Employee Relations Customer Care
Resume:
PROFILE
KEY AREAS: HRD / RECRUITMENT / STAFFING / TRAINING / SKILL DEVELOPMENT / ADMINISTRATION / FACILITY MANAGEMENT / EMPLOYEE RELATIONS / CHANGE MANAGEMENT / HRMS / BUSINESS OPERATIONS / CUSTOMER CARE / START UPS.
INDUSTRY EXPERIENCE: SERVICE INDUSTRY / HOTELS / RETAIL / HEALTHCARE/ HOME HEALTH CARE / HOSPITALS / IT HARDWARE / CALL CENTRE / TELECOM / EPC / SPA / EDUCATION / MANUFACTURING & CORPORATE HR.
KEY FOCUS AREAS: HUMAN RESOURCES MANAGEMENT /
RECRUITMENT / TALENT DEVELOPMENT / ADMINISTRATION / TRAINING / TALENT MANAGEMENT / EMPLOYEE WELLNESS /
OD DESIGN, INTERVENTIONS / C&B / OPERATIONS / HRIS / MEETING SLA’S & TAT / CLIENT RELATIONSHIP / CUSTOMER CARE.
Setting up HRD Department. Policies / SOP / Procedures. START UP.
Recruitments. Bulk Recruitments at all Levels. START UP.
Setting Up Administration Department. START UP.
Setting up Training Department. START UP.
Business Development, Client Relationship, P&L, Operations.
Customer Care. Organising events, Conferences, Market intelligence.
Training Policy/ Standards/ Needs Analysis/Budgets. START UP.
Administrative policies, procedures with focus upon Quality & Cost control.
Restructuring Grades, Structures, Benefits. ISO & Audits.
Performance Management, Potential Appraisal. Change Management.
Staff loyalty, Motivation, Retention & Buddy Training.
Career Planning; Competence Mapping. Organisation Health Diagnosis
Employee Wellness & Employee Relations. HRD. OD.
Manage both Full time employees and Outsourced Employees.
HAVE DEVELOPED & CONDUCTED TRAINING WORKSHOPS:
Spirit of Hospitality, Customer Care, Complaint to Compliments, Courtesy at Work, Induction, Team Building, Creativity Exercises, Magic Moments in Service Industry. Training on Home Health Care, Patient Care, Telephone, Looking Good feeling Good, Role Play for Hospital Staff, Moments of Truth, Magic Moments in Healthcare Services, Complaint Handling.
I have publications on Human Resources Management to my credit too. My strong belief in a Positive Human Resource Culture, Team Work and the Philosophy of ‘Customer is Always Right’ has been a guideline to rendering of my services.
Regards,
RAJESH SATYAL
C 363, Yojana Vihar, Delhi – 110092.
+91-981******* ************@*******.***
CURRICULUM VITAE
Name : RAJESH SATYAL
Date of Birth : 27 September 1969
Address : C – 363, Yojana Vihar, Delhi 110 092, India. Near Noida.
Phone : +91-981*******
Professional Qualifications:
P.G. Diploma in Human Resources Management [IGNOU, 1994]
Diploma in Training & Development [ISTD 1994- 96]
Three Year Diploma in Hotel Management [Delhi 1987 – 90]
Master of Business Administration [MBA – Final, IGNOU 1997-99]
Training:
Hotel Operations Training – Taj Hotels
Fundamentals of Call Centre Management – Cable & Wireless, Optus solutions, Australia.
Oracle HRMS HRIS Training – at CH2M HILL, Hong Kong [TELECOM GROUP]
APR 2016- FEB’ 20: HEAD HR - HEALTH AT HOME, DELHI.
SET UP HR. START-UP. ALL HR FUNCTIONS. RECRUITMENT, PMS, PAYROLL, HRIS, TRAINING, ADMINISTRATION. RECRUITMENT OF ATTENDANTS, NURSES, EMPANELMENT OF PHYSIOTHERAPISTS, DENTAL SURGEONS, GENERAL PHYSCIANS ON CALL BASIS.
NAME OF THE ORGANISATION DESIGNATION
AFORESERVE.COM HEAD - HUMAN RESOURCES & ADMINISTRATION
(JAN 2009 – JAN 2015) {2000 PLUS EMPLOYEES}
KEY FOCUS AREAS:
AS HEAD HR AT CORPORATE TO SET UP HR DEPARTMENT. POLICIES & SYSTEMS.
CORPRATE & STRATEGIC HR. SET UP HR DEPARTMENT.
RECRUITMENT AT ALL INDIA. DEVELOP JOB DESCRIPTIONS.
DEVELOP HR CULTURE & PRO ACTIVE HR SYSTEMS, SUB SYSTEMS.
MANAGE ALL HR FUNCTIONS. IT, BPO, SALES & RETAIL SHOWROOMS.
HR, ADMINISTRATIVE FUNCTIONS OF REGIONAL & BRANCH OFFICES.
UPGRADING & PREPARE COMPREHENSIVE HR MANUAL & RULE BOOK.
HR GENERALIST FUNCTIONS. GROUP HRMIS. HR COST REVIEW.
HEADING HR FOR OUTBOUND CALL CENTRE, RETAIL, PROJECT SERVICE DELIVERY & TELECOM SALES TEAM, OUTSOURCING TEAM.
OD INTERVENTIONS. HR. SUPPORT BD FOR RFP. EMPLOYEE CARE.
NOV 2012 – JAN 2015:
HEAD OF HR OPERATIONS FOR VALUE PEOPLE BUSINESS GROUP - RECRUITMENT/ STAFFING SOLUTIONS. VALUE PEOPLE.
Few key positions recruited : Neuro surgeon, Nephrologist, Eye surgeon, Urologist, Neurologist, Production Managers, HR Head, Training Head, Head Project Delivery, Project Managers, Planning, Contracts manager, IT Mgr., SCM, ERP, Structural Engineers. Telecom Engineers, BTS, Civil, Electrical, Mechanical, Electronics. COO, CFO, Chefs, Restaurant Staff, RSM, Web designers, UI developers, IT Software Tech Leads, SSE, Software Engineers, Retail executives, Office automation & Field Sales Pharma industry.
NAME OF THE ORGANISATION DESIGNATION
FLORIANA GROUP GENERAL MANAGER - HUMAN RESOURCES
(HRD, TRAINING & ADMINISTRATION)
(MANUFACTURING, RETAIL DIVISION & SPA DIVISION)
(JUNE 2007 TO NOV 2008) {1200 PLUS EMPLOYEES}
[ LEADING INDIAN CORPORATE DIVERSIFYING INTO MANUFACTURING, HIGH END RETAIL CONSTRUCTION MATERIAL MARBLE ; HEALTH & BEAUTY SPAS,; RETAIL ; HOTELS ; POWER PLANT ; MARBLE PROCESSING ITALIAN PROCESSING PLANT ; MINES, EDUCATION SECTOR ; SPA EDUCATION ACADEMY FOR BEAUTY, WELLNESS]
KEY FOCUS AREAS:
SET UP HRD FOR RETAIL HIGH END SHOWROOMS; PROJECT & CORPORATE SALES; DIRECT SALES TEAM, SET UP SALES TEAM AT DUBAI. INTERNATIONAL SALES TEAM.
AS GROUP GENERAL MANAGER AT CORPORATE TO SET UP HR & ADMINISTRATION DEPARTMENT. POICIES, SYSTEMS, PROCESS.
{START UP OPERATIONS RETAIL SECTOR, SHOWROOMS & SPA’s & SALES DRIVEN COMPANY – MARBLE, COSMETICS AND SPA DIVISION.
SUPPORT PLANT MARBLE, KATNI AT CORPORATE HR.
RECRUITMENT FOR MANUFACTURING PLANT AT KATNI.
SET UP HRD FOR SPA DIVISION. SPA TRAINING ACADEMY AT NOIDA. RECRUITMENT, EMPLOYEE RELATIONS & HR FOR SPA’s AT ALL INDIA
SET UP TRAINING DEPARTMENT. TRAINING NEEDS ANALYSIS & IDENTIFICATION. FORMULATING TRAINING CALENDAR, BUDGETS/.
SET UP ADMINISTRATION DEPT. & POLICIES.
STANDARD OPERATING PROCEDURES, MANUALS. DEVELOP JOB DESCRIPTIONS. RESTRUCTURING SALARY & BENEFITS.
EMPLOYEE ENGAGEMENT, RETENTION.
INTRODUCTION OF EMPLOYEE SERVICE AGREEMENT, NON DISCLOSURE & NON- COMPETE SERVICE AGREEMENTS. SUPPORT ALL INDIA OPERATIONS. LABOUR LAWS, SHOPS ACT, FACTORY ACT, MINES ACT. PAYROLL, HRD ACTIVITIES, SET UP TRAINING DEPARTMENT, REGIONAL HR TEAMS. BUILD LEARNING WITH FUN, POSITIVE CUSTOMER ORIENTED CULTURE.
INTRODUCED HRS & HRIS AT HEAD OFFICE.
NAME OF THE ORGANISATION DESIGNATION
BHARATH BPO CHIEF MANAGER - HUMAN RESOURCES
NOIDA (JANUARY 2007 TO MARCH 07) {630 EMPLOYEES}
KEY FOCUS AREAS:
AS HEAD CORPORATE HR TO SET UP HR DEPARTMENT. POLICIES, SYSTEMS, PROCESS. { START UP OPERATIONS}
RECRUITMENT, TRAINING. EMPLOYEE, DEVELOPMENT & RETENTION
NAME OF THE ORGANISATION DESIGNATION
CH2M HILL, INDIA HUMAN RESOURCES & ADMINISTRATION MANAGER
CONSTRUCTION I PVT. LTD. {TELECOM PROJECTS & EPC}
NEW DELHI (NOVEMBER, 2004 TO MARCH 2006)
{700+ EMPLOYEES TELECOM INFRASTRCTURE POJECTS, DESIGN & BUILD}
KEY FOCUS AREAS AT CH2M HILL CONSTRUCTION INDIA PVT. LTD. {EPC}
(USA BASED MNC INTO PROJECT MANAGEMENT & TELECOM INFRASTRUCTURE SERVICES – BSNL NOKIA, NORTEL, ERICSSON, BHARTI- AIRTEL FOR UP WEST, UTTRANCHAL, ODISHA, NE STATES.
FORMULATE, DEVELOP AND IMPLEMENT HR STRATEGIES, POLICIES, SYSTEMS AND PROCESSES. {START UP OPERATION }
LARGE RECRUITMENTS - ALL INDIA LEVEL.
SETTING UP OF HR PROCESS FOR INDIA. (TELECOM)
RESPONSIBLE FOR TRANSITIONING OF HR POLICES FROM OTHER INTERNATIONAL BUSINESS GROUPS & USA HQ.
ALL INDIA ADMINISTRATION.
PLAN MANPOWER AND STAFF UTILIZATION.
HANDLE RECRUITMENT AND STAFFING ISSUES. (Technical& Non-Technical – Telecom Engineers; Civil, Electronics, BTS, RF, Project Management, Project Planning &Controls, Safety, Infrastructure, IT, Logistics, Contracts, Quality, HR, Accounts, Administration)
MANAGE COMPENSATION AND BENEFITS.
ADMINISTRATION – HOTELS, TRAVEL, TRANSPORT, STATIONERY, SECURITY, PANTRY, HOUSEKEEPING.
MANAGE EMPLOYEE RELATIONS & STAFF WELFARE ISSUES.
OD & HR INTERVENTIONS & EMPLOYEE WELLNESS.
MANAGE AGENCY HIRE & OUTSOURCED EMPLOYEES.
LAUNCHED & MANAGED HRIS FOR INDIA.
SUPPORT BUSINESS DEVELOPMENT REQUEST FOR PROPOSALS/ BD EFFORTS FOR PROJECTS IN INDIA, BANGLADESH, SRI LANKA.
NAME OF ORGANISATION JOB TITLE
DISH TV SR. MANAGER – HUMAN RESOURCES NOIDA, DTH SERVICE (APRIL, 2004 TO AUGUST, 2004)
KEY FOCUS AREAS:
DTH Division in startup Phase. Set up HRD Department. Formulated HRD Manual, Policies. Recruitments done at All India Level for DTH Operations. Recruitments for Call Centre Operations
Increased Employees of DTH from 42 to 90. Call Centre from 65 to 192.
Formulated Three Fold Policies: For Call Centre; For DTH Sales Staff; For DTH Administrative Support Departments such as HRD, Training, Finance, Accounts, Administration, and Marketing & Communications. Introduced Employee Retention schemes for DTH Call Centre Staff
Launched Variable Pay Component for Sales Field Staff.
EMPLOYER DESIGNATION
PARADIGM SR. MANAGER – HRD & ADMINISTRATION
NEW DELHI, INDIA (JUNE, 2000 – JAN, 2004)
KEY FOCUS AREAS: (400 PLUS EMPLOYEES)
Start up group. Set up HR & Administration Department. Formulate HR Manual, policies. Administration at Branch level. Recruitments.
Set up Training Department. Skill Trainers. Technical & Sales Team.
Performance Management. Recruitment at all levels. Induction training.
Introduced Training for Internal Resource Pool for High end Technologies.
EMPLOYER DESIGNATION
INDRAPRASTHA APOLLO DY. MANAGER – TRAINING
HOSPITALS, NEW DELHI. (FEB, 1999 – MARCH 2000)
KEY FOCUS AREAS: (1064 EMPLOYEES)
Set up Training Department. Identify Skill Trainers. Prepare Manuals.
Conduct Training Programs. Training needs Identification & Analysis.
Introduced Monthly Communication Meeting & minutes to be sent to CEO.
Conduct Organisational Health Diagnosis & Survey at all levels.
Responsible for development of People Oriented & Patient Care Culture.
Career Planning for all Departments & Staff Loyalty Retention scheme.
Recruitments & induction for Hospital Staff. Employee Wellness.
EMPLOYER DESIGNATION
SAKATA INX INDIA LTD. MANAGER – HRD & ADMINISTRATION
NEW DELHI [FEB, 1998- AUG 1998]
KEY FOCUS AREA: (80 EMPLOYEES)
SET UP HR & ADMINISTRATION DEPARTMENT. Introduction of Creative & Innovative HR Admin System that Attract, Motivate & Retain Employees.
EMPLOYER DESIGNATION
NEW DELHI HILTON HOTEL ASST. MANAGER – HR & TRAINING
(HR & EMPLOYEE RELATIONS & TRAINING) [SEPT, 96- FEB’98]
KEY FOCUS AREAS: (1058 EMPLOYEES)
DAY TO DAY HR FUNCTIONS.
RECRUITMENT FOR ENTIRE HOTEL DEPARTMENTS & WTC.
ASSESSMENT OF TRAINING NEEDS, Formulation of Training Plans.
CONDUCT TRAINING SESSIONS & CONDUCT INTERVIEWS.
CONDUCT SURVEYS & IDENTIFICATION OF AREAS OF CONCERN WHICH NEED IMPROVEMENT & uplift the Morale of the Employees.
Maintain ‘Employee Recognition Notice Board’; ‘People Pleased to Please You Board’ ‘Happy Birthday. Social Activities. Employee Relations & Well-being.
EMPLOYER DESIGNATION
PHOENIX OVERSEAS LIMITED OFFICER – HR & ADMINISTRATION
NEW DELHI [JAN’93 – SEPT’96]
KEY FOCUS AREAS:
MAINTENANCE, HOUSEKEEPING, OFFICE MAINTENANCE, PURCHASE, RECRUITMENT. INVENTORY, SECURITY. CONDUCT TRAINING PROGRAMS.
EMPLOYER DESIGNATION
THE TAJ GROUP OF HOTELS CHEF-DE-PARTIE
NEW DELHI (MANAGEMENT LEVEL) [July1990-Nov 1992]
KEY FOCUS AREAS: (1000 PLUS EMPLOYEES):
SUPERVISION OF STAFF, Ensuring smooth working atmosphere promoting Team Spirit. Special attention to Hygiene & Safe Environment. Implement Organisational Standards.
ACHIEVEMENTS:
PUBLICATIONS: Article titled ‘ABC OF PERFORMANCE MANAGEMENT ’In HUMAN CAPITAL, November 1997, pp. 48-49.
SET UP ALL INDIA HR AT CORPORATE, PLANT, REGIONAL LEVEL.
HAVE HANDLED BULK, LARGE RECRUITMENTS.
HAVE SET UP TRAINING & DEVELOPMENT DEPT.
HAVE SET UP TRAINING DEPARTMENT & HRD AT APOLLO HOSPITALS.
TRAINING NEEDS & CULTURE ANALYSIS OF APOLLO HOSPITALS.
HAVE SET UP ADMINISTRATION DEPARTMENT.
INTEGRATION OF SUPPORT FUNCTION– HR
RESTRUCTURING OF HR & ORGANISATION BUSINESS DIVISION.
STRONG HR & OD INTERVENTIONS LAUNCHED TO IMPROVE EFFECTIVENESS, INTEGRATE MANPOWER WITH COMPANY VISION, INCREASED CUSTOMER DELIGHT & OVERALL UPLIFTMENT OF EMPLOYEE MORALE, PERFORMANCE & RETENTION.
COST REDUCTION IN PROJECTS BY INTEGRATING SUPPORT FUNCTIONS & PROCESS. INTRODUCED ITI / DIPLOMA HOLDERS TRAINING TO CATER TO MANPOWER NEEDS.
HAVE SET UP & LAUNCHED HRMS & HRIS AT CORPORATE.
SELECTED AS BEST COMPANY COMMANDER HRD DEPT.
HAVE INTRODUCED EMPLOYEE WELLNESS SCHEMES.
HAVE WON AWARDS & CERTIFICATES FOR PAINTING, CARTOONING, DEBATING, FANCY DRESS, ANTAKSHRI & POETRY RECITATION.
SUPPORTED PROJECTS OF TELECOM, WATER FOR SRI LANKA, HONG KONG, SINGAPORE, and MALAYASIA.
RECORD MANPOWER MOBILISATION & RECRUITMENT FOR GSM CELL SITE ROLLOUT (ROOF BASED TOWERS & GROUND BASED TOWERS) FOR BSNL, NORTEL, NOKIA, ERICSSON, BHARTI – AIRTEL.
(IF REMOTE / WORK FROM HOME, THEN CAN JOIN IMMEDIATELY. SALARY NEGOTIABLE)
Have enriched experience in HR, Organisation Design & Development,
HR Interventions, PMS, KRA, Employee Relations & Startups:
The main focus has been setting up HR, Recruitment, Talent Management, OD interventions & Operations leading to organizational improvement which broadly results in:
Superior customer service
Increased sales & profitability
Reduction in operation costs
Effectiveness & efficiency
Improving organisation culture
SWOT Analysis
Organisation Health Diagnosis
Organisation Culture analysis
Market intelligence & environmental variables affecting business
Based upon feedback & analysis, devise company strategy.
Employee Engagement
Learning with Fun
Grievance Handling
Employee Relations
Have involved Senior Management, Leaders & HOD’s in the Organisation Design process for following tasks / actions:
To assess the current organisational status
Define what we want to be?
Analyse the road blocks, grey areas, weak systems & processes which need improvement.
Have played lead role & catalyst in defining the following:
Desired outcomes, KRA’s for all HOD’s
Performance Improvement Plan
Scope of operations
Allocation of resources, pre-budget for each department
Change Management
People Participation
Defining Communications strategy
Involving key HOD’ as PM’s & Operations to define, identify & document mile stones, parameters that help in assessment & review.
Designed new organization & OD Interventions with focus upon:
Shared Values
Structure
Strategy
Style
Systems
Staff
Skills
Synergy
SOP’s
Standards
Support
Skills Enhancement
Satisfaction Surveys
Span of control
Superior Customer Service
Trust
Learning & Development
Risk taking
Reward
Respect
Recognition
Achievement
Ability
Clarity
Help
Incentive
Evaluation
Validity
Environment
Rajesh Satyal
+91-981******* / ************@*******.***
“Together we can make the difference”
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