidate to seek his acceptance and then complete the offer process which varies from Client to Client; ex: Background Verification, Drug Test and so on.

As a CDM also ensure joining formalities are sent to the concerned person/candidate and help the candidate settle in his/her new employment.

Conversion of a submission to placement is the key role of CDM and thus improving the existing relationship helps in the P&L of the company.

ICICI Bank (June 2011- Sept 2013) Unit Manager- Phone Banking Operations (Transactional Processing/ Domestic and International Banking - All Segments)

Role:

During my span with ICICI Bank ( Phone Banking Group), i worked as a Manager Ops and had a team size of 1500 team members and 20 Assistant Managers and have handled the below

1.Handled all Call Centers of ICICI subsidiaries in International Segment - UK/ Canada/Singapore/ Bahrain and New York predominantly (Via Inbound/Outbound and E Mail channels). Also participated in Revenue Generation.

2.Responsible for the inbound/outbound/email call center lifecycle model for each geography: recruitment, talent development, retention, training, methods and process, workforce management, profit and loss, process improvement.

3.Used technology to leverage customer requirements, measured and improved key performance indicators, streamlined workflows.

4.Attracted, developed and engaged talent by implementing candidate competency assessment, new hire on-boarding process and continuing education models

5.Led continuous improvement projects that resulted in: 90 day attrition – 2%, error reduction - 42%+, productivity increase - 34%+, first contact resolution - 89%.

6.Leveraged voice of the customer, key performance indicators and Net Promoter score to identify and lead continuous process improvements projects for internal and external cross-functional customers resulting in 100+ operation enhancements.

7.Utilized process, systems and technology to provide innovative solutions to improve internal and external customer experience by integrating cross-functional area needs.

8.Led projects to improve operations customer relationship and Sales management for resulting in 27% Business to Consumer and 35% Business to Business satisfaction scores.

9.Optimized quality monitoring, key performance indicator and data to identify knowledge gaps, develop training curriculum, set goals and monitor progress that resulted in 24% increased productivity for Agents and Managers.

10.Revamped customer experience, quality, leadership and learning &development program offerings that resulted in: 90 day attrition reduction - 18%, employee satisfaction scores increased from 68% to 82%.

Bank of America, Hyderabad (Apr 2008 – May 2011) Asst Manager-(Mortgage Loan Process/ WFM)

Notable Accomplishments

Promoted from Operations Team Lead to Assistant Manager in less than 3 years, leading a team of 600+ members.

Received GB certification by the Bank.

Certified on Six Sigma and related workshops including workshop of Principles of Leadership. Served as Project Manager in attainment of Six Sigma Green Belt Certification.

Led the WFM team – Real Time Adherence Team, Reports Team, Forecast and Scheduling team across Pan India.

Responsible for process needs analysis, implementation and accountability for mortgage loan process.

Led cross-functional projects to demonstrate the ability to handle inbound and outbound volumes, system requirements, user design, user acceptance testing, system and process training and continuous process improvement.

Successfully closed 7 Application Migrations without taking a hit on production time / CTQs.

Acted as the SPOC of the process to the US clients to improve the inventory volume of India.

Received several awards from Senior Management an appreciation of delivering outstanding performance.

As a Coach, mentored and successfully closed 5 improvement projects within the team.

Was a member of the recruitment team /Training and on barding process

Satyam BPO, Hyderabad (Oct 2005 – Apr 2008) Team Lead- (Dental Insurance Process)

Notable Accomplishments

Promoted from Senior Customer Service Associate to Team Lead in less than 2 years.

Completed certification on ISTRIVE training (Related to Green Belt Training program)

Identified and implemented a process improvement technique which resulted in improvement of Quality Scores of the process by over 20%.

Stood first on the floor as a team in a span of 5 months.

Worked on critical and confidential process reports.

Maintained zero attrition record through strong people management skills.

Awarded POB for being “The First on the Floor” for several times.

Awarded the Best Quality Award for FY 2006-2007.

Felicitated by US client on imparting training to associates in presence of their Sr. Business Head

Felicitated by the management and handled additional responsibilities as In-charge of Floor Helpdesk.

Ensured performance improvement of associates by reducing call-handling time.

Conducted refresher process trainings for increasing process knowledge of newly recruited employees.

Was a member of the recruitment team /Training and on barding process

EXL Services Pvt. (I) Ltd., Noida (Oct 2003 – Oct 2005) Senior Customer Service Executive (Collection Process)

Notable Accomplishments

Core member of the skip tracing team & handled my team in the absence of the Team Leader

Awarded as star performer for delivering consistent performances on the floor.

Recognized for being one of the top 10 collectors consistently for months.

PROFESSIONAL & ACADEMIC CREDENTIALS

PG Diploma (Mass Communication) Symbiosis 2005

M Sc Dayalbagh Educational Institute, Agra 2000

B Sc (Physics Hons.) Dayalbagh Educational Institute, Agra 1998

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