Management Customer Service

Divia Pillai

Doha, Qatar

Email: ***********@*****.*** Mob: +974-********

A proficient HR professional who has a bias for action and posses enriching experience in People Effectiveness initiatives and delivers operational excellence by being an integral part of Corporate HR Team.

As a Team Leader at WNS Global Services effectively managed Air Canada’s business process areas and accomplished consistent customer service excellence through a diverse team.

Areas of Expertise:

• Operational Excellence • Performance Management & Monitoring • Customer Excellence • Training & Development • Employee Engagement • Managing Teams • Organization Development

WORK EXPERIENCE

Azadea Group (January 2015 – May 2016)

Sr. Performance Management Specialist (Sr. Business HR)

Role Profile & Highlights

Liaison, coach and provide employees and managers with professional advice on HR issues, and ensure that HR policies and practices are properly implemented

Supervise the performances review process by ensuring proper implementation of the system, advising managers and providing coaching sessions when necessary

Implement and maintain Disciplinary action Matrix in line with applicable policies and procedures and labor law

Conduct Exit Interviews for leavers, generate and analyze reports related to separations

Conduct assessment centers, develop Personal Development Plans and assess progress

Assist in the identification of high potential employees in order to create a pool of talent, and coordinate with the Training & Development department for their development needs

Partnering with employees/managers to address HR issues by coaching and providing advice on areas of improvement

Conduct seasonal studies on different HR metrics such as company turnover, probationary success, disciplinary actions, employee satisfaction survey, generate and analyze related reports and suggest action plans accordingly

Handling HR related grievances and providing solution keeping the organizational interest and employee satisfaction in mind

Mastek Ltd. (July 2012 to Nov 2014)

Sr. HR Executive - Organization Development

Role Profile & Highlights

Design and Development Experience:

Has a flair for conceiving, designing, and implementing impactful yet sustainable HR processes and practices across organization.

Built and updated PMS Process and Trackers to establish employee performance standards.

Designed and implemented Talent Management initiatives - a prestigious initiative for “High Potentials”.

Evolved Individual Development Framework and executed end to end familiarization activities, launched planning aspects.

Designed, launched and implemented the upward feedback system for the managerial cadre.

Created/supported several Organization Development and Learning and Development programs.

Organized Focus Group Discussion to understand the result post survey and the level of participation.

Supported the process of creating role clarity for Management Teams. Update and enhanced role dossiers.

Created and enhanced Policies, Procedures and Organizational Chart for the organization.

Designed and Implementing Annual and Quarterly Award – Announcement launch, release of citation, awards and flawless completion of the initiative.

Ensure the programs are aligned to the interest of the members and the organization.

Crafted branding concepts/themes for multiple quarterly, half yearly and annual organizational events.

Implementation/Execution Excellence:

Rolled out organization employee engagement survey communication, enhance participation and track the same.

Consolidated, analyzed survey findings and created Action Planning for business units across organizations.

Handling end to end promotion cycle.

Managing end to end Performance Management System. Consolidation and Normalization process for the entire organization

Tracked the progress of various initiatives and provided support whenever required.

Effectively implement Quarterly Meet, Town Hall and all other organization wide Communication Initiatives.

Achieved timely roll out of monthly, quarterly programs initiatives as per the plan of action.

Managed internal HR Team, Vendors by setting clear expectations and executed programs with highest standards

Built relationships and synergies across functions/levels helping OD to achieve its strategic intent.

WNS Global Ltd. (2005 to 2010)

Team Leader (Air Canada- Central Baggage Office)

Key Responsibilities

Handled a team comprising of average 22 employees for 3 years

Client Calibration with airport and baggage managers

Prepared MIS Reports (Daily, Weekly, Monthly, Quarterly, etc.) to provide feedback to top management on Business operations

Identified & Analyzed Operational Defects & Devised a Plan Of Action

Assisting Human Capital Management Team with Performance Appraisals

Conceptualized & implemented action plans for technical queries of internal and external clients and initiated appropriate actions

Performance Evaluation & Monitoring

Training & Development (Cross Product Training, Management Development training, Communication training,etc)

Subject matter expert of baggage policy, operations and resolving critical client cases

Mentored team, Team building & motivation

Handled Escalations & managed Policy & Procedures Guidelines as per process requirements

Supported & nurtured positive work environment that fostered team performance with strong Communication & Relationship management skills

Part of strategic team with a focus to drive various process metrics

WINTER PROJECT

JSW Steel Mumbai Corporate Office (January 2012 – March 2012)

Developed a Competency Framework for Front Line Executives, fulfilling JSWs accelerated learning needs and objectives.

SUMMER INTERNSHIP

LUPIN Ltd. Mumbai Corporate Office (May 2011– July 2011)

Effective Implementation of Development Centre Findings for Lupin’s Top Performers by Conducting Industry Benchmarking of DCs and Presented Implementable Recommendations.

ACHIEVEMENTS

Won Stellar Award for outstanding contribution in PMS, Awards, Promotions, Prism Club and various other OD initiatives in the quarter 3rd quarter of 2012-13

Part of the most prestigious Club of Mastek of High Potentials for the year 2013 & 2014

Presented with “Creative Genius” award as part of Mastek Attitude Awards 2013

Presented with “Fire in the Belly” award as part of Mastek Attitude Awards 2014

Won Best Team Leader Award for 3rd Quarter for 2009 – 2010 across several verticals (was the only one from over a 100 Team Leaders organization wide to win the award for this quarter)

Winner of Extra Miler Award for 2nd Quarter for 2008 – 2009 (was the only one from over a 100 Team Leaders organization wide to win the award for this quarter)

Handled an OJT Batch with 0% attrition

Managed a Team from April 2008 – Sep’2010

Reduced Unplanned Absenteeism by 7%

Brought attrition down from 96% annualised to 23% annualised.

One of the only 3 employees to move to specialised desk – Super CBO within 3 months

Secured 3 promotions in a span of 4 years with WNS Global Services

EDUCATION

Degree

Institute

Board/University

Year

%

M.B.A – HR

RIMSR

Mumbai University

2012

75.25

B.Sc.

(Physics)

Poona College

Pune University

2005

78.78

PROJECTS UNDERTAKEN

Actively participated in Leadership Management Programs

Attended Young Development Leadership Programme

Advanced Excel Training

Air Canada- Central Baggage Office “Aspire’’ Program

360 Degree Communication Training Covering all Facets

Attended Leadership Enhancement and Achievement Program

Attended Franklin Covey’s signature program ‘The 7 Habits of Highly Effective People’

HR CERTIFICATIONS

Certified Performance and Competency Developer with Middle Earth Consultants

Executive and Leadership Coach

OTHER QUALIFICATIONS & EXTRA CURRICULAR ACTIVITIES

Certificate Course in Windows, MS Office and Internet operations

Completed Advanced Excel Program

Active participation in various competitions at college level

Active member of Fun Committee

PERSONAL DETAILS

Date of Birth: December 17th 1984

Linguistic proficiency: English, Hindi, Marathi, Malayalam

Marital Status: Married

Divia Pillai

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